CUSTOMER SUPPORT
Route failed KB deflections to a rewrite queue
When an Intercom conversation reopens or escalates to a human after a help article was shown, it files a Linear issue against that article so the docs team knows which content…
How it runs
The automated pipeline, trigger to output.
- TriggerIntercom conversation assigned to human teamIntercom
- LogicFind article shown before escalation; drop if none
- ActionExtract article ID, title, and failing questionIntercom
- LogicCheck Linear for an existing open issue on this articleLinear
- OutputFile or update rewrite issue in Linear Docs projectLinear
What it does
Catches the moment a self-serve answer fails. When a customer is shown a help article inside Intercom Messenger but still escalates to a human agent, this workflow identifies the exact article that didn't resolve the question and files a rewrite issue in Linear, tagged with the conversation and the question that beat it.
When to use it
Run this when your help center gets traffic but ticket volume isn't dropping. It surfaces the specific articles that look helpful but don't actually answer the question, so docs effort goes where deflection is failing instead of guessing.
How it works
- 1Intercom fires a webhook when a conversation is assigned to a human team.
- 2The workflow checks the conversation history for an article that was surfaced or clicked before escalation; conversations with no article shown are dropped.
- 3It extracts the article ID, title, and the customer's original message.
- 4A Linear issue is created in the Docs project titled with the article, including the failing question and a link back to the Intercom thread.
- 5If an open issue already exists for that article, it increments a failure count comment instead of duplicating.
Set it up
What you configure once, before turning it on.
- 1Connect IntercomConversations, contacts, articles.
- 2Connect LinearIssues, projects, cycles, triage.
- 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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