CUSTOMER SUPPORT
Flag Live Intercom Chats With No Help-Center Answer
On each new Intercom conversation, checks whether the customer's question is covered by an existing help-center article and, if not, alerts the team and logs the uncovered…
How it runs
The automated pipeline, trigger to output.
- TriggerNew Intercom conversation opensIntercom
- LogicBuild search query from question with LLMOpenAI
- ActionSearch Intercom help center for a matchIntercom
- LogicBranch on whether a strong match exists
- ActionLog uncovered question to AirtableAirtable
- OutputAlert live-support Slack channelSlack
What it does
Catches knowledge gaps in real time. When a customer asks something your help center does not cover, it tells the on-shift team immediately and records the question so gaps surface while they are still fresh.
When to use it
Use it if you run live chat support through Intercom and want to know the moment a question falls outside your documented answers — instead of discovering the gap weeks later in a report.
How it works
- 1A new Intercom conversation triggers the run.
- 2Extract the customer's opening question from the conversation.
- 3Use an LLM to phrase it as a clean search query.
- 4Query the Intercom help center for a confidently matching article.
- 5Branch: if a strong match exists, stop — the question is covered.
- 6If no match, append the question, conversation link, and timestamp to an Airtable "uncovered questions" base.
- 7Notify the live-support Slack channel so an agent can answer and the gap is on record.
Set it up
What you configure once, before turning it on.
- 1Connect IntercomConversations, contacts, articles.
- 2Connect OpenAIModels, embeddings, files.
- 3Connect AirtableBases, tables, views, automations.
- 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.
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