CUSTOMER SUPPORT
Draft an Intercom reply from the best help article
When a new Intercom conversation opens, finds the most relevant Confluence article and drafts a grounded, citation-backed reply note for the teammate to review and send.
How it runs
The automated pipeline, trigger to output.
- TriggerNew Intercom conversation openedIntercom
- ActionExtract question and key terms (OpenAI)OpenAI
- ActionRetrieve top article from ConfluenceConfluence
- LogicSkip if no strong article match
- ActionDraft grounded reply with citation (OpenAI)OpenAI
- OutputPost draft as internal Intercom noteIntercom
What it does
The moment a customer starts an Intercom conversation, this workflow retrieves the single most relevant Confluence help article and uses OpenAI to draft a concise reply grounded strictly in that article, with the source link included. The draft lands as an internal note so a teammate edits and sends it rather than auto-replying.
When to use it
Use this for live or near-live chat support where speed matters but you do not want a bot speaking unsupervised. It gives teammates a ready-to-send first response built only from approved documentation.
How it works
- 1A new Intercom conversation fires the trigger.
- 2OpenAI extracts the question and the key terms from the opening message.
- 3The flow searches Confluence and pulls the top article's content.
- 4A logic step checks the match is strong enough to be useful; weak matches are skipped.
- 5OpenAI drafts a short reply grounded only in that article, with the link cited.
- 6The draft is posted as an internal note on the Intercom conversation for review.
Set it up
What you configure once, before turning it on.
- 1Connect IntercomConversations, contacts, articles.
- 2Connect OpenAIModels, embeddings, files.
- 3Connect ConfluenceSpaces, pages, blueprints.
- 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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