The moment it happens

Auto-reply to support requests and alert the team in Slack

Each support request gets an immediate reply with a suggested fix, and the team sees it in Slack with a category and urgency.

Runs: The moment it happens
Apps: SendGrid, Slack
AI: Yes, uses the built-in AI allowance
Access: SendGrid Mail Send; Slack chat:write

Send this to your assistant

Create a ClickRuntime automation: when a support request comes in from my help form, classify it, email the person a reply with a suggested fix through SendGrid, and post it in #support with the category and urgency.

Paste it into your assistant. It tells you what it will send or change before it runs live.

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First time? Adding ClickRuntime to your assistant takes about two minutes.

Why use it

Why teams use this automation

An IT team at a mid-sized office gets requests through a form: password resets, printer problems, access requests. People hear nothing until someone picks the ticket up, so they send a second request or walk over to ask. Many of the questions have a known answer already.

Every request now gets a reply within a minute, with a suggested fix for common problems. The team sees it in Slack sorted by category and urgency, so urgent issues get picked up first and simple ones are often solved before anyone touches them.

What you get out of it

People know they've been heard
An immediate reply cuts down repeat requests and desk visits.
Common fixes go out at once
Password resets and printer basics often solve themselves with the suggested steps.
Urgent issues stand out
Each Slack alert carries a category and urgency, so an outage isn't lost among routine asks.
Team stays in one place
Requests arrive where the team already talks, ready to claim with a reply in the thread.

How it works

What happens, step by step

Your help form sends ClickRuntime each new support request.
AI sorts it by category and urgency and drafts a short suggested fix.
The person gets that reply by email through SendGrid straight away.
The request appears in your #support Slack channel with its category and urgency.

Before it runs live

Connect SendGrid
Connect Slack, then invite the app to the channel (type /invite @ClickRuntime there)
Paste your automation's link into the other app's webhook settings

What you get

RunsThe moment it happens

Auto-reply to support requests and alert the team in Slackjust nowSucceeded

Slack · #support[Printing · normal] Lee from Finance: Printer on floor 3 says offline. Suggested fix emailed.

Build your own

Need it to work differently?

This template is a starting point. Copy the prompt and change it, or describe a different automation from scratch, with your own conditions, more apps or an AI step. Your assistant writes it, tests it and runs it on ClickRuntime.

Your own rules
Conditions, thresholds, filters and exceptions, written the way you'd explain them to a colleague.
Any number of apps
One automation can read from one app and update several others. Over 248 apps are ready, and anything with an API works too.
AI where it helps
Summaries, classification, extraction and drafts use ClickRuntime's built-in AI, with no extra key.
On a schedule or on each event
Runs as often as every 5 minutes, or the moment an app sends an event, and keeps track of what it already handled.

Changes you can ask for

Act only on the items that match your own rules, and skip the rest
Change what the AI looks for, or how it writes the result
Add another app, for example also send it to Google Sheets
Combine it with other SendGrid and Slack steps into one automation

Under the hood

The code that runs this automation

This is the Python script that runs each time the automation starts. Your AI assistant writes it for you when you send the prompt, and you allow each step in your assistant. To change how the automation works, describe the change to your assistant and it updates the script for you. For every function it can use, see the script reference.

support_request_auto_reply_and_slack_alert.pyexample

from clickruntime import on_event, credentials, http, ai, notify

@on_event
def handle(event):
    req = event.json or {}
    result = ai.generate(f"IT support request: {req.get('message', '')[:2000]}", max_output_tokens=300,
                         json_schema={"type": "object", "properties": {"category": {"type": "string"},
                                      "urgency": {"type": "string", "enum": ["low", "normal", "urgent"]},
                                      "reply": {"type": "string"}}}).json
    http.post("https://api.sendgrid.com/v3/mail/send",
              headers={"Authorization": f"Bearer {credentials.secret('SENDGRID_API_KEY')}"},
              json={"from": {"email": "it@acme.example"}, "subject": f"We've got your request: {req.get('subject', '')}",
                    "personalizations": [{"to": [{"email": req["email"]}]}],
                    "content": [{"type": "text/plain", "value": result["reply"]}]})
    flag = ":rotating_light: " if result["urgency"] == "urgent" else ""
    notify.slack(f"{flag}[{result['category']} · {result['urgency']}] {req.get('name')}: {req.get('subject')}", channel="#support")
    return {"category": result["category"], "urgency": result["urgency"]}

FAQ

Common questions

Will the reply ever promise something we can't do?

The reply is written as a suggestion with the steps to try, and says a team member will follow up if it doesn't help. It never closes the request.

Can I give it our own help articles?

Yes. List your common fixes in the prompt and the reply will draw on them instead of general advice.

What does urgent mean here?

Anything that stops work for several people, such as a network outage, or a security concern. You can define your own rules in the prompt.

What permissions does it need?

SendGrid Mail Send; Slack chat:write. Nothing else in your accounts is used.

Does it need AI?

Yes. It uses ClickRuntime's built-in AI, so you don't need an OpenAI or Anthropic key. Every plan includes a monthly AI allowance.

How many runs does it use?

One run for each event the app sends.

Can I change how it works?

Yes. Describe the change to your AI assistant, for example a different schedule, channel or filter. It updates the automation, tests it and tells you what changed.

The moment it happensAI