AI & RAG
Alert support in real time when the answer bot retrieves nothing relevant
On every inbound Intercom message, checks whether the answer bot found a confidently-relevant article; if retrieval comes back empty or low-confidence, it posts the question…
How it runs
The automated pipeline, trigger to output.
- TriggerIntercom new-message webhookIntercom
- ActionScore best-article relevance for the questionOpenAI
- LogicBranch on confidence threshold
- OutputPost live gap to Slack triageSlack
- ActionLog the retrieval gapPostgres
What it does
It catches retrieval failures the moment they happen instead of in a weekly report. When a customer message reaches Intercom and the RAG layer returns no article above your confidence threshold, the workflow routes that live question to a Slack channel for a human and records the gap so content owners can backfill it.
When to use it
Use it when missed answers cost you real conversations — high-value accounts, trials, or time-sensitive support — and you can't wait for a batch audit. It turns each retrieval gap into both an immediate human handoff and a logged content request.
How it works
- 1An Intercom webhook fires on each new inbound conversation message.
- 2An OpenAI step scores the best-matching article's relevance for that exact question.
- 3A logic branch checks whether the top score clears your confidence threshold.
- 4If it clears, the flow ends — the bot handles it. If not, continue.
- 5Post the unanswered question, conversation link, and nearest-miss article to a Slack triage channel.
- 6Append the gap to Postgres so recurring unanswered topics surface in reporting.
Set it up
What you configure once, before turning it on.
- 1Connect IntercomConversations, contacts, articles.
- 2Connect OpenAIModels, embeddings, files.
- 3Connect SlackChannels, DMs, threads, mentions.
- 4Connect PostgresAny Postgres URL — query, write, migrate.
- 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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