CUSTOMER SUPPORT
Bot Resolution Reopen Auditor
Scans recently bot-resolved Intercom tickets against a BigQuery event log and flags every conversation a customer reopened within an hour.
How it runs
The automated pipeline, trigger to output.
- TriggerHourly schedule fires
- ActionFetch bot-resolved conversations from IntercomIntercom
- ActionQuery reopen and reply events in BigQueryBigQuery
- LogicKeep conversations reopened within 60 minutes
- LogicGroup by failing bot intent and rank
- OutputPost failed-deflection list to SlackSlack
What it does
Every hour it finds Intercom conversations a bot marked as resolved, checks BigQuery for any customer reply or reopen event on those same conversations, and surfaces the ones the customer reopened almost immediately. These are false deflections — the bot claimed a win the customer rejected.
When to use it
Run this when your support bot reports a high resolution rate but CSAT or volume tells a different story. It separates genuine deflections from premature closes so you can fix the intents that fail most.
How it works
- 1A schedule fires hourly.
- 2Pull conversations closed by the bot in the last hour from Intercom.
- 3Query BigQuery for reopen or customer-reply events on those conversation IDs.
- 4A logic step keeps only conversations reopened within 60 minutes of the bot close.
- 5Group the survivors by the bot intent that handled them and count occurrences.
- 6Post the ranked failed-deflection list, with conversation links, to a Slack channel.
Set it up
What you configure once, before turning it on.
- 1Connect IntercomConversations, contacts, articles.
- 2Connect BigQueryDatasets, queries, schemas.
- 3Connect SlackChannels, DMs, threads, mentions.
- 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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