AI & RAG
Turn recurring un-answerable Intercom questions into Confluence doc stubs
Clusters resolved Intercom conversations that had no matching answer-bank entry, identifies recurring knowledge gaps with an LLM.
How it runs
The automated pipeline, trigger to output.
- TriggerSchedule: weekly
- ActionPull low-confidence resolved Intercom conversationsIntercom
- ActionCluster gaps into recurring topics with LLMOpenAI
- LogicKeep clusters above frequency threshold
- ActionDraft Confluence page outline per clusterConfluence
- OutputOpen Linear ticket linking the draftLinear
What it does
Finds the questions your answer bank keeps missing and routes them to be written up. The workflow looks at recently resolved conversations that were tagged as having no confident retrieval match, clusters them by topic, and for each recurring gap generates a draft Confluence page outline and a tracking ticket so a writer can fill it in.
When to use it
When retrieval coverage is plateauing and you want a data-driven backlog of what to document next, instead of guessing which help articles are missing.
How it works
- 1A weekly schedule kicks off the gap analysis.
- 2The workflow pulls resolved Intercom conversations from the past week tagged `needs-human` or low-confidence.
- 3An LLM clusters them into recurring topics and ranks clusters by volume.
- 4A logic step keeps only clusters above a minimum frequency to suppress one-off noise.
- 5For each qualifying cluster, an LLM drafts a Confluence page outline with the common question and a suggested answer skeleton.
- 6A draft Confluence page is created and a Linear issue is opened linking to it for an owner to complete.
Set it up
What you configure once, before turning it on.
- 1Connect IntercomConversations, contacts, articles.
- 2Connect OpenAIModels, embeddings, files.
- 3Connect ConfluenceSpaces, pages, blueprints.
- 4Connect LinearIssues, projects, cycles, triage.
- 5Set each agent's modelWe leave models unset so you pick the tier — fast + cheap, or top-quality.
- 6Tune it to your dataEdit the prompts, filters, and field mappings so it matches how your team works.
- 7Test, then turn it onRun once against a sample, confirm the output, then enable the trigger.
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Run it inside a business
This workflow drops into a full company template. Import the org, and this is one of the playbooks its agents run.
Run this workflow in your colony.
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