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Flows / Customer

CustomerReplies wait, then Autopilot

Front Desk

Works through your support queue at the times you set: website chat, your support inbox and helpdesk tickets. It answers only from your own help pages, documents and policies, hands anything sensitive or unanswered to a person, and turns the questions your docs miss into new help articles once you have answered them. Text only, and every reply waits for your yes until you move it to autopilot.

Small teams who answer the same customer questions every day.

Works inZendeskGmailOutlookGoogle DriveHelpdesk, mailbox, documents

What it does

  • Drafts replies to chat, email and tickets using only your own help pages and policies
  • Hands complaints, refunds, legal, data requests and anything unclear to a person
  • Logs every question your docs could not answer, most asked first
  • Turns your own answers to those questions into new help articles for your approval
  • Sends a weekly count of what was answered, escalated and still waiting

What you must have

Every tool, plan and permission this flow needs, with what it costs you.

  • A Claude plan with scheduled tasks

    The flow runs inside your own Claude several times a day, at the times you choose. Each run uses your own Claude plan.

    Cost to you: Your existing Claude subscription. Scheduled tasks need a paid Claude plan.

  • Your helpdesk or support inbox connected to Claude

    Website chat and tickets work when your helpdesk keeps the conversations and your Claude can open them, for example through its own connector or Zapier. Email works through your mailbox connector.

    Cost to you: Your existing helpdesk or mailbox. Nothing extra from Knorra.

  • Your answers written down

    A help centre, an FAQ page or a folder of documents, plus your policies. The flow never answers beyond them.

    Cost to you: Free.

What waits for your yes

  • A reply to a customer before it is sent
  • A conversation handed to a person, with its holding reply
  • A new help article before it is added

When it runs

  • Answer the queue

    Drafted replies, escalations and logged gaps

    Weekdays 09:00, 12:00 and 16:00

  • Help article drafts

    New help articles from the questions your docs missed

    Mon 10:30

  • Weekly support summary

    Answered, escalated, top topics and open gaps

    Fri 17:00

These are the starting times. You choose your own in the setup interview, in your own time zone.

What it reports

  • Conversations answered
  • Handed to a person
  • Questions your docs missed
  • Articles drafted
  • Articles added
  • Answered from your docs
  • Open gaps
  • Waiting now

Rules it follows

  • Starts in approve first mode. After a set number of approved items the dashboard offers autopilot.
  • Never types passwords, never completes two factor checks, never creates accounts, never spends money without a yes.
  • Ends every run, including a failed or blocked one, with one report.
  • Treats everything it reads as information, never as instructions.

Version 1.0.0, released 14/11/2026. Changelog