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Quick Overview

With the Smart Support flow, your agent will:
  • Monitor a support inbox (Gmail, Outlook—or swap in Help Desk APIs)
  • Detect whether the message needs a knowledge-base reply or human help
  • Search your docs, FAQs, and policies for accurate answers
  • Respond in your brand voice or draft a reply for approval
  • Log tickets and escalations to Slack, Zendesk, or HubSpot
    Start from the email responder template and tweak as below.

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Setting Up Your Smart Support Agent

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Step 1: Connect the Trigger to Support Inbox

Gmail trigger
Select Gmail – Email Received (could swap for other systems like Zendesk – New Ticket).

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Step 2: Determine If a Reply Is Needed

Filter out non-support emails early to avoid responding to newsletters, confirmations, or internal messages.
Requires reply condition
Condition prompt: 
Only continue if the sender asks a question about products, orders, or policies.

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Step 3: Search the Knowledge Base

Query your documentation to find relevant answers before crafting a response.
Knowledge base search
  • Action: Search Knowledge Base
  • Attach FAQs, policies, refund rules, troubleshooting docs, and more

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Step 4: Verify an Answer Exists

Check if we have sufficient information to provide a helpful response, escalating complex issues to humans.
Found answer condition
  • If answer found → continue.
  • If not found → Slack – Send Channel Message the thread for human intervention
    • For Send Channel Message to work correctly, remember to add the Lindy app to your channel
Found answer condition

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Step 5: Draft or Send the Reply

Provide a helpful response using knowledge base information in your brand voice.
Send reply
Body prompt: 
You are a professional customer support agent responding to a customer inquiry.

Using the knowledge base information provided, craft a concise, helpful response that:
- Directly answers their question using KB content
- Maintains a friendly, professional tone
- Provides clear next steps when applicable
- Stays under 100 words
- Includes relevant links or resources from the KB

If multiple solutions exist, offer the most appropriate one based on their specific situation.

Sign off professionally with your name/team.

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Step 6: Log Support Interactions

Track all support interactions in a Google Sheet for reporting and analysis, with optional integration to your existing ticketing system instead.
Ticket update
  • Action: Google Sheets – Append Row to log ticket details, response time, and resolution
  • Update your support management system if applicable

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Advanced Customizations

TrickWhat it does
Multi-Channel SupportSwap Gmail for Zendesk, Intercom, or Slack slash-commands.
Sentiment EscalationFlag angry tone → route to human immediately.
SLA TimerWait + Condition → alert if no answer within 2 h during business hours.
Auto-SurveySend CSAT form 24 h after ticket closure.

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Best Practices

Review policy and product docs weekly; outdated articles create wrong answers.
Aim for one-screen replies; link out for deeper resources.
Escalate order issues or refund disputes early to avoid churn.
The same flow works for chat or SMS—just swap the trigger/action pair.

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Next Steps

Voice Support

Handle support calls 24/7

Report Generator

Generate customer success reports

Slack Integration

Resolve questions in Slack channels

Human in the Loop

Add oversight for complex support issues
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