Check for churn and expansion signals, then draft replies

Zapier agents can scan customer systems for account changes and also draft support responses for human review.

Done with Zapier Agents· Intermediate

What they did
Healthie set up a Zapier agent to review Salesforce, HubSpot, Vitally, and Help Scout every Monday. It looks for early signs that an account may be at risk or ready to grow, then posts a ranked summary in Slack for support and product leads. Erewhon connected Help Scout, ChatGPT, a vector store, and BigQuery so the agent can read a customer’s membership details and write a policy-based reply.
How it went
At Erewhon, about 70% of the drafted replies are sent without edits, which it says saves roughly 1,500 labor hours each year across 10 stores. No outcome numbers were given for Healthie’s workflow.
Tips
Keep the agent’s output limited to drafts and summaries so a person can review anything customer-facing. If you want a quality check, add a second step that compares each draft with the final human-edited version.

Try it yourself with Zapier Agents

Build a Zapier agent for [company] that runs every [Monday] and reviews [CRM], [billing tool], [support inbox], and [customer success tool] for accounts showing [churn signals] or [expansion signals]. For each account, list the signal, the source, and a brief reason, then post a prioritized summary in [Slack channel] for [support/product] review. Also draft replies for open tickets by checking [customer profile], [membership or account history], and [policy docs], but save every response as a draft and stop for approval before any message is sent. After drafts are created, compare them with the final human reply and score how much the draft was changed.

Fill in the [brackets]. Agents can make mistakes, so review anything before it is sent, paid or deleted.

Read the original on zapier.com ↗

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