CRM
Sharp Intercom Tone-Swing Slack Escalation
On each new Intercom reply, scores the message tone with OpenAI and, when it swings sharply negative within a live conversation, posts an immediate escalation to the account…
How it runs
The automated pipeline, trigger to output.
- TriggerNew Intercom conversation replyIntercom
- ActionLoad thread and resolve ownerIntercom
- ActionScore swing vs thread baseline with OpenAIOpenAI
- LogicFire only on sharp negative swing
- OutputPost live escalation to owner in SlackSlack
What it does
It evaluates tone in real time as customers reply mid-conversation. When a single reply swings sharply negative relative to the thread so far, it pages the account owner in Slack instantly so a rep can jump in before the conversation goes sideways.
When to use it
Use this for high-touch accounts where a live thread turning hostile warrants an immediate human, not a next-day task. It is the fast-twitch counterpart to the batched digest.
How it works
- 1A new Intercom conversation reply fires the webhook.
- 2The flow loads the running thread and identifies the company and owner.
- 3OpenAI scores the new message against the thread baseline and detects sharp negative swings.
- 4A branch fires only when the swing exceeds the alert threshold.
- 5It looks up the owner's Slack handle from the account record.
- 6An escalation message lands in the owner's channel with the quote, swing magnitude, and a deep link to the live Intercom thread.
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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