CUSTOMER SUPPORT
Intercom Reply Pre-Warmer Grounded in Your Help Center
When an Intercom conversation opens, searches your Confluence help center for matching articles and drafts a cited reply as an internal note so agents send accurate answers fast.
How it runs
The automated pipeline, trigger to output.
- TriggerNew Intercom conversation startedIntercom
- ActionExtract question and search terms with OpenAIOpenAI
- ActionSearch Confluence help center for articlesConfluence
- LogicFilter on article relevance threshold
- ActionDraft cited reply with OpenAIOpenAI
- OutputPost draft as Intercom internal noteIntercom
What it does
The moment a customer starts an Intercom conversation, this finds the relevant help-center articles, drafts an answer that quotes them, and leaves it as an internal note. Agents send factual, on-brand replies without hunting through docs.
When to use it
When your support volume is mostly how-to and policy questions already answered in your knowledge base, and you want every draft anchored to a real article rather than the model guessing.
How it works
- 1A new Intercom conversation triggers the flow.
- 2OpenAI extracts the core question and search terms from the customer's message.
- 3Confluence is searched for the top matching help-center articles.
- 4A filter checks whether any article cleared the relevance bar.
- 5If matches exist, OpenAI drafts a reply citing the articles by title and link; if not, it drafts a clarifying-question reply and tags it for triage.
- 6The draft posts as an internal Intercom note for the agent to review and send.
Set it up
What you configure once, before turning it on.
- 1Connect IntercomConversations, contacts, articles.
- 2Connect ConfluenceSpaces, pages, blueprints.
- 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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Run this workflow in your colony.
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