CUSTOMER SUPPORT
Tag Intercom conversations by intent and route to the right team in Slack
Classifies each new Intercom conversation by intent and sentiment, tags it, and alerts the owning team's Slack channel so the right people pick it up fast.
How it runs
The automated pipeline, trigger to output.
- TriggerNew Intercom conversationIntercom
- ActionClassify intent and sentiment with OpenAIOpenAI
- LogicRoute by intent and flag urgent sentiment
- ActionApply intent tag in IntercomIntercom
- OutputNotify the owning team in SlackSlack
What it does
Each new Intercom conversation is analyzed for intent (sales, technical support, account/billing, churn risk) and sentiment. The workflow applies an Intercom tag for the intent and pings the matching Slack channel with a short summary and a deep link, so conversations land with the team that can actually resolve them.
When to use it
Use this when a single shared inbox feeds multiple teams and conversations get stuck because nobody knows who owns them. Especially valuable for catching angry or churn-risk messages before they sit unanswered.
How it works
- 1A new Intercom conversation triggers the workflow.
- 2OpenAI reads the message thread and returns an intent label and a sentiment score.
- 3A logic step maps the intent to a destination team and flags negative sentiment as urgent.
- 4An action applies the intent tag to the conversation in Intercom.
- 5The output posts a summary and link to the team's Slack channel, with an @-mention when sentiment is urgent.
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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