CUSTOMER SUPPORT
VIP regression to CSM-ready customer outreach draft
When a confirmed error spike hits a named enterprise account, an agent gathers the context and drafts a tailored.
How it runs
The automated pipeline, trigger to output.
- TriggerAlert webhook fires for a named enterprise accountSentry
- ActionPull error/latency detail and recent trendDatadog
- ActionRead renewal, opportunities, case history in SalesforceSalesforce
- LogicDecide tone and urgency from tier + renewal proximity
- OutputDeliver CSM-ready outreach draft + context to SlackSlack
What it does
Does the writing for the CSM. After a VIP regression is confirmed, an agent assembles the technical and relationship context and produces a ready-to-edit outreach message in the account's voice and history.
When to use it
Use this when the bottleneck isn't detection but the time it takes a CSM to craft a thoughtful, accurate proactive message to a high-value account.
How it works
- 1A Datadog or Sentry alert webhook fires for a named enterprise account.
- 2The agent pulls the error or latency detail and recent trend to characterize the regression.
- 3It reads the account's open opportunities, renewal date, and recent case history from Salesforce.
- 4The agent decides tone and urgency from tier and renewal proximity, then drafts a concise outreach email acknowledging the issue and next steps.
- 5It delivers the draft plus a context summary to the CSM in Slack for one-click review and send.
Set it up
What you configure once, before turning it on.
- 1Connect SentryErrors, performance, releases.
- 2Connect DatadogMetrics, traces, log search.
- 3Connect SalesforceAccounts, opportunities, cases.
- 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 this workflow in your colony.
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