CUSTOMER SUPPORT
Auto-Draft Missing Macros for Human Approval
An agent-driven workflow that mines uncovered repeated replies, drafts ready-to-publish Zendesk macros for the top gaps.
How it runs
The automated pipeline, trigger to output.
- TriggerOperator triggers run for a queue or window
- ActionRead recent replies + existing macro catalogZendesk
- LogicCluster uncovered repeats; rank by volume and impact
- ActionDraft complete macros for top gapsZendesk
- OutputRoute each draft to Slack for approvalSlack
What it does
It closes the loop from gap to draft. Instead of only reporting which macros are missing, it actually composes well-structured macro drafts (title, category, placeholders, tone-matched body) for the highest-impact gaps, then sends each to a reviewer in Slack with approve or edit buttons. Approved drafts are recorded for a human to publish in Zendesk.
When to use it
Use it when the bottleneck is writing macros, not finding gaps. Best for teams with a reviewer who is happy to approve drafts but does not have time to author from scratch.
How it works
- 1An operator triggers the run manually for a chosen queue or time window.
- 2The agent reads recent free-text replies and the existing macro catalog from Zendesk.
- 3It clusters the uncovered repeats and ranks them by volume and handle-time impact.
- 4For the top clusters it drafts complete macros with placeholders and consistent tone.
- 5A logic step holds each draft pending review.
- 6It posts every draft to Slack for approve, edit, or reject, then logs the approved set for publishing.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 2Connect SlackChannels, DMs, threads, mentions.
- 3Set each agent's modelWe leave models unset so you pick the tier — fast + cheap, or top-quality.
- 4Tune it to your dataEdit the prompts, filters, and field mappings so it matches how your team works.
- 5Test, 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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