Sentiment-Driven Routing
Analyze ticket sentiment, classify intent with AI, then route to specialized handling: human review for refunds, Linear issues for bugs, and auto-tagging for everything else.
Analyze ticket sentiment, classify intent with AI, then route to specialized handling: human review for refunds, Linear issues for bugs, and auto-tagging for everything else.
Prerequisites: Connect Zendesk, Linear before adding this recipe. See Integrations.
How it works
Each box is a block; arrows show the order Stylo runs them, and branch labels show the path taken on each outcome.
Parameters
Set these when you add the recipe to your workspace:
| Parameter | Type | Default |
|---|---|---|
linear_team_id | string | — |
refund_approval_channel | string | #refund-approvals |
Blocks used
Every block in this recipe, linked to its reference page where one exists:
| Block | Type | What it does |
|---|---|---|
| Webhook | trigger/webhook | Trigger workflow via HTTP webhook |
| Get Ticket Context | zendesk/get-ticket-context | Get complete ticket context (ticket, conversation, customer, assignee, organization) optimized for AI |
| Classify | ai/classify | Classify content into predefined categories using AI |
| Add Tags | zendesk/add-tags | Add tags to a ticket for classification and tracking |
| Router | system/router | Branch into N paths via boolean predicates or AI classification. |
| Human Review | system/human-review | Pause and wait for human approval before continuing |
| Add Comment / Reply | zendesk/add-comment | Add a public reply or internal note to a ticket |
| Create Ticket | linear/create-ticket | Create an issue in Linear |
When to use it
Use this when different emotional tones and intents deserve different handling — for example, routing refund requests to a human for approval, filing bug reports as Linear issues, and auto-tagging everything else.
Adapt it
This recipe is a starting point. To fit it to your workspace:
- Set the
linear_team_idparameter so bug reports file into the right Linear team. - Set the
refund_approval_channelparameter to the Slack channel where refund approvals are requested. - Edit the sentiment categories and the Route definitions to match the intents your team handles.
Related
Escalation & SLA Monitor
Run every 30 minutes to find open tickets approaching or breaching SLA, then escalate with priority bumps, tags, Slack alerts, and internal notes.
Customer 360 Enrichment
When a new ticket arrives, pull the customer's full context from Zendesk and HubSpot, then use AI to generate a comprehensive summary posted as an internal note.