CUSTOMER SUPPORT
Real-Time Repeat-Reply Detector with Slack Macro Nudge
Watches solved tickets as they close, and when an agent's free-text reply closely matches a recurring answer that has no macro.
How it runs
The automated pipeline, trigger to output.
- TriggerTicket marked solved in ZendeskZendesk
- ActionFetch first agent reply on the ticketZendesk
- ActionCompare against recent replies + macro librarySnowflake
- LogicRecurred past threshold and no matching macro?
- ActionDraft candidate macro title and bodyOpenAI
- OutputNudge macro owner in Slack with examplesSlack
What it does
It catches macro gaps the moment they recur instead of waiting for a weekly report. As each ticket is solved, it compares the agent's reply against a rolling memory of recent free-text answers. When the same answer shows up enough times with no covering macro, it nudges the macro owner in Slack with the matched examples and a suggested macro title.
When to use it
Use it for fast-moving queues during incidents, launches, or seasonal spikes when new repeated questions appear and you want to spin up macros within hours, not weeks.
How it works
- 1A Zendesk event trigger fires when a ticket is marked solved.
- 2Fetch the ticket's first public agent reply.
- 3Compare it semantically against recent replies and the macro library held in Snowflake.
- 4A logic step checks whether this answer has now recurred past the threshold with no matching macro.
- 5If it qualifies, an OpenAI step drafts a candidate macro title and body.
- 6Post the candidate plus example tickets to the macro owner's Slack channel for one-click action.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 2Connect SnowflakeWarehouses, queries, shares.
- 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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