CUSTOMER SUPPORT
Flag Zoom support calls with sentiment dips for lead coaching
After each Zoom support call ends, scores the transcript for negative sentiment swings and posts the worst moments to the team lead's Slack with timestamps so they become…
How it runs
The automated pipeline, trigger to output.
- TriggerZoom support call recording completesZoom
- ActionFetch call transcript from ZoomZoom
- ActionScore sentiment per turn with OpenAIOpenAI
- LogicKeep only calls with a qualifying dip
- OutputPost coaching moments to lead in SlackSlack
What it does
Watches for completed Zoom support calls, pulls the recording transcript, and uses an LLM to detect where customer sentiment dropped sharply during the conversation. It surfaces the specific exchanges that went sideways and routes them to the support lead as concrete coaching moments instead of vague feedback.
When to use it
Use this when your team handles support over Zoom and you want consistent, evidence-based coaching rather than spot-checking random calls. It catches the calls where an agent lost the room without anyone having to re-listen to hours of recordings.
How it works
- 1A Zoom recording-completed event fires when a support call ends.
- 2The flow fetches the call recording transcript from Zoom.
- 3OpenAI scores the transcript turn by turn and flags segments where sentiment dropped below a threshold.
- 4A logic step checks whether any dip qualifies as a coaching moment; clean calls exit silently.
- 5A formatted Slack message goes to the lead with the agent name, dip timestamps, and the verbatim exchange.
Set it up
What you configure once, before turning it on.
- 1Connect ZoomMeetings, recordings, transcripts.
- 2Connect OpenAIModels, embeddings, files.
- 3Connect SlackChannels, DMs, threads, mentions.
- 4Set each agent's modelWe leave models unset so you pick the tier — fast + cheap, or top-quality.
- 5Tune it to your dataEdit the prompts, filters, and field mappings so it matches how your team works.
- 6Test, 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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