CUSTOMER SUPPORT
Failed Deflection Triage Agent
An agent reviews each reopened bot-resolved conversation, judges why the deflection failed.
How it runs
The automated pipeline, trigger to output.
- TriggerHourly schedule fires
- ActionFetch reopened bot-resolved conversations from IntercomIntercom
- LogicAgent classifies the deflection failure cause
- ActionDraft corrected reply in IntercomIntercom
- ActionFile knowledge-gap issue in LinearLinear
- OutputSummarize triage actions to SlackSlack
What it does
For every conversation a customer reopened after a bot resolve, an agent reads the full thread, decides whether the bot answered wrongly, missed context, or hit a true knowledge gap, then takes the right corrective action automatically.
When to use it
Use it when failed deflections pile up faster than your team can triage them by hand. The agent does the judgment work and routes each case so humans only handle what genuinely needs them.
How it works
- 1An hourly schedule fires.
- 2Fetch reopened conversations that a bot had previously resolved from Intercom.
- 3The agent reads each thread and classifies the failure cause.
- 4A logic branch routes by cause: answerable now versus a documentation gap.
- 5For answerable cases, draft a corrected agent reply back in Intercom for human approval.
- 6For knowledge gaps, file a Linear issue tagged with the failing intent and example.
- 7Summarize the run's actions to Slack.
Set it up
What you configure once, before turning it on.
- 1Connect IntercomConversations, contacts, articles.
- 2Connect LinearIssues, projects, cycles, triage.
- 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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