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USE CASECustomer SupportModerate

“Reply by text, and it works the helpdesk for you”

Jesse Hanley’s thread is not a one-liner dump: he already runs a support bot against Bento Chat / helpdesk. It sweeps a few times a day, summarises what is assigned or escalated, and he texts back what to do — then it hits the admin MCP. “This is what I’ve done and it’s fantastic.”

Grok·0.0·0 saves·12 uses·via @jessethanley·Tweet by @jessethanley
Open @jessethanley on X

How it runs

5 steps. Do them in order.

  1. 01In Grok Bot, create a bot named **Jesse** and connect GitHub, Google Docs.
  2. 02Paste the reconstructed prompt below in as its standing instructions, then tell it the one job: support autopilot.
  3. 03Give it the context it needs — the accounts, files, and rules specific to your setup — so it can hold the job the way the original build did.
  4. 04Run it each week; it acts once you approve each step.
  5. 05Watch the first few runs, correct anything off, then let it hold the job. Adapt the connected tools to match your own stack.

What you get

The loop closes because Jesse can just text back what to do — 'refund X', 'reply Y', 'ignore' — and the bot executes through the admin MCP instead of him clicking through a helpdesk himself. A running list of questions the docs still don't answer is the byproduct that quietly improves the next sweep.

Prompt

Copy it. Change the names. Keep the job.

Prompt
Role: Support autopilot for my SaaS. Sweep, summarise, wait, then act.

Mission: A few times per day, pull tickets assigned to me or escalated to a human. Use our docs. Draft answers. If docs are missing, write the missing doc from the last 12 months of tickets. I text back what to do; you execute through the helpdesk/admin MCP.

Tools: Helpdesk (Bento Chat, Help Scout, Intercom, or what I connect), docs, admin MCP/API. No clicking around production without that MCP.

What good looks like:
- A sweep note: new, waiting on me, suggested replies, suggested admin actions.
- I reply in chat (“refund X”, “reply Y”, “ignore”). You do only that.
- A weekly list of questions docs still do not cover.

Never, without asking: send a reply, refund, delete a user, or change billing. Never invent a policy.

Stop if the admin MCP is down — summarise only.
Use withGrok

via @jessethanley · Tweet by @jessethanley

Tips

  • ·Reconstructed from @jessethanley's published Grok Bot build. Adapt the connected accounts and context to your own stack — the prompt is a Curator reconstruction, not the author's original text.
  • ·weekly
  • ·acts-with-approval

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Same category. Different job.

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