CUSTOMER SUPPORT
Bundle Intercom conversation context into a Linear escalation
When a support agent tags an Intercom conversation for escalation, this assembles the full conversation history, customer details, and prior tickets into a structured Linear…
How it runs
The automated pipeline, trigger to output.
- TriggerIntercom conversation tagged escalate-tier2Intercom
- ActionFetch transcript, customer attributes, and plan tierIntercom
- ActionSearch Linear for matching open issuesLinear
- LogicBranch: existing issue vs. new escalation
- ActionCreate or comment on Linear issue with full contextLinear
- OutputPost Linear issue link back as Intercom private noteIntercom
What it does
Turns a one-click escalation tag in Intercom into a complete, self-contained Linear issue. Tier-2 engineers stop pinging back for "what did the customer already try" because the handoff package carries the entire thread, the account plan, and links to any related open issues.
When to use it
Use it when tier-1 support escalates to engineering and you want a consistent, context-rich handoff instead of a copied-and-pasted snippet. Ideal for teams that triage in Intercom but resolve bugs in Linear.
How it works
- 1A support agent applies the `escalate-tier2` tag to an Intercom conversation, firing the trigger.
- 2The flow pulls the full conversation transcript, customer attributes, and plan tier from Intercom.
- 3It searches Linear for existing issues mentioning the same customer or error string to avoid duplicates.
- 4A branch decides: if a matching issue exists, comment on it; otherwise create a new one.
- 5It writes a formatted Linear issue with transcript, repro steps, customer impact, and severity.
- 6The new issue URL is posted back into the Intercom conversation as a private note for the agent.
Set it up
What you configure once, before turning it on.
- 1Connect IntercomConversations, contacts, articles.
- 2Connect LinearIssues, projects, cycles, triage.
- 3Set each agent's modelWe leave models unset so you pick the tier — fast + cheap, or top-quality.
- 4Tune it to your dataEdit the prompts, filters, and field mappings so it matches how your team works.
- 5Test, then turn it onRun once against a sample, confirm the output, then enable the trigger.
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Run it inside a business
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Run this workflow in your colony.
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