CRM
Escalate Churn-Risk Intercom Chats to a Slack Save Channel
Detects cancellation and frustration language in live Intercom conversations and posts a structured escalation to a Slack retention channel with the customer, the quote…
How it runs
The automated pipeline, trigger to output.
- TriggerNew inbound Intercom messageIntercom
- ActionFetch recent thread contextIntercom
- ActionScore churn risk + extract key quoteOpenAI
- LogicContinue only on high risk
- OutputPost escalation to Slack save channelSlack
What it does
This workflow watches incoming Intercom messages for churn-risk language — cancellation requests, pricing complaints, repeated bug reports, or threats to leave. When it finds one, it posts an alert to a dedicated Slack save channel containing the customer name, plan, the exact at-risk quote, the classifier's reasoning, and a one-click link back to the Intercom conversation so a CS lead can intervene before the chat goes cold.
When to use it
Use it when minutes matter for retention and you want a human on the highest-risk conversations while the customer is still typing. Best for teams that triage saves in Slack rather than a queue.
How it works
- 1A new inbound Intercom message triggers the workflow.
- 2The recent thread context is fetched so the classifier sees the whole exchange, not one line.
- 3An LLM scores churn risk and extracts the single most concerning quote.
- 4A branch only continues when risk is high, so low-stakes chats never page anyone.
- 5A formatted alert with customer, plan, quote, and a deep link posts to the Slack save channel as the final output.
Set it up
What you configure once, before turning it on.
- 1Connect IntercomConversations, contacts, articles.
- 2Connect OpenAIModels, embeddings, files.
- 3Connect SlackChannels, DMs, threads, mentions.
- 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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