IT OPS
Confirmed Outage → AI-Drafted Intercom Reply + Teams Heads-Up
Once an outage is confirmed by Datadog, an agent drafts a calibrated status reply for affected Intercom conversations and notifies the support lead in Teams to approve before…
How it runs
The automated pipeline, trigger to output.
- TriggerDatadog monitor alert webhook (confirmed outage)Datadog
- ActionPull affected open Intercom conversationsIntercom
- ActionAgent drafts calibrated status replyOpenAI
- LogicSend draft for Teams approval; gate on responseMicrosoft Teams
- OutputPost approved reply to Intercom + tag acknowledgedIntercom
What it does
After telemetry confirms an outage, this closes the loop back to the customer. An agent reviews the confirmed Datadog signal and the affected Intercom threads, drafts a consistent, on-brand status update, and routes it to the support lead in Microsoft Teams for one-click approval before any reply goes out.
When to use it
When confirmed incidents leave support scrambling to write the same reassurance message dozens of times. This keeps customer comms accurate, uniform, and human-approved during the worst moments.
How it works
- 1A Datadog monitor-alert webhook starts the flow with the affected service and severity.
- 2An Intercom action pulls open conversations tagged or matching that service's outage signals.
- 3An agent step (OpenAI) drafts a single status reply, adapting tone to severity and avoiding over-promising on ETA.
- 4A Microsoft Teams approval card presents the draft and affected-conversation count to the support lead.
- 5On approval an Intercom action posts the reply across the matched conversations and tags them "outage-acknowledged."
Set it up
What you configure once, before turning it on.
- 1Connect DatadogMetrics, traces, log search.
- 2Connect IntercomConversations, contacts, articles.
- 3Connect OpenAIModels, embeddings, files.
- 4Connect Microsoft TeamsChannels, chats, files.
- 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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