CUSTOMER SUPPORT
Intercom SLA-risk escalation to on-call
Watches Intercom conversation events and, when an open conversation is forecast to breach its SLA within the hour and no agent is responding, opens a PagerDuty incident…
How it runs
The automated pipeline, trigger to output.
- TriggerIntercom conversation updatedIntercom
- ActionFetch SLA target, last reply, assigneeIntercom
- LogicEstimate time-to-breach vs queue depth
- LogicBranch: breach <60min AND stalled
- ActionOpen PagerDuty incident for on-call leadPagerDuty
- ActionPost incident link as Intercom internal noteIntercom
What it does
This workflow turns imminent SLA breaches into paged escalations. Whenever an Intercom conversation updates, it re-evaluates how close that conversation is to its SLA deadline given the current backlog and how long it has sat unanswered. If a breach is likely within the hour and the conversation has stalled, it pages the on-call support lead through PagerDuty so a human owns the save.
When to use it
Use it for high-stakes accounts or after-hours coverage where a silent SLA miss is unacceptable and you need a guaranteed human acknowledgment. It complements bulk auto-routing by escalating only the conversations that routing alone won't rescue.
How it works
- 1An Intercom conversation event triggers the flow on every update.
- 2The flow fetches the conversation's SLA target, last reply time, and assignee state.
- 3A logic step estimates time-to-breach against live queue depth.
- 4A branch checks two conditions: breach predicted within 60 minutes AND no agent reply in the danger window.
- 5If both hold, it creates a PagerDuty incident tagged with the conversation link and severity.
- 6The incident URL is written back as an Intercom internal note for the responding agent.
Set it up
What you configure once, before turning it on.
- 1Connect IntercomConversations, contacts, articles.
- 2Connect PagerDutyIncidents, on-call, escalations.
- 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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