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A support ticket can say “done” while the customer cannot use the feature. In a hypothetical CSV export request, ticket T-104, the code is merged but rollout remains off. “Your feature is live” would be a broken promise.
Connect one request to one confirmed release and one reachable person. xAI’s GTM Loop Closer example describes finding commitments, showing evidence and preparing a reply. Here the commitment has a stricter test: a product owner must confirm what shipped and who can use it.
Start when release evidence exists
Use a product release record as the trigger, not a ticket status change. It needs a stable feature_id, release_id, shipped behavior, release date, rollout state and named owner. The owner must verify that the feature is available to the requesting customer’s account or plan. A merged change, staging demo or planned release note does not pass.
Map the request record to the release by feature ID, and the request to the customer by the contact ID held in the support system. Store only the mapping and status. Grok Bot does not need the whole inbox or catalog. If either ID is missing, return a review item instead of guessing from a similar name.
| Input | Minimum fields | What to verify |
|---|---|---|
| Request | Ticket ID, feature ID, request date, requester contact ID | The person actually asked for this feature |
| Release | Release ID, feature ID, shipped behavior, availability, owner sign-off | This account can use it now |
| Contact | Contact ID, approved support route, suppression status | This person may receive this kind of reply |
The request is not marketing consent. Use your approved support communication route for a factual answer to that request. If the draft promotes other features, asks for an upsell or targets people who never asked, treat it as a separate marketing campaign with its own eligibility rules. Honor unsubscribe and suppression states for the chosen channel. Our double opt-in guide explains why a ticket cannot replace a subscription record.
Draft one answer with a bounded prompt
A hypothetical output maps T-104 to F-7 and R-22, but finds rollout off. Wait; do not send.
Copy this prompt after supplying the approved records:
Inspect only the request, release and contact records I provide. Match by stable feature ID and contact ID, not by wording alone. For each candidate, show ticket ID, feature ID, release ID, owner sign-off, account availability, approved communication purpose and suppression status. Mark missing or conflicting evidence as blocked. Draft a short factual reply only for a confirmed, available release. State what changed, where the customer can use it and where to get help, using only supplied facts. Do not infer marketing consent, add promotional claims, create or update contacts, send a message, or mark a ticket closed. Return the evidence table and draft here for review.
Check: an owner compares the draft with the release record and tests availability in the requesting account. A support owner checks the recipient identity and communication purpose. Keep the draft in chat if any check fails. The Grok Bot and Brevo starter guide explains the documented MCP connection and why its available operations still need inspection; this particular workflow has not been run in a Grok Bot account.
Send once, then record the receipt
Before enqueueing an approved send, compute a deduplication key from feature_id + contact_id + release_id and reserve it atomically in a durable ledger. A prior reserved, pending, unknown or successful key blocks another enqueue. Two workers must not pass a separate read-then-write check. After a timeout, reconcile the event and provider receipts before considering any retry; absence of a response is not proof of non-delivery.
After review, configure the approved route in Brevo. Under Automations > Workflows > Create an automation, if your account exposes a custom-event trigger and email action, map your proposed feature_followup_approved event to an approved support-purpose template. The event needs a verified contact identifier; feature and release IDs are your proposed event properties, not Brevo defaults. Test with an internal contact before activation. Emit one event only after approval and successful key reservation. Otherwise use a manual support reply. Brevo documents custom events and workflow setup; inspect available actions in your account. Grok Bot’s draft does not authorize execution. The Brevo API guide covers the separate API route. Record event acceptance separately from the message send receipt. An accepted event is not evidence that an email was sent. Record the exact recipient, approved text, release proof, purpose, channel, provider send ID and timestamp. Mark the support ticket followed up only after a confirmed send receipt or documented manual support reply. Brevo’s MCP documentation establishes a possible integration surface, not that every write operation or permission is available in your client.
Set an observation cutoff for each release, such as seven days after owner-confirmed availability. At that cutoff, measure completion as eligible requests with one confirmed follow-up divided by eligible requests for that release. Keep blocked and unreachable requests in separate counts. Delivery status and customer replies help find failures; opens do not prove that the customer saw or used the feature. A release without a verified recipient is still open work. The same evidence discipline applies to a campaign experiment, though its outcome is measured differently.
Frequently Asked Questions
When is a requested feature ready for a customer follow-up?
Only after an owner confirms the feature's release ID, availability for that customer's account and the exact behavior that shipped. A closed ticket, merged pull request or draft release note is not proof that a customer can use it.
Does a support request permit a marketing email?
No. Route a factual reply about that customer's request through your approved support communication process. A wider promotional campaign needs its own permitted audience and subscription basis; the ticket does not create one.
Can Grok Bot send the release notice through Brevo automatically?
This guide uses Grok Bot to match evidence and draft a reply. Any Brevo write or send requires a separately verified connection, permission check and approval. The documented MCP compatibility has not been live-tested here.