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Draft a reply suggestion as a note on the ticket, never auto-sent, for the agent to edit

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.

Ticket8 stepsUpdated for HubSpot seat pricing
OutcomeWhen a support agent opens a new ticket, a draft reply is already on the timeline as an internal note, ready to be corrected and sent by the agent. The workflow itself sends nothing to the customer.
Workflow mapai-agents-013
Email or form ticket created leads to Custom prompt drafts a reply. Custom prompt drafts a reply leads to Output known. Output known leads to No: Set draft status empty; Yes: Write draft to property and stamp time. Set draft status empty leads to Create task to reply from scratch. Write draft to property and stamp time leads to Create internal note with the draft. Create internal note with the draft leads to Agent edits and sends by hand. No Yes Email or form ticket created Custom prompt drafts a reply Output known Set draft status empty Write draft to property and stamp time Create task to reply from scratch Create internal note with the draft Agent edits and sends by hand
Email or form ticket created leads to Custom prompt drafts a reply. Custom prompt drafts a reply leads to Output known. Output known leads to No: Set draft status empty; Yes: Write draft to property and stamp time. Set draft status empty leads to Create task to reply from scratch. Write draft to property and stamp time leads to Create internal note with the draft. Create internal note with the draft leads to Agent edits and sends by hand. No Yes Email or form ticket created Custom prompt drafts a reply Output known Set draft status empty Write draft to property and stamp time Create task to reply from scratch Create internal note with the draft Agent edits and sends by hand

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

When to use it, when not to

Use it

  • Use it when agents write similar openings and next-step requests all day, and a starting draft saves them the first two minutes of each reply.
  • Use it when you want AI help on tickets without letting an AI talk to customers. The draft is a note. Only a person can turn it into a message.
Read more on when to use itShow less

Skip it

  • Do not use it if the goal is for an AI to answer customers directly. That is the Customer Agent, see ai-agents-011.
  • Do not use it expecting product answers. The prompt model has no internet access and cannot read your knowledge base. It drafts structure, tone and clarifying questions from the ticket text. The agent supplies the facts.
Read more on when to skip itShow less

The rest of this spec

Prerequisites · 8 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 · 8 numbered actions

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

Known pitfalls · 7

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

Test plan and UAT script · 3 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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