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Classify ticket sentiment and urgency with Data Agent: Custom prompt and set priority

One of 565 written HubSpot workflow specs, by a collective of independent HubSpot consultants.

Professional

Seat pricing: Professional edition. To build it, a GTM Seat or an Ops Seat (an Ops Seat cannot create marketing emails or sequences). Per-hub plans: Service Hub Professional.

Ticket16 stepsUpdated for HubSpot seat pricing
OutcomeEach new ticket gets a sentiment value, an urgency value and a priority derived from both, so the queue is sorted by what customers wrote and not by arrival time.
Workflow mapai-agents-012
Ticket created with a description leads to Two Custom prompts classify sentiment and urgency. Two Custom prompts classify sentiment and urgency leads to Urgency output known. Urgency output known leads to No: Set priority Medium by default and create triage task; Yes: Write urgency and sentiment and stamp time. Write urgency and sentiment and stamp time leads to Urgency and sentiment. Urgency and sentiment leads to high or medium with negative: Set priority High; otherwise: Set priority Medium or Low. No Yes high or medium with negative otherwise Ticket created with a description Two Custom prompts classify sentiment and urgency Urgency output known Set priority Medium by default and create triage task Write urgency and sentiment and stamp time Urgency and sentiment Set priority High Set priority Medium or Low
Ticket created with a description leads to Two Custom prompts classify sentiment and urgency. Two Custom prompts classify sentiment and urgency leads to Urgency output known. Urgency output known leads to No: Set priority Medium by default and create triage task; Yes: Write urgency and sentiment and stamp time. Write urgency and sentiment and stamp time leads to Urgency and sentiment. Urgency and sentiment leads to high or medium with negative: Set priority High; otherwise: Set priority Medium or Low. No Yes high or medium with negative otherwise Ticket created with a description Two Custom prompts classify sentiment and urgency Urgency output known Set priority Medium by default and create triage task Write urgency and sentiment and stamp time Urgency and sentiment Set priority High Set priority Medium or Low

When to use it, when not to

Use it

  • Use it when every ticket arrives at the same priority and agents open them in order, so a blocked customer waits behind ten how-to questions.
  • Use it when keyword rules have been tried and miss too much. "Nothing works since this morning" contains no keyword and is urgent.
Read more on when to use itShow less

Skip it

  • Do not use it when the support form already asks the customer for severity and customers answer honestly. Use that field, or combine it with account tier as in tickets-sla-025.
  • Do not use it as the only path to High priority for contractual SLAs. A model reading tone can miss a calm message about a severe outage. Keep rule-based priority (tickets-sla-002) for known critical cases and let this spec handle the rest.
Read more on when to skip itShow less

The rest of this spec

Prerequisites · 9 items

Every property with its label, internal name, type and options, plus the assets the workflow needs.

Enrollment · 4 parts

The trigger, the criteria as ticked in the UI, the re-enrollment rule and the suppression list.

Steps · 16 numbered actions

Each action in order with its parameters, branches and delays.

Known pitfalls · 6

Traps seen in production, each with what breaks and what to do instead.

Test plan and UAT script · 10 cases, 3 variants

How to prove it works in a test portal, one case per branch, and a sign-off sheet.

Files · PDF, Markdown, JSON, CSV

The properties JSON creates the fields in one call. The workflow JSON documents the build.

Install · 1 click, switched off

The installer creates the properties and the workflow, switched off, then opens a task for what it cannot create. Nothing is deleted, enabled or enrolled.

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