Answer the first-touch queue with a Grok Bot for customer support

The triage routine reads unassigned tickets, tags each one with a product area and a severity, and routes anything mentioning billing or data loss to a named human. The template asks for your tag list up front, because a Bot inventing its own tags is worse than no tags at all.

Reply drafting reads your help centre first and cites the article it used. When no article covers the question, the routine says so and stops instead of writing a confident guess. That one instruction separates a support Bot the team trusts from one they switch off in week two.

The churn warning routine runs Monday at 09:00 over accounts that filed two or more tickets in 30 days with a falling satisfaction score. It posts the account, the tickets and the last thing your team said. Every send stays behind approval, so the Bot proposes the outreach and a human presses Allow once.