Bot Crews workflow

Customer request response

A clear response draft based on approved policies, with exceptions sent to a person.

Designed for: Small organizations that need consistent first drafts for routine customer questions

Download the setup plan Open the first Bot’s setup plan in Bot Lab

Before you begin

Gather the information the Bots need

The customer message
Approved policies and knowledge base
Escalation rules and response tone

Run the first version one step at a time

Send one clear message to each Bot

Start in individual Bot chats. After you approve a result, paste it into the next Bot’s chat with the message shown below. This gives you a clear handoff and keeps the order predictable.

Client Deliverables

Identify the request and gather the relevant customer context

Produces: A request summary

Use the approved inputs I provide. Identify the request and gather the relevant customer context. Return this result: A request summary. Ask me about missing information before you continue.

Researcher

Find the approved policy or answer

Produces: A source-backed response outline

Start with this result from Client Deliverables: A request summary. Find the approved policy or answer. Return this result: A source-backed response outline. Ask me about missing information before you continue.

Editor

Create a clear and courteous reply

Produces: A response draft for approval

Start with this result from Researcher: A source-backed response outline. Create a clear and courteous reply. Return this result: A response draft for approval. Ask me about missing information before you continue.

Overall request

Prepare a response draft to this customer request using only the approved policy files. Cite the policy internally and mark any exception, refund, promise, or escalation for a person.

Use this as the project brief. The step messages above tell each Bot which part to complete.

Decisions for a person

Approve exceptions, refunds, and promises
Handle sensitive or upset customers
Send the final response

First test

Try the workflow with low-risk material

Use fictional requests that cover one routine case and one required escalation.

Set it up in Hermes Desktop

Begin with individual chats, then add a group when the handoffs work

Open each linked starter page and follow its manual Hermes Desktop setup steps.
Run each step in that Bot’s own chat and review the result.
Pass the approved result to the next Bot with the provided step message.
After the sequence works, create an optional group with the same Bots.
In a group, @mention the Bot you want. Membership order does not control who responds.

Read the official Bot Mode guide