AI agent that answers customer replies and opens a task when it can't
When a customer replies to a Fluent Support ticket, an AI agent reads the reply and can answer it, open a ClickUp task for engineering, and tag the ticket. Slack then gets a note that the AI followed up.
Fluent Support
AI Agent
ClickUp
Slack6 steps Setup ~12 min Used on 2.3k sites Agentic Support Free to import
What this workflow does
Customer follow-ups pile up between agent shifts. Many are simple, like a thank-you or a question the docs already answer, while a few need an engineer. This workflow lets an AI agent take the first pass at each reply so simple ones get an answer and harder ones reach engineering as a task.
When a customer replies to a ticket in Fluent Support, FlowMattic gives an AI Agent the customer's name and the text of that reply. The agent runs on OpenAI's GPT-4o and is told to answer if it can, create a task with the details if the issue needs engineering, and always tag the ticket. It has three tools: reply to the ticket, create a task in ClickUp, and add a tag to the ticket. It writes the reply, the task name and description, and picks the tag. After the agent step, a Slack message says the AI followed up on that ticket number.
The agent only sees the latest reply, not the earlier conversation, so answers to replies that depend on context may miss the point. The agent chooses which tools to use, and the Slack note is posted after every run whatever it did.
Plugin developer with a small support team
Customers reply with how-to questions after a fix is shipped. The agent answers the simple ones, and replies that describe a bug become ClickUp tasks for your developer.
Weekend coverage for a SaaS help desk
Nobody is on shift on Saturday. Customer replies still get a first response, and anything technical is waiting in ClickUp on Monday morning.
Keeping engineering requests out of the help desk
Engineers work in ClickUp, not Fluent Support. Escalations reach them as tasks with the details, and the ticket tag shows support staff what happened.
How this workflow runs
What happens at each step once the workflow is on, and what you need before you import it.
Fluent Support Customer Replies to a TicketRuns each time a customer replies to an existing ticket in Fluent Support. The ticket ID, customer name and reply content are passed to the AI Agent.
- AI Agent Execute Agent
Gives the agent the customer's name and reply, with instructions to answer when it can, create a task if the issue needs engineering, and always tag the ticket.
- Fluent Support Reply to Ticket
A tool the agent can call to post a reply on the same Fluent Support ticket. The agent writes the response itself, based only on the customer's latest reply.
- ClickUp Create Task
A tool the agent can call to create a ClickUp task for engineering. The agent writes the task name and description. Connect ClickUp and run a test to see where tasks land.
- Fluent Support Add Tag to Ticket (Pro)
A tool the agent can call to add a tag to the ticket. The agent chooses the tag, so tell it which tags exist in its instructions. This action is marked Pro in FlowMattic.
- Slack Send Channel Message
Posts a message in Slack that the AI followed up on the ticket number. It runs after the agent step on every reply, whichever tools the agent used.
What you need
- FlowMatticCore
- Fluent Support PluginPlugin
- AI ProviderAccount
- ClickUp AccountAccount
- Slack AccountAccount
After importing, map your own data. To keep the template universal, not every step is pre-filled. Open each step in the builder and connect your accounts and fields (channels, lists, sheets, recipients) before you switch the workflow on.
Make it yours
Changes worth making after you import it.
- List your Fluent Support tags in the agent's instructions, with what each one means, so the agent can only pick from tags that actually exist in your help desk.
- Add a short summary of your product, refund policy and common fixes to the agent's instructions. It only sees the reply, so this is the knowledge it can answer from.
- Add a Filter after the trigger that skips replies containing words like refund or cancel, so a person always handles those conversations.
Questions about this workflow
Does the AI agent see the whole Fluent Support conversation?
No. It is given the customer's name and the text of their latest reply only. Put the background it needs into its instructions, or expect it to escalate more often.
Will the agent reply to every customer reply?
It is told to answer when it can and to escalate when engineering is needed. It decides which tools to call, so check Task History for the first replies to see how it behaves.
Does the Slack message mean the customer got an answer?
No. The Slack step runs after every agent run, so it posts even if the agent only created a ClickUp task or did nothing. Open the ticket to see what happened.
Which AI model handles Fluent Support replies?
This template runs the agent on OpenAI's GPT-4o. Connect an AI provider in FlowMattic before you turn the workflow on.
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