CUSTOMER SUPPORT
Proactive Intercom outreach on Datadog error-pattern spike
Watches Datadog logs for a known error signature spiking per customer, then sends an affected customer a proactive Intercom message before they notice and file a ticket.
How it runs
The automated pipeline, trigger to output.
- TriggerDatadog monitor: error signature spikesDatadog
- ActionFetch matching log events + customer tagsDatadog
- LogicGroup by customer, keep accounts over threshold
- ActionResolve customer contact + plan in PostgresPostgres
- LogicSkip customers contacted in last 24h
- OutputSend proactive Intercom messageIntercom
What it does
Monitors Datadog logs for a known failure signature (for example a payment-webhook 500 or an OAuth token-refresh error), groups the hits by the customer ID embedded in the log tags, and reaches out to any customer crossing a per-account threshold with a warm, specific Intercom message — turning a silent outage into a we-already-noticed moment.
When to use it
Use it for recurring, fingerprintable errors that hit individual accounts (integration breakages, expired credentials, quota overruns) where you would rather apologize first than be discovered.
How it works
- 1A Datadog log monitor fires when the tracked error signature exceeds its threshold.
- 2The flow queries Datadog's logs API to pull the matching events and the customer IDs in their tags.
- 3A grouping step counts errors per customer and keeps only accounts above the per-account limit, suppressing noise.
- 4Postgres resolves each customer ID to a contact email, plan tier, and last-contacted timestamp.
- 5A logic step skips anyone messaged in the last 24 hours to avoid double-pinging.
- 6Intercom sends each remaining customer a templated proactive message naming the affected feature and the fix status.
Set it up
What you configure once, before turning it on.
- 1Connect DatadogMetrics, traces, log search.
- 2Connect PostgresAny Postgres URL — query, write, migrate.
- 3Connect IntercomConversations, contacts, articles.
- 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.
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