CUSTOMER SUPPORT
Instant Reopen Alert for Bot Closes
Listens for Intercom conversation-reopened webhooks and, if the conversation was closed by a bot in the prior few minutes, pings a Slack channel in real time with the customer's…
How it runs
The automated pipeline, trigger to output.
- TriggerIntercom conversation.reopened webhookIntercom
- ActionRead recent conversation events from IntercomIntercom
- LogicConfirm last close was by a bot and recent
- ActionExtract customer reply and failed intent
- OutputAlert on-call agent in Slack threadSlack
What it does
The moment a customer reopens a conversation, this workflow checks whether a bot had just resolved it. If so, it raises a real-time Slack alert so a human can jump in before the customer churns or escalates publicly.
When to use it
Use it for high-value or high-risk queues where a botched deflection needs a human within minutes, not at the end of an hourly batch. It complements scheduled auditing with live coverage.
How it works
- 1An Intercom webhook fires on conversation.reopened.
- 2Inspect the conversation's recent events to confirm a bot performed the last close.
- 3A logic step filters out human-closed and stale reopens, keeping only fast bot-close-then-reopen cases.
- 4Extract the customer's reopening message and the bot intent that had claimed resolution.
- 5Post a threaded Slack alert tagging the on-call agent with a deep link to the conversation.
Set it up
What you configure once, before turning it on.
- 1Connect IntercomConversations, contacts, articles.
- 2Connect SlackChannels, DMs, threads, mentions.
- 3Set each agent's modelWe leave models unset so you pick the tier — fast + cheap, or top-quality.
- 4Tune it to your dataEdit the prompts, filters, and field mappings so it matches how your team works.
- 5Test, then turn it onRun once against a sample, confirm the output, then enable the trigger.
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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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