How it works

Follow these 6 simple steps to automate this task automatically.

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A Gorgias ticket is created
The workflow triggers when a new support ticket is created in Gorgias. The system checks for new tickets hourly.
Time to complete: 1 minute

Get list of Gorgias ticket's messages
This step then extracts the full message history from the newly created ticket to analyze customer sentiment.
Time to complete: 1 minute

Analyze message sentiment
The built-in AI tool evaluates the ticket's content for anger, scanning for frustration indicators and assigning a confidence score between 1 and 5.
Time to complete: 1 minute

Convert AI response to a JSON array
A custom script processes the AI's response, converting it into a structured format that can be used in further steps.
Time to complete: 1 minute

Filter high-risk tickets
If the AI confidence score is 3 or higher, the ticket is flagged as containing an angry customer message, making it eligible for escalation.
Time to complete: 1 minute
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Send a Slack message to team
A Slack message is sent with a link to the support ticket, the AI-determined confidence score, a brief explanation of the sentiment analysis, and the original customer message.
Time to complete: 1 minute

Make it your own

Customize this workflow even further:

Set custom delays
Schedule actions to trigger after a set time period, such as sending follow-up emails 3 days after an event.
Chain multiple actions
Connect several steps together in one workflow, like tagging data, updating records, and notifying your team simultaneously.
Store data in tables
Save order details, customer preferences, or custom metrics in your own database for reference and reporting.
Deploy AI agents for smart decisions
Let AI agents evaluate complex scenarios and choose the right action path based on your defined rules.

Frequently asked questions

What is a template?
Templates are pre-made workflows by our team of experts. Instead of building a workflow from scratch, these have all the steps needed to complete the task.
Can I personalize a template?
Yes! Every step can be customized to meet your exact requirements. Additionally, you can even add more steps and make it more sophisticated.
Are templates free?
Yes! Our entire library containing hundreds of templates are free to use and customize to your exact needs.

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