CUSTOMER SUPPORT
Draft personalized fix-live replies for support to review
When a Sentry issue resolves, an agent reads each linked ticket's full thread and drafts a tailored 'your fix is live' reply per requester.
How it runs
The automated pipeline, trigger to output.
- TriggerSentry issue resolved in releaseSentry
- ActionPull linked tickets + full comment threadsZendesk
- ActionAgent drafts a tailored reply per requesterOpenAI
- LogicGuard drafts for tone and scope accuracy
- ActionSave drafts as internal notes, assign ownerZendesk
- OutputPing owning agents in Slack to reviewSlack
What it does
Adds a human-in-the-loop layer to shipped-fix notifications. Instead of blasting a templated message, an agent reads the actual conversation history on each affected ticket and writes a reply that references what that specific customer said, then parks it as a draft for a support agent to approve.
When to use it
Use it for high-touch accounts or sensitive issues where a generic auto-reply would feel cold. Good when the same bug produced very different customer conversations and one canned message would not fit all.
How it works
- 1A Sentry webhook fires when an issue is resolved in a release.
- 2The flow pulls every linked Zendesk ticket and its full comment thread.
- 3An agent reads each thread plus the release notes and drafts a context-aware reply per requester.
- 4A guard checks each draft for tone and that it does not over-promise beyond the fix scope.
- 5The drafts are saved as internal notes on each Zendesk ticket, assigned to the original agent.
- 6The owning agents are pinged in Slack to review and send.
Set it up
What you configure once, before turning it on.
- 1Connect SentryErrors, performance, releases.
- 2Connect ZendeskTickets, queues, knowledge base.
- 3Connect OpenAIModels, embeddings, files.
- 4Connect SlackChannels, DMs, threads, mentions.
- 5Set each agent's modelWe leave models unset so you pick the tier — fast + cheap, or top-quality.
- 6Tune it to your dataEdit the prompts, filters, and field mappings so it matches how your team works.
- 7Test, then turn it onRun once against a sample, confirm the output, then enable the trigger.
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Run it inside a business
This workflow drops into a full company template. Import the org, and this is one of the playbooks its agents run.
Run this workflow in your colony.
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