CUSTOMER SUPPORT
Reply in Intercom when the conversing user matches a Sentry crash
On a new Intercom conversation, looks up the contact's email in Sentry's affected-users list and, if they are hit by a known crash, drafts an internal note with the crash group…
How it runs
The automated pipeline, trigger to output.
- TriggerNew Intercom conversation openedIntercom
- ActionLook up contact email in Sentry affected usersSentry
- LogicUser tied to an active crash group?
- ActionAssemble crash group, user breadcrumbs, draft reply
- OutputPost internal note and tag conversation with issue IDIntercom
What it does
Connects the person you're chatting with to the bug that's actually affecting them. When an Intercom conversation opens, the workflow checks whether that contact's email appears in the affected-users list of any recent Sentry issue, and if so surfaces the crash group, the user's own breadcrumb trail, and a draft reply acknowledging the known issue.
When to use it
Use it when frontline support handles live chat and you want agents to instantly know 'this user is one of the N people hit by the checkout crash' instead of treating each chat as a blank slate.
How it works
- 1A new Intercom conversation triggers the run.
- 2The contact's email is looked up across recent Sentry issues' affected-user sets.
- 3A filter checks whether the user is tied to an active crash group.
- 4If yes, the workflow assembles the crash group, that user's breadcrumb trail, and a suggested reply.
- 5An internal note with the context and draft is posted to the Intercom conversation and tagged with the issue short-ID.
Set it up
What you configure once, before turning it on.
- 1Connect IntercomConversations, contacts, articles.
- 2Connect SentryErrors, performance, releases.
- 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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