CUSTOMER SUPPORT
Intercom: Suggest Confluence-Sourced Answer In-Conversation
On a new Intercom inbound message, pulls candidate answers from Confluence, drafts a grounded suggestion with OpenAI.
How it runs
The automated pipeline, trigger to output.
- TriggerNew inbound Intercom messageIntercom
- ActionSearch Confluence spaces for matching pagesConfluence
- LogicBranch: exit if conversation already in human escalation
- ActionDraft grounded suggestion citing Confluence pageOpenAI
- OutputPost suggestion as teammate note in IntercomIntercom
What it does
Gives Intercom reps an instant, source-backed suggested reply drawn from your internal Confluence knowledge base. The suggestion appears as a note inside the conversation so the rep stays in control.
When to use it
Use this when your authoritative answers live in Confluence rather than a public help center, and you want reps to deflect common questions without leaving Intercom or copy-pasting from a wiki.
How it works
- 1A new inbound message opens or reopens an Intercom conversation.
- 2The message text is used to search relevant Confluence spaces and pages.
- 3A logic step checks whether the conversation is already assigned to a human handling an escalation; if so it exits to avoid noise.
- 4OpenAI composes a concise suggested answer grounded strictly in the retrieved Confluence content, with the page title cited.
- 5The suggestion is posted as an internal teammate note on the Intercom conversation for the rep to review and send.
Set it up
What you configure once, before turning it on.
- 1Connect IntercomConversations, contacts, articles.
- 2Connect ConfluenceSpaces, pages, blueprints.
- 3Connect OpenAIModels, embeddings, 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.
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