TICKET MANAGEMENT
Intercom SLA Rescuer: Reassign Stalling Conversations
Triggers when an Intercom conversation stalls without a reply, projects whether it will miss its response SLA.
How it runs
The automated pipeline, trigger to output.
- TriggerIntercom conversation inactivityIntercom
- ActionRead SLA target, assignee, and idle timeIntercom
- LogicProject breach and check assignee capacity
- ActionReassign conversation and add noteIntercom
- OutputLog rescue to Linear tracking issueLinear
What it does
When an Intercom conversation goes quiet, the workflow checks how long until its response SLA expires given the team's response-time pattern. If a breach is projected and the current assignee is unavailable or overloaded, it reassigns the conversation to a teammate with capacity and notes the rescue so it can be reviewed later.
When to use it
Use this for live-chat and shared-inbox support where a single busy or offline assignee can cause an otherwise quick conversation to breach. It rebalances ownership automatically instead of relying on the assignee to hand off.
How it works
- 1An Intercom conversation-inactivity event triggers the workflow.
- 2The conversation's SLA target, assignee, and idle time are read from Intercom.
- 3A logic step projects time-to-breach and checks whether the assignee can respond in time.
- 4If at risk, Intercom reassigns the conversation to an available teammate and adds an internal note.
- 5A tracking issue is created or updated in Linear so reassignment patterns are auditable.
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
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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