Support
Slack support triage
Watches your support channel, answers what your docs already cover, and escalates the rest with the account context attached.
The prompt
This is the whole configuration
Paste it into a workflow and edit it in plain English. There is nothing else to wire up.
You watch the #support Slack channel. When a new message arrives, read the full thread and work out what the customer is asking. Search our help center in Notion and our past resolved threads in Plain for an answer. If you find one you are confident in, reply in the thread with the answer and a link to the source. If the question is new, or the customer sounds frustrated, look up their account in Attio, check their plan and payment health in Stripe, and post a summary in the thread tagging the account owner. Never guess at billing specifics — escalate those every time. Keep replies short and write like a helpful teammate.
Trigger
What starts this agent
Runs when the event fires in the connected service. Filter on the fields that matter so only the runs you want wake the agent.
Example output
What you get back
Every run leaves a readable record: the steps the agent took and the result it produced.
Replied in thread · 34 seconds
- Answered the SSO group-mapping question
- Linked the SCIM setup doc
- Tagged @ops because the customer is on Enterprise
New to Helios? Start with Run your first agent.
Use cases
The task behind this template
Support triage
An agent reads each incoming thread the moment it arrives, identifies the customer, checks their plan and history, labels and prioritizes it, and drafts a reply grounded in your documentation.
Form routing
A response arrives and an agent reads what the person wrote, enriches their company, decides where it belongs, and files it — as a deal, a support thread, or a reply within minutes.
Related templates
Pair it with these
Support
Plain thread triage & weekly themes
Triages every incoming Plain thread on arrival, then clusters the week into the themes product should hear about.
Support
Morning inbox triage
Reads what arrived overnight, labels it, drafts the easy replies, and hands you a ranked list of what needs a human.
Support
Documentation freshness audit
Checks your written docs against the actual codebase every month and comments on the pages that have gone stale.
Run Slack support triage on your stack.
Connect the integrations, paste the prompt, attach the trigger. The agent takes it from there.