Run a safe, AI-powered support desk that escalates the tough cases

Screens, analyzes, and answers support tickets with AI, blocking unsafe messages and escalating angry customers to a human.

How the work actually flows

It branches. Exactly one path is taken; a person is alerted when a step fails.

Pattern: Exclusive Choice (4)

flowchart TD trig>"support ticket received by email"]:::trig s0["screen message for safety"]:::task s1["classify issue and score urgency"]:::task trig --> s0 s0 --> s1 gx{"× routine or urgent ticket"}:::gate s1 --> gx p00["search knowledge base"]:::task gx -->|"routine"| p00 p01["draft and send reply"]:::task p00 --> p01 p10["alert human manager"]:::task gx -->|"urgent"| p10 p01 --> out p10 --> out out[/"ticket resolved or escalated"/]:::out pay{{"faster safer support responses"}}:::pay out --> pay esc(("Alerts a person")):::human s1 -. "if it fails" .-> esc esc -.-> out classDef task fill:#e7f6fe,stroke:#34b8f0,color:#2c2a29 classDef svc fill:#f6f8fa,stroke:#7c8795,color:#2c2a29 classDef mi fill:#e7f6fe,stroke:#0079a8,color:#2c2a29,stroke-width:2px classDef human fill:#fff,stroke:#0079a8,color:#0079a8 classDef store fill:#f6f8fa,stroke:#0079a8,color:#2c2a29 classDef trig fill:#00a4eb,stroke:#0079a8,color:#fff,font-weight:bold classDef trigtime fill:#00a4eb,stroke:#0079a8,color:#fff,font-weight:bold classDef trigdata fill:#8ad4f5,stroke:#0079a8,color:#06314c,font-weight:bold classDef gate fill:#fff,stroke:#e8a23d,color:#6b4708,font-weight:bold classDef out fill:#1f9d6b,stroke:#167a53,color:#fff,font-weight:bold classDef pay fill:#06314c,stroke:#021f33,color:#fff
Starts itA stepA personOne path onlyResultPayoff
Build size
Advanced

A larger build with multiple systems, AI reasoning, and custom rules.

Business functions
AI Agents & Autonomous SystemsKnowledge Base & RAGEmail AutomationSpreadsheet & Database OpsSurvey & FeedbackSecurity & ComplianceCustomer Support & Ticketing
Connects
GmailAirtableSupabaseGoogle GeminiSlack

The problem it solves

Support tickets pile up faster than your team can read them, and a single missed data leak or manipulated message can turn into a real security problem. You also don't want a frustrated customer stuck waiting behind routine questions a system could have answered instantly.

Who it fits

Support teams handling a high volume of tickets who need consistent, safe first-line responses.

How it works

  1. A new support message arrives by email or form
  2. A security check blocks and logs anything unsafe before it reaches the AI
  3. AI classifies the issue and scores how upset the customer is, escalating serious cases straight to a human manager on Slack
  4. For routine tickets, AI searches your knowledge base and drafts a reply
  5. The reply is sent to the customer by Gmail
What you get

Routine tickets answered while tough ones escalate

Your customers get quick, safe answers to routine questions, while angry or unsafe messages get flagged straight to a manager.

What you get

A resolved support ticket, either an AI-drafted email reply or an escalation alert to your team, plus a log of any blocked security threats.

What you need

A Gmail account, an Airtable account, a Supabase account for the knowledge base, a Google Gemini API key, and a Slack workspace.

We can build this. But should you?

The hard question is not how to build it. It is whether this is the right thing to build first.

That is what a Fractional Chief AI Officer figures out with you, before anyone writes a line of code.

Let's Talk Strategy

Related automations

Automatically score contract risk from PDFs and alert your team

Reads uploaded contracts, scores their risk with AI, and alerts your team in Slack when something needs review.

Advanced

Answer support emails automatically from your knowledge base

Reads incoming support emails, finds the answer in your knowledge base, and replies automatically.

Advanced

Scan company career pages and alert your team to new job openings

AI scans career pages you're watching and sends Slack and email alerts the moment a matching role opens.

Advanced

Automatically collect customer reviews and email a sentiment report

Scrapes new customer reviews, uses AI to analyze sentiment, and emails you a summary report on a schedule.

Advanced
Back to the AI Playbook