CUSTOMER SUPPORT
Draft and Stage Help Articles from Recurring Intercom Conversations
Weekly, clusters closed Intercom conversations into recurring questions, drafts help-center articles for the top themes.
How it runs
The automated pipeline, trigger to output.
- TriggerWeekly schedule fires
- ActionFetch closed Intercom conversationsIntercom
- ActionCluster by topic and pick top themesOpenAI
- LogicSkip themes already covered
- ActionDraft an article per themeOpenAI
- OutputPost drafts to Slack approval threadSlack
What it does
For teams on Intercom, this finds the conversations customers keep starting and turns the most common ones into article drafts staged for human approval. Nothing publishes automatically; a reviewer approves each draft from Slack, keeping a human in the loop while removing the blank-page work.
When to use it
Choose this when your support lives in Intercom and you want a controlled path from "recurring question" to "approved article" without writing from scratch. Best for teams that insist on review before anything ships to customers.
How it works
- 1A weekly schedule fires the workflow.
- 2It fetches Intercom conversations closed in the last 7 days, including the customer question and the agent resolution.
- 3OpenAI clusters them by topic and selects the highest-volume themes.
- 4For each top theme, OpenAI drafts an article with a title, summary, and full body.
- 5A logic step skips themes already covered by an existing article tag.
- 6Each remaining draft is posted to a Slack approval thread with approve and skip actions for a reviewer to decide.
Set it up
What you configure once, before turning it on.
- 1Connect IntercomConversations, contacts, articles.
- 2Connect OpenAIModels, embeddings, files.
- 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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