CUSTOMER SUPPORT
Triage Intercom tickets and only record a Loom for genuinely complex ones
Classifies every new Intercom conversation and branches: simple questions get a templated text reply.
How it runs
The automated pipeline, trigger to output.
- TriggerNew Intercom conversation createdIntercom
- ActionClassify complexity with LLMOpenAI
- LogicBranch: simple vs needs-video
- ActionSend templated reply (simple path)Intercom
- ActionGenerate Loom walkthrough (complex path)Loom
- OutputPost Loom link to Slack triage channelSlack
What it does
Adds a smart gate in front of video generation so you never waste a recording on a one-line answer. Each new Intercom conversation is scored for complexity; trivial questions get an instant canned reply, while multi-step or visual how-to questions are sent down the Loom path and announced in Slack so an agent can review before send.
When to use it
Use it when video replies are valuable but expensive, and you want an automatic decision on which tickets actually deserve a Loom instead of recording for everything.
How it works
- 1A new Intercom conversation triggers the flow.
- 2An LLM classifier rates the question as simple, complex-text, or needs-video.
- 3A logic branch routes the conversation by that rating.
- 4Simple tickets receive a templated Intercom reply and exit.
- 5Needs-video tickets generate a Loom walkthrough from a drafted script.
- 6The final step posts the Loom link plus the ticket summary into a Slack triage channel for agent review and one-click send.
Set it up
What you configure once, before turning it on.
- 1Connect IntercomConversations, contacts, articles.
- 2Connect LoomVideo transcripts, libraries.
- 3Connect OpenAIModels, embeddings, files.
- 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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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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