CUSTOMER SUPPORT
AI-triage Intercom conversations at SLA risk and draft on-call brief
On a schedule, an agent reviews open Intercom conversations near their SLA deadline, summarizes context and likely resolution path.
How it runs
The automated pipeline, trigger to output.
- TriggerEvery 10 minutes (schedule)
- ActionFetch at-risk Intercom conversationsIntercom
- ActionAgent reviews context, drafts briefOpenAI
- LogicKeep only genuinely at-risk tickets
- ActionPage PagerDuty with actionable briefPagerDuty
- OutputAppend assessment to Notion logNotion
What it does
This is the agent-driven version of pre-breach paging. Rather than just flagging a ticket number, the CEO agent reads each at-risk Intercom conversation, writes a short brief covering what the customer needs and the fastest resolution path, and attaches that brief to the PagerDuty page so on-call can act immediately instead of cold-reading the thread.
When to use it
Use it when your at-risk tickets are complex enough that a bare alert wastes the responder's first ten minutes. The agent's brief turns a page into an actionable handoff and the Notion log builds a searchable record of close calls.
How it works
- 1A schedule trigger runs every 10 minutes.
- 2Intercom returns open conversations within their SLA danger window.
- 3The agent reviews each conversation's history and customer context.
- 4A logic step keeps only conversations the agent rates as genuinely at risk.
- 5PagerDuty is paged with the agent's brief and recommended next step.
- 6The full assessment is appended to a Notion triage log.
Set it up
What you configure once, before turning it on.
- 1Connect IntercomConversations, contacts, articles.
- 2Connect PagerDutyIncidents, on-call, escalations.
- 3Connect NotionPages, databases, comments.
- 4Connect OpenAIModels, embeddings, files.
- 5Set each agent's modelWe leave models unset so you pick the tier — fast + cheap, or top-quality.
- 6Tune it to your dataEdit the prompts, filters, and field mappings so it matches how your team works.
- 7Test, 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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