CHATBOTS
Turn Repeated Onboarding Confusion into Linear Product Issues
When the onboarding bot repeatedly fails to confidently answer questions about the same setup step, it files a deduplicated Linear issue so the product team can fix…
How it runs
The automated pipeline, trigger to output.
- TriggerOnboarding conversation escalated in IntercomIntercom
- ActionClassify conversation into setup-step topic with OpenAIOpenAI
- ActionIncrement per-topic escalation count in PostgresPostgres
- LogicThreshold crossed and no open issue?
- ActionCreate friction issue in LinearLinear
- OutputStore Linear issue ID for dedupPostgres
What it does
This closes the loop between support and product. Each time the onboarding concierge escalates because it could not confidently help, the topic is logged. When a single setup step generates enough low-confidence escalations, a Linear issue is opened describing the recurring friction so the root cause gets fixed.
When to use it
Use it when the same onboarding questions keep reaching humans and you want product signal, not just deflection. It converts repeated confusion into prioritized work.
How it works
- 1An Intercom event for an escalated onboarding conversation triggers the flow.
- 2OpenAI classifies the conversation into a canonical onboarding-step topic.
- 3The escalation is counted per topic in Postgres.
- 4A logic check fires only when a topic crosses the threshold and has no open ticket.
- 5A Linear issue is created summarizing the friction and sample quotes.
- 6The Linear issue ID is stored to prevent duplicate filings.
Set it up
What you configure once, before turning it on.
- 1Connect IntercomConversations, contacts, articles.
- 2Connect OpenAIModels, embeddings, files.
- 3Connect PostgresAny Postgres URL — query, write, migrate.
- 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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