Customer Reply Drafter

Workflow

Each run, this agent takes the ticket provided as input, gathers the customer's account state and any prior email, grounds the answer in your knowledge base, and produces a customer-ready reply draft plus internal handling notes. It drafts only — it never sends.

1. Reads the ticket provided as input — subject, description, status, priority, and full comment history — from Zendesk to understand what the customer is asking and what has already been said.

2. Checks the customer's account state in HubSpot or Salesforce — plan or tier, lifecycle stage, open deals, and recent activity — so the reply reflects who they are.

3. Reviews any prior email with this customer in Gmail or Microsoft Outlook to pick up context the ticket may be missing and match the existing tone.

4. Grounds the answer in your knowledge base — help articles, runbooks, and policies — by searching Notion or Google Drive for the relevant guidance, and cites which source backs each claim.

5. Writes a customer-ready reply draft in the Reply tone tone, signed Sign-off, plus internal notes: a handling summary, escalation flags, and any missing evidence or open questions. Drafts only — it never sends the reply or updates the ticket.