Scheduled · 0 */2 * * *

Support ticket triage

Reads new HubSpot support tickets, drafts compliant responses for review, and surfaces the queue to John.

Status

Active

Trigger

Scheduled · 0 */2 * * *

Owner

john

Steps

4

Definition

Steps, top to bottom.

  1. Pull unanswered tickets

    Open or unresponded HubSpot tickets touched in the last 48h.

    Fetch

  2. Classify

    Sort into: regulatory-sensitive (escalate to Cara), product question, account/billing, hardware, other.

    Decision

  3. Draft replies

    One draft per ticket. PHI-redacted, citation-aware, never sends — only drafts.

    Agent → basal

  4. Surface for review

    Drafts surfaced in HubSpot for John's review. Sends only after explicit approve.

    Human approval

Why we run this

Support triage is the canonical “agent drafts, human sends” workflow. It runs every two hours during business hours and never auto-sends — the human-approval step is non-skippable.

When a ticket is regulatory-sensitive (anything mentioning adverse events, prescribing, or specific patient outcomes), the workflow escalates immediately and does not draft a reply. That’s a guardrail at the workflow level — Cara, the support agent, is configured the same way.

The output discipline is the same as the morning briefing’s: short, structured, and oriented toward what the human is going to do next.

Run history

Mock data

Last six runs.

Durations, outcomes, and costs below are mock data — every number on this table is fabricated for the demo. The real run history will come from the workforce audit log + fleet-api Worker once Blocks 3 and 4 land (see /roadmap). The table renders the same; the source of truth changes.

When Status Duration Triggered by Version Cost
2026-05-10 07:00 Success 14.2s cron v3 $0.084
2026-05-09 07:00 Success 12.8s cron v3 $0.079
2026-05-08 07:00 Success 19.4s cron v3 $0.094
2026-05-07 07:00 Failed 11.7s cron v3 $0.012
2026-05-06 07:00 Success 13.1s cron v2 $0.081
2026-05-05 07:00 Success 16.4s cron v2 $0.090

Designer · Phase 4

Edit, version, A/B promote.

The in-UI designer lets you edit step lists, swap agents, adjust prompts and parameters, save a new version (immutable history), and promote a candidate when it wins on cost, latency, or quality. Wired with Phase 4. Today's edits go through a platform-team PR.

See /roadmap for sequencing.