CUSTOMER SUPPORT
Deflection Macro Auto-Suggester from KB Diffs
On a weekly schedule, diffs updated Notion help docs against open Intercom conversations.
How it runs
The automated pipeline, trigger to output.
- TriggerWeekly schedule
- ActionPull Notion help docs edited in last 7 daysNotion
- ActionLoad open Intercom conversationsIntercom
- ActionDraft deflection reply macro per matched conversationOpenAI
- LogicDrop conversations with no confident doc match
- OutputPost draft macros to Slack for approvalSlack
What it does
This workflow turns fresh documentation into draft canned responses. Each week it looks at help docs updated recently in Notion, matches them against currently open Intercom conversations, and writes a suggested macro reply for each conversation a doc now covers, so agents can deflect with one click instead of typing from scratch.
When to use it
Use it when your docs move faster than your saved-replies library and agents keep re-answering questions that are already documented. Good for teams that want self-serve deflection baked into live conversations.
How it works
- 1A weekly schedule kicks off the run.
- 2The flow pulls Notion help pages edited in the last 7 days.
- 3It loads open Intercom conversations awaiting an agent.
- 4An LLM matches each conversation to a doc and drafts a short reply macro with the doc link.
- 5A logic step drops conversations with no confident doc match.
- 6The drafted macros are posted to Slack for an agent to approve and send.
Set it up
What you configure once, before turning it on.
- 1Connect NotionPages, databases, comments.
- 2Connect IntercomConversations, contacts, articles.
- 3Connect OpenAIModels, embeddings, files.
- 4Connect SlackChannels, DMs, threads, mentions.
- 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.
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.