Open-source playbook · 03 of 20 · For every team
Customers wait hours for answers your team has given a hundred times, and your best people spend the day repeating themselves.
The systemDrafts an accurate reply to every incoming question from your own docs and past answers, so the team only handles the new and the tricky.
Support inbox38 openPlumtree, a fictional company
Ana RuizHow do I change the reminder text my clients get?
Jon MarshCan I switch to annual billing in the middle of the month?
Priya KaleWhere do I find last month’s invoice?
Tess BlakeCan two staff share one calendar?
Leo WongOur Outlook sync stopped after yesterday’s update.
Mina DossHow do I add a new location?
// The problem
Much of a support queue has been answered before, in a help article or a past reply. Customers still wait behind each other, and your best people spend the day retyping answers they already wrote.
Five of these six already have an answer, in a help article or a past reply. Only one is new, and that’s the one that needs a person most.
// How it works
Before anyone opens a ticket, the system looks for the answer in your docs and past replies and rates how sure it is. Sure answers get a draft. Shaky ones get a flag. New or tricky ones go to a person.
1Questions come in
2How sure is it?
What it checks
3Each question lands in a lane
Not sure, or new
3Our Outlook sync stopped after yesterday’s update.
No draft, no guessing. The specialist gets a short summary, the customer’s plan and recent tickets, and a note that no matching doc was found.
The specialist answers. The answer can become the next help article.
Partly sure
2Can I switch to annual billing mid-month?
A draft is ready, with one line flagged: the proration rule came from a doc last updated in 2024.
The agent checks the flagged line, fixes it if needed, then sends.
Sure
1How do I change the reminder text my clients get?
A complete draft, built from the help article and three past replies, with every source linked.
The agent reads it and presses send, or edits it first.
Always a person, whatever the score. Refunds, credits, legal questions and upset customers skip the drafts and go straight to someone on the team.
// What the agent sees
Sample ticket, fictional company. The draft sits inside the ticket as an internal note. The customer sees nothing until an agent sends it.
Ticket #4812Sure · ready draft
ARAna RuizRuiz Physio · Pro plan
Changing the reminder text
Hi, our reminder texts still say “see you at the clinic”, but we’ve moved half our sessions online. Can I change what the reminder says, and can it be different for online sessions?
Why it scored “sure”
Suggested replyInternal note · not sent
Hi Ana, yes to both.
Go to Settings → Reminders and press Edit next to the message you want to change.1
To send a different reminder for online sessions, add a second template and set its type to “Online”. Bookings marked online will use it from then on.1
Custom templates are included in the Pro plan, so there’s nothing to upgrade.3
If it helps, we can copy your current text into the new template for you. Just reply here.2
Sam, Plumtree support
SendEditHand to a specialist
// Who presses send
It starts with an agent reading and sending every draft. Some teams later let a short, approved list of simple questions go out on their own. That’s a team decision, made after weeks of checked drafts, and it can be switched off at any time.
It never
Sending rules
An agent checks and sends every replyDefault
Every draft waits in the ticket until a person sends it.
Auto-send a short, approved listOff
Only if your team turns it on, and only:
// For your tech lead
Most of what this needs is already in your helpdesk: past replies, your help center and the ticket fields. The work is the search, the scoring rules and a review step that fits how your agents already work.
| Job | Use | Or |
|---|---|---|
| Where questions arrive | Zendesk or Intercom | Freshdesk, Help Scout, a shared inbox |
| Finding the answer | A search index of help articles and past replies | the Company Brain, pgvector |
| Drafting and scoring | Claude (API) | ChatGPT, Gemini |
| Running the steps | n8n | Make, Zapier, a small script |
| Showing the draft | An internal note on the ticket, tagged by lane | a sidebar app in the helpdesk |
| If you’d rather buy | Intercom Fin or Zendesk AI | Freshdesk Freddy AI |
Start simple1–2 days
Load your help center and your 50 most common replies into a Claude or ChatGPT project. Agents paste a question in and copy the draft out.
Production1–2 weeks
n8n runs on every new ticket: search your docs and past replies, draft, score, tag the lane and post the draft as an internal note.
Custom3–5 weeks
Scoring tuned on your own past tickets, a weekly list of questions with no good source, and auto-send for an approved list if the team wants it.
A support lead who knows the common questions owns it, with an engineer or a technical ops person for the first one to two weeks. After that, the support lead reviews the flagged and specialist lanes each week and keeps the approved sources current.
Needs
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