FlowRunner for support teams
Automate the triage, drafting, and follow-up work that buries your queue, with an agent that runs the routine and a human who owns every reply, escalation, and bulk action that reaches a customer.
The queue that always wins
Your queue never sleeps. Tickets land in Zendesk, Intercom, and Freshdesk at the same time customers are messaging you on WhatsApp Business, in Slack, and through a Typeform embed. Every one needs to be read, understood, tagged, and pointed at the right person before anyone can actually help. By the time a ticket reaches the agent who can solve it, half the day is gone to sorting, not solving.
The tools are not the problem. You already run a helpdesk, a shared inbox, live chat, and three chat channels. The problem is the manual glue between them, and the fact that the work that matters most, the reply a customer reads, the escalation that pulls in an engineer, the bulk close that touches a hundred tickets at once, is exactly the work you cannot hand to a bot that does not know when to stop.
- Tickets arrive across Zendesk, Intercom, WhatsApp, and Slack all at once.
- Half the day goes to reading and tagging, not solving.
- The right ticket reaches the right person late, or not at all.
- At-risk accounts sit in the same queue as password resets.
- The reply a customer reads is exactly what a bot should not send alone.
What you can automate
Each of these runs as a flow. The agent does the triage, the drafting, and the routine steps on its own. It stops and asks a human at the one point where a wrong move reaches a customer or cannot be pulled back. Every tool named here is a FlowRunner connector, built and verified against the vendor's official API.
- 01
Inbound triage and routing
Every ticket arrives read, tagged, and pointed at the right queue.
TriggerA ticket lands in Zendesk or Freshdesk, or a message arrives over WhatsApp Business or Slack.
AgentThe agent reads the message, classifies it by topic and intent, detects the customer's language and sentiment, sets a provisional priority, tags it, and routes it to the matching team or queue in the helpdesk it belongs to.
Human checkpointClear, routine tickets it routes on its own. When intent is ambiguous, the sentiment reads as angry, or the classifier is unsure, it stops before assigning and hands the tagged ticket to a lead to place, rather than guessing and burying it in the wrong queue.
ResultAgents open tickets that are already read, tagged, and routed, so the day starts with solving instead of sorting.
- 02
Drafted reply, human sends
The agent writes the answer. A person approves it before the customer sees it.
TriggerA triaged ticket in Intercom or Help Scout matches a known question or a documented resolution.
AgentThe agent pulls the ticket history and the relevant knowledge, drafts a complete, on-brand reply in the customer's language, cites the article or macro it drew from, and attaches the draft to the ticket for review.
Human checkpointIt never sends. The draft waits in Intercom or Help Scout for the assigned agent, who reads it, edits a line if they want, and clicks send. Nothing customer-facing leaves without a human behind it.
ResultAgents answer from a finished draft instead of a blank box, and every reply a customer reads was approved by a person.
- 03
Escalate the at-risk ticket
A real emergency reaches a named person. Noise does not.
TriggerA ticket crosses a severity threshold, breaches an SLA, or comes from a flagged account in ServiceNow or Freshservice.
AgentThe agent assembles the full picture, the account, the history, the SLA clock, the sentiment trend, drafts a concise escalation summary, and prepares to route it to the on-call lead over Microsoft Teams or Slack.
Human checkpointIt stops before paging a person. Escalating to a named engineer or a customer's account owner pulls people out of their work, so the agent presents the summary and waits for a lead to confirm the escalation and the recipient rather than paging on a hunch.
ResultThe tickets that actually need a human's attention surface fast, with the context already gathered, and no one gets paged for a routine question.
- 04
Collect and route feedback
CSAT lands, gets read, and reaches the right team the same day.
TriggerA customer submits a survey or feedback form through Typeform, Jotform, or SurveyMonkey after a ticket closes.
AgentThe agent reads each response, scores the sentiment, links it back to the originating ticket and account, tags the theme, and files it so the pattern is visible instead of buried in a spreadsheet.
Human checkpointA low score or an angry comment is a save-the-account moment, so before it opens a follow-up ticket and pulls in a CX lead over Slack, it stops for a human to confirm the outreach and who owns it.
ResultFeedback stops dying in a form export. The good signal informs the team, and the at-risk score reaches a person while there is still time to act.
- 05
Bulk action across a triaged batch
The whole batch is prepared in one flow. The mass change waits for a sign-off.
TriggerA known issue is resolved, a queue is misassigned, or a recurring topic needs a macro applied across many tickets at once.
AgentThe agent identifies every affected ticket across Zendesk and Freshdesk, groups them, drafts the reassignment, tag, or macro to apply, and compiles the batch with a preview of exactly which tickets change and how.
Human checkpointA bulk reassignment or a mass close touches a hundred customers at once and is painful to reverse, so the agent stages the batch and stops. A lead reviews the preview and approves, and only then does the agent apply the change, with the batch and the approver written to the log.
ResultCleaning up a queue or pushing a known-issue macro stops being an afternoon of manual clicking, and the mass action never fires without a named human behind it.
The pattern that makes it safe to automate
Support automation fails when a bot sends something it should not, to someone it should not. FlowRunner's answer is the digital andon cord: the agent runs the line and pulls it the instant a step reaches a customer or cannot be undone. It reads, classifies, drafts, and stages the routine work on its own. Sending a customer-facing reply, escalating to a named person, reassigning or closing a batch of tickets, or opening a save-the-account follow-up always stops and routes to a person through the channel they already watch, with everything the agent gathered attached. The routine triage happens instantly; the consequential move waits for a human. That is the difference between automation your customers never feel as a downgrade and automation that erodes the trust you spent years building.
The digital andon cord →What your team gets
Open solved-ready tickets
Every ticket arrives read, tagged, and routed, so agents spend the day resolving instead of sorting a queue by hand.
Answer from a draft, not a blank box
The agent writes the on-brand reply and cites its source; the agent reads, edits, and sends. Faster answers, still human.
Catch the at-risk account in time
SLA breaches, angry sentiment, and low CSAT surface fast with context attached, so a save reaches a person while it still matters.
One agent across every channel
Helpdesks, shared inboxes, live chat, and messaging apps run through the same flow, so a customer gets the same handling wherever they wrote from.
No customer-facing move on autopilot
An agent never sends a reply, escalates, or mass-changes tickets on its own. The move a customer feels always has a named human behind it.
No coverage gaps
The agent connects to the stack you already run, every connector verified against the vendor API, so there is no channel or helpdesk it cannot reach.
Built for support's requirements
The controls a serious support organization needs before it lets automation touch a customer conversation are native to the platform, not add-ons.
Complete audit trail
Every reply, escalation, and bulk action, the agent or user behind it, the approver, and the timestamp, recorded and exportable when a customer or a manager asks what happened.
RBAC and SSO/SAML
Role-based access to the platform, with SSO and SAML, so a junior agent can draft while only a lead can approve a mass close or a customer credit.
Bring your own keys
Your model providers, your keys. The reasoning that reads and drafts customer messages runs on credentials you control, and you pay the provider directly.
Self-hosted option
Deploy inside your own infrastructure so customer conversations and personal data never leave your environment.
The complete support and messaging stack
Helpdesks, ITSM platforms, shared inboxes, live chat, team chat, and the messaging apps customers actually write from, from Zendesk, Freshdesk, and ServiceNow to Intercom, Front, WhatsApp Business, and Slack. Every connector is built and verified against the vendor's official API, so an agent calls it the way the vendor's API actually allows.
Every connector verified against each vendor's official API.
Put your support queue on autopilot, safely
$100 in credits. No card required. Every integration here is built and verified against the vendor's official API, with a human in the loop where it counts.