Give your support Bot your SOPs, then schedule it for business hours

How this helps you

Support replies are drafted to your own rules before you open the help desk, and nothing goes out without you.

Use the attached support documents as your rules for answering tickets. Monitor [help desk] every hour from [start time] to [end time] on [days] for new support tickets and draft responses for my approval. If a ticket isn't covered by the documents, flag it for me instead of guessing.

What they did

In Kevin Stratvert's beginner tutorial, a support Bot watches a Freshdesk help desk for a small shop. The first drafts for three tickets were generic, because the Bot didn't know the shop's rules. After the support documents were attached and the Bot was told to use the SOPs, it rewrote the drafts to follow them, and changes were made by messaging it. Then one sentence set the schedule: "Monitor Freshdesk every hour from 7:00 a.m. to 5:00 p.m. for new support tickets and draft responses for my approval." The Bot created the routine, which shows under the Bot's details.

Who it's for: Small businesses and solo founders who answer support tickets themselves.

Before you start

• Your help desk reachable by the Bot. The video uses Freshdesk; check Connect apps for yours.
• Your support rules written down: refund policy, tone, common answers.

How to try it

1. Create a support Bot and tell it which help desk and inbox it covers.
2. Attach your SOP documents in the chat and tell it to use them for every draft.
3. Ask it to draft replies to the current open tickets.
4. Read the drafts. Ask for changes in chat rather than editing in the help desk.
5. Send the scheduling prompt below with your own hours.
6. Open the Bot's details and check the routine's schedule and time zone.

What to expect

Three ticket drafts that went from generic to following the shop's own policies once the SOPs were attached.

Common mistakes

• Skipping the SOPs. Without them the drafts sound plausible but don't follow your policies.
• Checking every hour around the clock when you only answer tickets in work hours.
• Letting it send replies before you've reviewed a good number of drafts.

Related tips

• How the team uses its own Bot on support: It spots incidents and answers related tickets; a human approves the batch.
• Put quiet hours inside the routine itself: Have the routine re-check the clock right before it acts, and skip itself if it's too late.
• Do it by hand, save a skill, then schedule: Most automations break because they're scheduled before they've worked once.

Worth knowingCarved from a segment of this video starting at 6:45. Paraphrased by us; watch the original for the full walkthrough.

Learn more: Grok Bot Use Cases: Real Workflows From Real Users · All Grok Bot workflows tips