CUSTOMER SUPPORT
Daily negative-feedback digest emailed to CSMs
Each morning it scans the past day of Intercom conversations, scores each for negative sentiment with an LLM.
How it runs
The automated pipeline, trigger to output.
- TriggerDaily morning schedule
- ActionFetch last 24h of Intercom conversationsIntercom
- ActionScore sentiment and reasonOpenAI
- LogicGroup by CSM and rank by severity
- OutputEmail each CSM their digestGmail
What it does
This workflow rolls up yesterday's frustrated customers into one prioritized email per CSM. Instead of every rep digging through Intercom, each owner gets a ranked list of accounts that showed negative sentiment, with the worst offenders at the top and a one-line reason for each.
When to use it
Use it when support volume is high enough that bad-vibes conversations slip through, and you want CSMs to start the day with a focused triage list instead of an open-ended inbox.
How it works
- 1A daily schedule fires each morning before standup.
- 2The workflow pulls all Intercom conversations updated in the last 24 hours.
- 3An LLM scores each conversation for negative sentiment and writes a short reason, dropping anything neutral or positive.
- 4A grouping step buckets the flagged conversations by the assigned CSM and sorts each bucket by severity.
- 5Gmail sends each CSM a single digest email listing their at-risk accounts, sentiment scores, and direct conversation links.
Set it up
What you configure once, before turning it on.
- 1Connect IntercomConversations, contacts, articles.
- 2Connect OpenAIModels, embeddings, files.
- 3Connect GmailRead, draft, send, label.
- 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 this workflow in your colony.
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