CUSTOMER SUPPORT
Monthly KB Deflection Impact Report
Each month, correlates the prior month's Confluence KB edits with closed Front conversations to estimate how many would now be self-served.
How it runs
The automated pipeline, trigger to output.
- TriggerMonthly schedule
- ActionCollect prior-month Confluence article changesConfluence
- ActionPull closed Front conversations for the periodFront
- ActionTag each conversation as deflectable or notOpenAI
- LogicAggregate deflection rate and top articles
- OutputWrite report to Google Drive and post headline to SlackGoogle Drive
What it does
This workflow quantifies the deflection value of your documentation work. Once a month it gathers every help article changed last month, samples the conversations your team actually resolved, and estimates what share of that volume the updated docs could now have deflected, producing a shareable report for leadership.
When to use it
Use it when you need to justify docs investment or report self-serve metrics to stakeholders. It answers "did last month's KB work reduce ticket load?" with concrete numbers instead of anecdotes.
How it works
- 1A monthly schedule starts the run.
- 2The flow collects Confluence articles created or edited in the prior month.
- 3It pulls closed Front conversations from the same period.
- 4An LLM tags each conversation as deflectable-by-new-doc or not, citing the matching article.
- 5A logic step aggregates counts, deflection rate, and top deflecting articles.
- 6A formatted impact report is written to Google Drive and the summary headline is posted to Slack.
Set it up
What you configure once, before turning it on.
- 1Connect ConfluenceSpaces, pages, blueprints.
- 2Connect FrontShared inbox, conversations.
- 3Connect OpenAIModels, embeddings, files.
- 4Connect Google DriveDocs, sheets, slides, files.
- 5Connect SlackChannels, DMs, threads, mentions.
- 6Set each agent's modelWe leave models unset so you pick the tier — fast + cheap, or top-quality.
- 7Tune it to your dataEdit the prompts, filters, and field mappings so it matches how your team works.
- 8Test, then turn it onRun once against a sample, confirm the output, then enable the trigger.
More Customer Support workflows
Flag Live Intercom Chats With No Help Article and Alert Slack
When an Intercom conversation closes, checks whether the customer's question is already covered by a help article.
Negative VIP CSAT to Owner Callback Scheduler
When a VIP submits a low Intercom CSAT rating, drafts a recovery note with an LLM and books a callback on the account owner's Google Calendar within their working hours.
CEO Agent: Mine Last Month's Tickets and Publish a Deflection Plan
Monthly, an agent investigates the top recurring Zendesk ticket themes, drafts and publishes the highest-confidence help articles to ReadMe.
Mine a Discord Support Channel for Recurring Questions to Document
On a daily schedule, scans a Discord support channel for questions the community keeps asking, deduplicates against existing ReadMe docs.
Daily VIP Sentiment Digest for Account Owners
Each morning, pulls the prior day's Intercom conversations for VIP accounts, summarizes the overall mood per account with an LLM.
VIP Reply Sentiment Watcher with Account-Owner Escalation
Scores every inbound Intercom reply from a VIP customer for frustration and, when it crosses the anger threshold, pings the account owner in Slack with the conversation link…
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.
14-day trial. No DevOps. No Sales call. Provisioned in under a minute.