CUSTOMER SUPPORT
Record a Loom handoff recap when an Intercom how-to ticket escalates to engineering
When a complex Intercom how-to conversation is escalated, this records a Loom recap of the customer's issue and prior steps, files a linked Linear issue.
How it runs
The automated pipeline, trigger to output.
- TriggerIntercom conversation tagged escalate-engIntercom
- ActionPull thread, environment, attempted fixesIntercom
- ActionDraft reproduction-focused recap scriptOpenAI
- ActionRecord Loom handoff recapLoom
- ActionCreate linked Linear issueLinear
- OutputNotify on-call engineer in SlackSlack
What it does
Replaces messy written handoffs with a short Loom recap when a how-to ticket needs engineering. On escalation it summarizes what the customer wants and what support already tried, records a Loom walking through the reproduction, opens a Linear issue linking back to the conversation, and notifies the on-call engineer in Slack with the recap video.
When to use it
Use it when support escalations to engineering lose context in text, and you want every handoff to include a clear video recap plus a tracked issue so nothing stalls in a back-and-forth.
How it works
- 1An Intercom conversation tagged `escalate-eng` fires the trigger.
- 2The flow pulls the full thread, customer environment, and any attempted fixes from Intercom.
- 3An LLM step drafts a reproduction-focused recap script for engineering.
- 4A Loom action records the recap walkthrough and returns a video URL.
- 5An action creates a Linear issue with the recap, Loom link, and Intercom permalink.
- 6The final step posts the Linear issue and Loom link to the on-call engineer in Slack.
Set it up
What you configure once, before turning it on.
- 1Connect IntercomConversations, contacts, articles.
- 2Connect LoomVideo transcripts, libraries.
- 3Connect OpenAIModels, embeddings, files.
- 4Connect LinearIssues, projects, cycles, triage.
- 5Connect SlackChannels, DMs, threads, mentions.
- 6Set each agent's modelWe leave models unset so you pick the tier — fast + cheap, or top-quality.
- 7Tune it to your dataEdit the prompts, filters, and field mappings so it matches how your team works.
- 8Test, then turn it onRun once against a sample, confirm the output, then enable the trigger.
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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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