TICKET MANAGEMENT
Intercom Known-Issue Auto-Responder
When a new Intercom conversation matches a known active incident, it attaches the conversation to that incident's parent ticket and sends the customer the current status reply.
How it runs
The automated pipeline, trigger to output.
- TriggerNew Intercom conversation openedIntercom
- ActionLoad active incidents from AirtableAirtable
- ActionMatch message to incident with OpenAIOpenAI
- LogicBranch: matched incident vs none
- ActionLink conversation to incident parent in AirtableAirtable
- OutputSend status reply to customer in IntercomIntercom
What it does
During an active incident, the same complaint floods in. This workflow recognizes those reports, attaches each to the incident's parent record in Airtable, and replies to the customer with the live status and ETA, all without an agent touching it.
When to use it
Use it when you maintain a list of active incidents and want every duplicate Intercom report acknowledged instantly and counted against the right incident instead of piling up unanswered.
How it works
- 1A new Intercom conversation triggers the flow.
- 2The flow loads the current open incidents from an Airtable tracker.
- 3OpenAI checks whether the message matches any active incident and returns the match or none.
- 4A logic branch routes matched versus unmatched conversations.
- 5If matched, Airtable links the conversation ID to the incident parent and increments its report count; unmatched ones are left for human triage.
- 6Intercom replies to the customer with the matched incident's current status and snoozes the conversation.
Set it up
What you configure once, before turning it on.
- 1Connect IntercomConversations, contacts, articles.
- 2Connect OpenAIModels, embeddings, files.
- 3Connect AirtableBases, tables, views, automations.
- 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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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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