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Agents spend time searching help docs and old tickets for every reply. Hops drafts a first-pass answer from the ticket, the customer’s history and your help docs, citing the article it used.
How it runs: Ask Hops, with a skill so the output has the same format every time. No automation needed.

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What it does

  • Reads the whole context. The ticket, the customer’s history and their account details.
  • Answers from your help docs and cites the article used.
  • Matches your tone. Helpful, direct, no jargon, with numbered steps when needed.
  • Never invents product behavior. If the docs do not cover it, Hops says so and suggests who to ask.
Support Inbox connection, Hops drafted a reply from the ticket, customer history and help docs

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Ask Hops

Copy a prompt into any chat with Hops, or mention @Hops in a Space.
Example reply:
Draft reply for Acme:
Hi Dana, thanks for flagging the export issue.
  • Steps 1-3 from the Exports help article.
  • Next step: reply if it still fails and we will escalate.

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What you get

  • A draft in chat, in the same thread, with the help doc cited.
  • A saved Doc, when you ask for one. Say “save this as a doc” and Hops writes it to Docs in the Space.
  • A reply draft in the Support Inbox, when you ask Hops to prepare it there.

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Connections needed

Connect these apps. Each card opens Connections in the app.

Zendesk

Tickets and sentiment (or Intercom).

Notion

Help center articles (or Confluence).

HubSpot

Deals, contacts and owners (or Salesforce).

Support Inbox

Ticket threads and customer history.

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Set it up

1

Connect your apps

Connect the apps above in Connections.See Connections.
2

Pin context (optional)

Create a support Space and pin your tone guide and top help articles in Space context.See Spaces and Space context.
3

Add the skill

Create a skill with this prompt so the output has the same format every time.
See Build a skill.
4

Ask

Ask Hops in chat. Mention the account or period you care about.