TICKET MANAGEMENT
AI-Triage Aging Intercom Conversations and Reassign Before SLA Breach
Watches Intercom conversations nearing their SLA, uses an AI agent to summarize the thread and pick the best owner, reassigns the conversation.
How it runs
The automated pipeline, trigger to output.
- TriggerEvery 10 minutes
- ActionFetch Intercom conversations near SLA targetIntercom
- ActionAI summarize thread and recommend ownerOpenAI
- LogicApply only high-confidence routing
- ActionReassign conversation in IntercomIntercom
- OutputPost summary and owner to MS TeamsMicrosoft Teams
What it does
Stops Intercom conversations from breaching SLA while no one decides who owns them. As a conversation approaches its target, an AI agent reads the full thread, writes a tight summary of the issue and customer intent, recommends the right team or agent, then reassigns the conversation and shares the summary so the new owner can pick up instantly.
When to use it
Use this for busy Intercom inboxes where triage is the bottleneck and conversations age out before someone routes them. Best when you want intelligent routing, not just round-robin reassignment.
How it works
- 1A schedule trigger fires every 10 minutes.
- 2The flow pulls open Intercom conversations within 20 minutes of their SLA target.
- 3An AI agent reads each thread and produces a summary plus a recommended owner and priority.
- 4A logic step applies the recommendation only when confidence is high, otherwise flags for manual review.
- 5It reassigns the conversation in Intercom and posts the AI summary and new owner to a Microsoft Teams channel.
Set it up
What you configure once, before turning it on.
- 1Connect IntercomConversations, contacts, articles.
- 2Connect OpenAIModels, embeddings, files.
- 3Connect Microsoft TeamsChannels, chats, files.
- 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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Run this workflow in your colony.
14-day trial. No DevOps. No Sales call. Provisioned in under a minute.