CUSTOMER SUPPORT
Intercom Rage Detector with Front Senior Handoff
Detects rage signals in a live Intercom chat and hands the conversation to Front with a pre-drafted de-escalation reply waiting for a senior agent.
How it runs
The automated pipeline, trigger to output.
- TriggerNew Intercom conversation replyIntercom
- ActionClassify rage and cancellation intentOpenAI
- LogicBranch: rage signals detected?
- ActionDraft de-escalation replyOpenAI
- ActionOpen Front conversation with transcriptFront
- OutputAssign Front thread to senior recovery inboxFront
What it does
Monitors live Intercom conversations for rage signals such as all-caps, repeated punctuation, threats to cancel, or profanity. When it trips, it transcribes the chat into a Front conversation and attaches a pre-written de-escalation reply, moving the upset customer from a bot or junior queue to a senior human fast.
When to use it
Use it when your front-line chat runs in Intercom but your senior recovery team works escalations in Front. It bridges the two so angry chats don't sit waiting for a bot to give up.
How it works
- 1A new Intercom conversation reply fires the trigger.
- 2An LLM classifies the message for rage and cancellation-intent signals.
- 3A branch lets calm chats continue in Intercom and routes only rage-flagged ones onward.
- 4The model drafts a de-escalation reply tuned to the customer's specific complaint.
- 5A Front conversation is opened with the transcript and the draft attached.
- 6The Front thread is assigned to the senior recovery inbox for approval and send.
Set it up
What you configure once, before turning it on.
- 1Connect IntercomConversations, contacts, articles.
- 2Connect FrontShared inbox, conversations.
- 3Connect OpenAIModels, embeddings, files.
- 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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