CHATBOTS
Discord support bot: answer from Intercom articles, escalate to Front
Watches a Discord support channel, drafts an answer grounded in your Intercom help-center articles, and posts it as a reply.
How it runs
The automated pipeline, trigger to output.
- TriggerNew message in Discord support channelDiscord
- ActionSearch Intercom help-center articlesIntercom
- ActionDraft grounded answer + confidence score (OpenAI)OpenAI
- LogicBranch on confidence / article match
- OutputReply in Discord with cited answerDiscord
- OutputOpen Front conversation when unresolvedFront
What it does
Turns a Discord support channel into a first-line help desk. Every new question is answered using only your published Intercom help-center content, so replies stay on-brand and accurate. Anything the knowledge base can't cover is handed to your support team in Front instead of being guessed at.
When to use it
Use it when your community lives in Discord but your documentation lives in Intercom, and you want self-serve answers without staffing the channel around the clock. Ideal for SaaS and dev-tool communities that already maintain a help center.
How it works
- 1A new message in the designated Discord support channel triggers the flow.
- 2The bot searches your Intercom help-center articles for passages relevant to the question.
- 3OpenAI drafts a concise answer grounded strictly in the retrieved articles and returns a confidence score plus the article links it used.
- 4A logic step checks the score: high-confidence answers continue, low-confidence or no-match cases branch to escalation.
- 5Confident answers are posted back in the Discord thread with citation links.
- 6Otherwise a Front conversation is opened with the question, channel link, and retrieved context for a human to resolve.
Set it up
What you configure once, before turning it on.
- 1Connect DiscordCommunity channels + voice + bots.
- 2Connect IntercomConversations, contacts, articles.
- 3Connect OpenAIModels, embeddings, files.
- 4Connect FrontShared inbox, conversations.
- 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 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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