CUSTOMER SUPPORT
Intercom Frustration Spike to On-Call CSM Page
Detects a frustration spike across an Intercom conversation and pages the on-call CSM via PagerDuty while leaving an internal note so the rep knows help is coming.
How it runs
The automated pipeline, trigger to output.
- TriggerNew customer reply in IntercomIntercom
- ActionScore cumulative frustration with LLMOpenAI
- LogicFire only if score over threshold + paid tier
- ActionOpen PagerDuty incident for on-call CSMPagerDuty
- OutputPost internal escalation note in IntercomIntercom
What it does
Monitors Intercom conversations, scores cumulative frustration across the recent exchange with an LLM, and when a customer crosses a frustration threshold it triggers a PagerDuty incident routed to the on-call CSM so a human jumps in before the thread blows up.
When to use it
Use it for high-value or enterprise accounts where a single bad conversation warrants a real-time page rather than a queue entry. Best when you already run an on-call CSM rotation.
How it works
- 1A new customer reply in an Intercom conversation fires the trigger.
- 2OpenAI scores cumulative frustration over the last several messages, not just the latest one.
- 3A logic branch fires only when the frustration score exceeds the threshold and the account is a paid tier.
- 4PagerDuty opens an incident with the conversation summary, routed to the on-call CSM schedule.
- 5The flow posts an internal Intercom note so any watching rep knows escalation is in flight.
Set it up
What you configure once, before turning it on.
- 1Connect IntercomConversations, contacts, articles.
- 2Connect OpenAIModels, embeddings, files.
- 3Connect PagerDutyIncidents, on-call, escalations.
- 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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