OTHER
Score NPS responses for churn risk and route to CS owners
When an NPS survey response lands in Intercom, an LLM scores churn risk from the score and verbatim.
How it runs
The automated pipeline, trigger to output.
- TriggerNPS response submitted in IntercomIntercom
- LogicBranch by NPS score band (detractor/passive/promoter)
- ActionScore churn risk and draft a recommended play (OpenAI)OpenAI
- ActionResolve the account's CS owner from Intercom companyIntercom
- OutputPost tagged churn-risk alert to SlackSlack
What it does
Turns raw NPS feedback into a churn-risk signal the moment it arrives. Each response is classified into a risk tier and paired with a concrete recommended play, then delivered to the right CS owner so detractors are worked within minutes, not at the next QBR.
When to use it
Use it when your NPS survey runs through Intercom and you want detractors triaged automatically instead of sitting in a spreadsheet. Best for CS teams that already assign one owner per account and respond in Slack.
How it works
- 1An Intercom webhook fires when a new NPS survey response is submitted.
- 2A logic step splits the path on the numeric score: detractor (0-6), passive (7-8), or promoter (9-10).
- 3For detractors and passives, OpenAI reads the verbatim comment and assigns a risk tier (high/medium/low) plus a one-line recommended action.
- 4An action step looks up the account's CS owner from the Intercom company record.
- 5The final output posts a formatted alert to Slack — score, tier, quote, and play — tagging the owner directly.
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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