CUSTOMER SUPPORT
Macro Effectiveness Loop: Track Which Canned Replies Resolve Threads and Retire the Duds
Monthly, measures how often each Intercom saved reply leads to a quick resolution versus a reopened or escalated thread.
How it runs
The automated pipeline, trigger to output.
- TriggerMonthly schedule fires
- ActionPull saved-reply usage and outcomes from IntercomIntercom
- LogicAggregate usage, resolution, reopen, and escalation per macro
- LogicScore effectiveness and flag underperformers
- OutputWrite the ranked effectiveness report to NotionNotion
What it does
This workflow closes the loop on macros you've already shipped. Each month it looks at every saved reply, tallies how many conversations used it, and measures what happened next: did the thread close quickly, get reopened, or escalate to a human rewrite. It scores each macro's effectiveness, writes a ranked report to Notion, and flags the underperformers that confuse customers or fail to resolve so your team knows what to fix or retire.
When to use it
Use it after you've built a macro library and want evidence about which canned replies actually work, instead of letting stale or misleading ones quietly pile up.
How it works
- 1A monthly schedule triggers the analysis.
- 2Pull conversations from Intercom that used a saved reply in the last 30 days, with their outcomes.
- 3Aggregate per macro: usage count, fast-resolution rate, reopen rate, and escalation rate.
- 4Compute an effectiveness score and rank every macro.
- 5Flag macros below the effectiveness floor as candidates for rewrite or retirement.
- 6Write the ranked report and flagged list to a Notion page for the team.
Set it up
What you configure once, before turning it on.
- 1Connect IntercomConversations, contacts, articles.
- 2Connect NotionPages, databases, comments.
- 3Set each agent's modelWe leave models unset so you pick the tier — fast + cheap, or top-quality.
- 4Tune it to your dataEdit the prompts, filters, and field mappings so it matches how your team works.
- 5Test, 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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