CUSTOMER SUPPORT
Turn resolved Intercom chats into Confluence draft articles
When an Intercom conversation closes, detects whether the resolved question is already covered in Confluence and, if not, drafts a new Confluence page from the agent's reply…
How it runs
The automated pipeline, trigger to output.
- TriggerIntercom conversation closedIntercom
- ActionSummarize question + resolution with OpenAIOpenAI
- ActionSearch Confluence for matching pageConfluence
- LogicBranch: no strong page match?
- ActionDraft Confluence page from resolved replyOpenAI
- OutputCreate draft page and notify SlackSlack
What it does
Bridges Intercom support chats and your Confluence knowledge base. Each closed conversation is screened against existing Confluence content; if the question has no home in the docs, the workflow writes a clean draft page from the resolved chat so knowledge stops living only in agents' heads.
When to use it
Reach for this when your team runs support in Intercom but maintains its help docs in Confluence, and resolved chats routinely contain answers that never make it into the wiki.
How it works
- 1An Intercom conversation is marked closed, triggering the flow.
- 2OpenAI summarizes the customer's question and the agent's resolution.
- 3The workflow searches Confluence for a page that already covers the topic.
- 4A branch checks whether any existing page is a strong match.
- 5When no page qualifies, OpenAI generates a structured draft page from the resolved reply.
- 6The draft is created in a Confluence review space and a notice is sent to Slack.
Set it up
What you configure once, before turning it on.
- 1Connect IntercomConversations, contacts, articles.
- 2Connect OpenAIModels, embeddings, files.
- 3Connect ConfluenceSpaces, pages, blueprints.
- 4Connect SlackChannels, DMs, threads, mentions.
- 5Set each agent's modelWe leave models unset so you pick the tier — fast + cheap, or top-quality.
- 6Tune it to your dataEdit the prompts, filters, and field mappings so it matches how your team works.
- 7Test, then turn it onRun once against a sample, confirm the output, then enable the trigger.
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Mine a Discord Support Channel for Recurring Questions to Document
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Daily VIP Sentiment Digest for Account Owners
Each morning, pulls the prior day's Intercom conversations for VIP accounts, summarizes the overall mood per account with an LLM.
VIP Reply Sentiment Watcher with Account-Owner Escalation
Scores every inbound Intercom reply from a VIP customer for frustration and, when it crosses the anger threshold, pings the account owner in Slack with the conversation link…
Run it inside a business
This workflow drops into a full company template. Import the org, and this is one of the playbooks its agents run.
Run this workflow in your colony.
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