Intercom Concierge: Log Doc Gaps When the Answer Isn't Found

Captures every onboarding question the concierge cannot answer confidently from existing documentation. Each miss is recorded with the original question, the conversation link, and a low-confidence flag, then surfaced to your docs team so coverage improves over time.

When you want your concierge to get smarter every week. Instead of silently failing on gaps, this turns each unanswered setup question into a tracked task, giving the docs team a ranked, evidence-backed list of what to write next.

1. 1An onboarding question arrives in Intercom and triggers the run.
2. 2The agent searches the product docs and scores its answer confidence.
3. 3Branch logic checks the confidence threshold.
4. 4If confident, the run ends (another workflow handles the reply).
5. 5If not confident, it appends a row to the Notion docs-gap database with the question, conversation URL, and timestamp.
6. 6It posts a summary to the docs team Slack channel so the gap is triaged quickly.