Automating Support for AI Viral Labs
Spammy DMs can overwhelm a small team. Here s how we use macros, docs, and Stripe data to keep responses within 24 hours.
1. Self-serve hub
support.html lists refunds, billing, and FAQ links. Many tickets never reach us because the answer is there.
2. Macros
We store canned responses in a Google Doc (refund instructions, credit migration, Discord invite). Each macro references a Zendesk tag so we can report on categories later.
3. Stripe helpers
Stripe s API lets us pull receipts based on share IDs. When someone emails credits missing , we run a script that checks their email against recent checkouts.
4. Escalation playbook
Complex cases (chargebacks, policy questions) route to a Notion board with checklists. The board includes templates for reaching out to our legal/contact emails if needed.
Further reading