OTHER
Route NPS promoters into advocacy outreach, detractors into support
When an NPS response arrives, this branches on sentiment: promoters get a referral/review ask drafted and sent via Front.
How it runs
The automated pipeline, trigger to output.
- TriggerNPS response submitted in IntercomIntercom
- LogicBranch on promoter vs detractor
- ActionDraft personalized advocacy ask for promoters (OpenAI)OpenAI
- ActionSend referral/review outreach via FrontFront
- OutputOpen priority recovery ticket in Zendesk for detractorsZendesk
What it does
Makes both ends of the NPS curve productive. Promoters are channeled into advocacy — a personalized review or referral ask — while detractors are turned into priority support tickets so a person follows up. One trigger, two opposite motions.
When to use it
Use it when you want NPS to drive action in both directions and your team works promoter outreach in Front and recovery in Zendesk. Good for CS-plus-marketing teams that want advocacy and save motions running off the same survey.
How it works
- 1An Intercom webhook fires on a new NPS response.
- 2A logic step branches on score: promoter (9-10) versus detractor (0-6); passives are ignored.
- 3For promoters, OpenAI drafts a personalized referral or review request referencing their comment.
- 4The promoter branch sends that outreach as a Front conversation from the CS owner's shared inbox.
- 5For detractors, the output opens a priority Zendesk ticket pre-filled with the score, verbatim, and a suggested recovery first step, assigned to the CS owner.
Set it up
What you configure once, before turning it on.
- 1Connect IntercomConversations, contacts, articles.
- 2Connect OpenAIModels, embeddings, files.
- 3Connect FrontShared inbox, conversations.
- 4Connect ZendeskTickets, queues, knowledge base.
- 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 this workflow in your colony.
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