Smart Auto-Reply with Knowledge Base
Search your knowledge base for relevant articles, generate a grounded AI draft reply, and surface it in the Zendesk agent sidebar for one-click approval.
Search your knowledge base for relevant articles, generate a grounded AI draft reply, and surface it in the Zendesk agent sidebar for one-click approval.
Prerequisites: Connect Zendesk 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 |
|---|---|---|
min_kb_confidence | number | 0.4 |
brand_voice | string | Friendly, professional, and empathetic. Use the customer's first name when available. Keep responses concise but thorough. |
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 |
| Search Knowledge Base | context-engine/search-knowledge-base | Search synced knowledge base documents using semantic search with automatic reranking |
| Condition | system/condition | Branch the workflow based on a boolean expression |
| Generate Text | ai/generate-text | Generate text using AI models |
| 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 |
When to use it
Use this when you want agents to start from a knowledge-grounded draft instead of a blank reply box. It searches your knowledge base, drafts a reply only when a confident match exists, and surfaces it in the Zendesk sidebar for an agent to review.
Adapt it
This recipe is a starting point. To fit it to your workspace:
- Tune the
min_kb_confidenceparameter to control how strong a knowledge-base match must be before a draft is generated. - Edit the
brand_voiceparameter to set the tone and style of the generated draft. - Adjust the confidence condition branch if you want different behavior when no confident match is found.
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