CUSTOMER SUPPORT
Urgent Voicemail to Zendesk Ticket + On-Call Page
Detects high-urgency voicemails from a transcript, opens a prioritized Zendesk ticket with the summary.
How it runs
The automated pipeline, trigger to output.
- TriggerNew voicemail recording receivedHTTP webhook
- ActionTranscribe audio to textElevenLabs
- ActionClassify urgency and summarizeOpenAI
- LogicProceed only if flagged urgent
- ActionOpen high-priority Zendesk ticketZendesk
- OutputPage on-call agent with ticket linkPagerDuty
What it does
Catches the voicemails that can't wait. It transcribes the message, judges whether it signals an outage, churn risk, or angry escalation, and only for those creates a high-priority Zendesk ticket and pages on-call. Routine messages are skipped to avoid alert fatigue.
When to use it
Use this when a subset of voicemails are genuinely time-sensitive (down service, cancellation threats, billing emergencies) and you need them surfaced to a human immediately rather than waiting for the morning triage pass.
How it works
- 1A voicemail webhook fires with the recording URL and caller details.
- 2ElevenLabs transcribes the audio.
- 3OpenAI classifies the message and returns an urgency verdict plus a short summary and a recommended priority.
- 4A logic gate drops anything not flagged urgent.
- 5For urgent calls, a Zendesk ticket is created with the summary, transcript, and high priority.
- 6PagerDuty pages the on-call agent with the ticket link so they can call back fast.
Set it up
What you configure once, before turning it on.
- 1Connect HTTP webhookTrigger any URL on agent actions.
- 2Connect ElevenLabsText-to-speech, voice cloning.
- 3Connect OpenAIModels, embeddings, files.
- 4Connect ZendeskTickets, queues, knowledge base.
- 5Connect PagerDutyIncidents, on-call, escalations.
- 6Set each agent's modelWe leave models unset so you pick the tier — fast + cheap, or top-quality.
- 7Tune it to your dataEdit the prompts, filters, and field mappings so it matches how your team works.
- 8Test, 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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