CUSTOMER SUPPORT
Intercom Draft Pre-Warmer with CRM Context
On a new Intercom conversation, pulls the contact's plan, tier, and open deals from HubSpot.
How it runs
The automated pipeline, trigger to output.
- TriggerNew Intercom conversation startedIntercom
- ActionFetch contact tier and deals from HubSpotHubSpot
- LogicBranch on account tier
- ActionDraft context-aware reply with OpenAIOpenAI
- OutputPost draft plus account summary as internal noteIntercom
What it does
This enriches each new Intercom conversation with CRM context before drafting. It pulls the contact's plan tier, lifecycle stage, and open deals from HubSpot, then writes a reply that respects who the customer is — a churn-risk enterprise account gets a different tone than a free-trial user.
When to use it
When account context changes how you should answer and agents would otherwise reply blind. Best for B2B SaaS support where tier and deal stage matter.
How it works
- 1A new Intercom conversation triggers the flow.
- 2HubSpot is queried by the contact's email for plan tier, lifecycle stage, and open deals.
- 3A branch checks tier: high-value accounts get a white-glove tone instruction; others get the standard tone.
- 4OpenAI drafts a reply using the message and the CRM context, adjusting tone and escalation cues accordingly.
- 5The draft posts as an internal Intercom note with a one-line account summary for the agent to edit and send.
Set it up
What you configure once, before turning it on.
- 1Connect IntercomConversations, contacts, articles.
- 2Connect HubSpotCRM, deals, marketing, support.
- 3Connect OpenAIModels, embeddings, files.
- 4Set each agent's modelWe leave models unset so you pick the tier — fast + cheap, or top-quality.
- 5Tune it to your dataEdit the prompts, filters, and field mappings so it matches how your team works.
- 6Test, then turn it onRun once against a sample, confirm the output, then enable the trigger.
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