CHATBOTS
Discord docs answerer with low-confidence ticket escalation
Answers Discord support questions by grounding on your docs, and only opens an Intercom ticket when the answer's confidence falls below a threshold.
How it runs
The automated pipeline, trigger to output.
- TriggerNew message in Discord support channelDiscord
- ActionRetrieve relevant doc passages for the questionOpenAI
- ActionDraft grounded answer and self-score confidenceOpenAI
- LogicBranch on confidence vs. threshold
- OutputPost answer in Discord thread (high confidence)Discord
- OutputOpen Intercom ticket with context (low confidence)Intercom
What it does
When someone posts a question in your Discord support channel, this workflow retrieves the most relevant passages from your documentation, drafts a grounded answer, and scores its own confidence. High-confidence answers post straight back in-thread. Low-confidence ones quietly become an Intercom conversation so a human can take over, with the original question and the bot's best attempt attached.
When to use it
Use it for a public or member-only Discord where volume is high but most questions are already answered in your docs. It keeps trivial questions out of your support queue while guaranteeing that anything the bot is unsure about reaches a person instead of getting a confident-sounding wrong answer.
How it works
- 1A new message in the support channel fires the trigger.
- 2The question text is embedded and matched against your docs corpus to pull the top relevant chunks.
- 3An LLM drafts an answer strictly from those chunks and returns a confidence score.
- 4A branch checks the score against your threshold.
- 5Above threshold: the answer is posted back in the Discord thread.
- 6Below threshold: an Intercom conversation is opened with the question, retrieved context, and draft so an agent can finish it.
Set it up
What you configure once, before turning it on.
- 1Connect DiscordCommunity channels + voice + bots.
- 2Connect OpenAIModels, embeddings, files.
- 3Connect IntercomConversations, contacts, articles.
- 4Set each agent's modelWe leave models unset so you pick the tier — fast + cheap, or top-quality.
- 5Tune it to your dataEdit the prompts, filters, and field mappings so it matches how your team works.
- 6Test, 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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