CUSTOMER SUPPORT
Macro Promotion Pipeline: Score Draft Canned Replies and Auto-Promote Approved Ones to Intercom
Reads draft macro candidates from an Airtable backlog, scores each on clarity and reuse potential.
How it runs
The automated pipeline, trigger to output.
- TriggerScheduled promotion run
- ActionRead ready-for-review draft macros from AirtableAirtable
- ActionScore each draft on clarity and reuseHugging Face
- LogicKeep only reviewer-approved drafts above the score cutoff
- ActionCreate approved drafts as Intercom saved repliesIntercom
- OutputMark rows promoted with the new reply ID in AirtableAirtable
What it does
This workflow runs the back half of macro creation: it takes draft canned replies sitting in an Airtable backlog, quality-checks each one, and pushes the winners straight into Intercom as live saved replies. Drafts marked approved by a reviewer get created in Intercom automatically; weak or duplicate drafts get scored down and left for revision. Airtable stays the single source of truth for what's been promoted.
When to use it
Use it once you already have a pile of draft macros (from mining or manual suggestions) and want a repeatable, auditable way to grade and ship them without copy-pasting into Intercom by hand.
How it works
- 1A schedule triggers the promotion run.
- 2Read all draft macro rows from Airtable whose status is ready for review.
- 3Score each draft on clarity, specificity, and likely reuse with a Hugging Face model, writing the score back to the row.
- 4Branch on the reviewer-approved flag plus a minimum score, skipping anything that fails.
- 5Create each passing draft as a saved reply in Intercom.
- 6Update the Airtable row to promoted with the new Intercom reply ID.
Set it up
What you configure once, before turning it on.
- 1Connect AirtableBases, tables, views, automations.
- 2Connect Hugging FaceModels, datasets, spaces — the open-source hub.
- 3Connect IntercomConversations, contacts, articles.
- 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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