CUSTOMER SUPPORT
Live Macro Gap Detector: Flag Resolved Intercom Threads With No Matching Saved Reply
When an Intercom conversation is closed, checks whether the agent's answer matches an existing saved reply and, if not, alerts the team in Slack with a one-click draft…
How it runs
The automated pipeline, trigger to output.
- TriggerIntercom conversation closed eventIntercom
- ActionPull closing agent message and thread contextIntercom
- ActionCompare resolution against existing saved-reply embeddingsHugging Face
- LogicBranch only when similarity is below threshold
- ActionDraft proposed macro from the agent's answerHugging Face
- OutputSend gap alert and draft to support SlackSlack
What it does
The moment an agent closes a conversation, this workflow compares how they answered against your current library of saved replies. If the resolution doesn't resemble anything you already have canned, it flags the thread as a macro gap and pings the support channel with a ready-to-edit draft reply. Instead of a quarterly audit, you find missing macros the day they happen.
When to use it
Use it when your saved-reply library drifts out of date and agents keep hand-typing answers that should already exist. It surfaces the gaps continuously rather than in a batch.
How it works
- 1An Intercom event fires when a conversation is marked closed.
- 2Pull the closing agent message and the full thread context.
- 3Embed the resolution and compare it against embeddings of every existing saved reply using a Hugging Face similarity model.
- 4If the best match scores below the similarity threshold, treat it as an uncovered topic; otherwise stop.
- 5Draft a proposed macro title and body from the agent's actual answer.
- 6Send the gap alert and draft to the support Slack channel for a quick approve-or-skip.
Set it up
What you configure once, before turning it on.
- 1Connect IntercomConversations, contacts, articles.
- 2Connect Hugging FaceModels, datasets, spaces — the open-source hub.
- 3Connect SlackChannels, DMs, threads, mentions.
- 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 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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