> ## Documentation Index
> Fetch the complete documentation index at: https://docs.lyzr.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Build a SuperFlow — Smart Support Ticket Triage with Human-Approved Escalation

This cookbook walks through building a complete, working SuperFlow end to end in Lyzr Studio: a real-time pipeline that reads an incoming support ticket, decides whether it's serious enough to need a human's eyes, and either drafts a reply on its own or pauses to get a real person's approval before an internal alert goes out.

**Example used throughout:** a support inbox where every new ticket should get an instant, sensible response — routine questions get an AI-drafted reply immediately, while angry/urgent tickets get flagged to a human first, who approves or dismisses the escalation with one click from an email.

***

## The flow we're building

<img src="https://mintcdn.com/lyzrinc/mGJw3GAjt461mWY1/assets/images/lyzr-studio/superflow-cookbook.png?fit=max&auto=format&n=mGJw3GAjt461mWY1&q=85&s=34d87a5141be7f0fd27eaeaf07e6ace2" style={{ maxWidth: '500px' }} width="1122" height="1402" data-path="assets/images/lyzr-studio/superflow-cookbook.png" />

***

## Before you start

Nothing to set up in advance — this flow only uses plain LLM nodes, so there's no knowledge base or database to connect first. You'll just need one real email address (yours, or a support lead's) to receive the approval email when you test the flow later.

***

## Part 1 — Create the SuperFlow

1. Sidebar → **Create Agent**.
2. Choose **SuperFlow**.
3. In the **"New SuperFlow"** panel that opens:
   * **Name** — e.g. "Support Ticket Triage"
   * Leave **"Start from a template"** alone — we're building this one from scratch.
4. Click **Create empty**.

You land on the canvas editor.

***

## Part 2 — Build the canvas

### 2a. Configure the Trigger

Every SuperFlow starts with exactly one **Trigger** node. If it's not already on the canvas, drag it in from the left node palette.

1. Click the **Trigger** node.
2. Under **Input Schema**, click **+ Add field** three times to define what a ticket looks like:
   * `customer_name` — type **String**, check **Req**
   * `email` — type **String**, check **Req**
   * `message` — type **String**, check **Req**, and also check **Multi** (so it renders as a multi-line box when testing)
3. Under **Trigger sources**, stay on the **Webhook** tab and toggle **Enable webhook trigger** on.
   * *(The actual Webhook URL and a Copy button appear here once you've saved the flow at least once — we'll come back to this in Part 4.)*

### 2b. Add the If node

1. From the left node palette, drag (or click) **If** onto the canvas and connect the Trigger's output into it.
2. Click the **If** node and toggle on **AI evaluation**.
3. In the **Condition** box, describe the check in plain English:
   *"Is this customer message urgent, angry, or a serious complaint that needs a human to check before anything is sent?"*
4. Pick a **Provider** and **Model** below it (any chat model works fine here).

The If node now has two outputs: **True** and **False**.

### 2c. Add "Draft Reply" (handles the routine case)

1. Drag an **LLM** node onto the canvas.
2. Connect the If node's **False** output into it.
3. Click it and rename it (via the node's title field) to **"Draft Reply"**.
4. Fill in:
   * **System Prompt** — e.g. "You are a helpful, polite customer support agent. Write a short, warm reply to the customer's message."
   * **Query** — reference the ticket's message field from the Trigger (use the field-reference picker next to the box to insert it) so the LLM actually sees what the customer wrote.
   * **Provider / Model** — pick your preferred model.

### 2d. Add the Wait for Approval node (handles the serious case)

1. Drag a **Wait for Approval** node onto the canvas.
2. Connect the If node's **True** output into it.
3. Click it and fill in:
   * **Approval Message** — e.g. "A customer sent an urgent/angry message — please confirm this needs escalating." (reference the ticket's message field so the reviewer can actually read it)
   * **Notify Emails** — add your own email address here for testing (this is who gets the approval email)
   * **Email Subject (optional)** — e.g. "Approval needed: Support Ticket Triage"

This node has two outputs: **Approved** and **Rejected**.

### 2e. Add "Escalation Alert" (only fires when a human confirms)

1. Drag another **LLM** node onto the canvas.
2. Connect Wait for Approval's **Approved** output into it.
3. Rename it **"Escalation Alert"**.
4. Fill in:
   * **System Prompt** — e.g. "Summarize this customer complaint into a short, urgent internal alert for the support team lead."
   * **Query** — reference the ticket's message field again.

### 2f. Reconnect the "false alarm" path

1. Connect Wait for Approval's **Rejected** output **into the same "Draft Reply" node** from step 2c (a node can have more than one incoming connection — this means "reviewed and it wasn't actually urgent, so just send the normal reply").

### 2g. Add the two end points

1. Drag a **No-Op** node, connect it after **Draft Reply**, and set its **Output field** to the field holding the drafted reply — this makes the reply show up as the flow's visible result when testing.
2. Drag a second **No-Op** node, connect it after **Escalation Alert**, and set its **Output field** the same way, pointing at the escalation summary.

### 2h. Save

Click **Save SuperFlow** (top of the canvas).

***

## Part 3 — Test it

1. Click **Run** (top of the canvas) to open the run panel.
2. Fill in the trigger fields you defined in 2a:
   * `customer_name` — e.g. "Jordan Lee"
   * `email` — e.g. "[jordan@example.com](mailto:jordan@example.com)"
   * `message` — try a routine one first, e.g. *"Hey, what are your business hours?"*
3. Click **Run**. Watch it flow through **If → False → Draft Reply → End**, and check the drafted reply makes sense.
4. Run it again with an urgent-sounding message instead, e.g. *"This is the third time your app has charged me twice and nobody has replied to my emails, I'm furious."*
5. This time it should take the **True** path into **Wait for Approval** — the flow pauses here. Check the inbox for the email address you put in **Notify Emails**; you'll get a message with a direct link to the approval screen.
6. Open that link and click **Approve** — the flow resumes into **Escalation Alert**, and you'll see the internal alert as the result. Try running it again and clicking **Reject** instead, to confirm it correctly falls back into **Draft Reply**.

***

## Part 4 — Connect it to a real support form (optional)

1. Back on the **Trigger** node, with **Enable webhook trigger** already on, copy the **Webhook URL** shown there (click **Copy**).
2. Point your actual support form, helpdesk tool, or ticketing system's outgoing webhook at that URL, sending `customer_name`, `email`, and `message` in the request — matching the schema from 2a.
3. Every real ticket submitted now runs through this exact flow automatically.

***

## Quick checklist

* [ ] SuperFlow created from scratch (Part 1)
* [ ] Trigger's input schema defined: `customer_name`, `email`, `message` (Part 2a)
* [ ] Webhook trigger source enabled (Part 2a)
* [ ] If node set to AI evaluation with a clear plain-English condition (Part 2b)
* [ ] Draft Reply LLM node configured and connected to both the False and Rejected paths (Part 2c, 2f)
* [ ] Wait for Approval configured with a real notify email (Part 2d)
* [ ] Escalation Alert LLM node connected to the Approved path (Part 2e)
* [ ] Both paths end in a No-Op node with an output field set (Part 2g)
* [ ] Flow saved (Part 2h)
* [ ] Tested both a routine and an urgent message in the Run panel, including approving and rejecting (Part 3)
* [ ] Webhook URL wired into a real support form, if going live (Part 4)