CUSTOMER SUPPORT
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…
How it runs
The automated pipeline, trigger to output.
- TriggerInbound Intercom reply receivedIntercom
- ActionLook up contact and account owner in AttioAttio
- LogicFilter to VIP-tier accounts only
- ActionScore frustration and urgency with OpenAIOpenAI
- LogicBranch on frustration threshold
- OutputDM the account owner in Slack with summary and linkSlack
What it does
Watches inbound Intercom replies, classifies the customer's sentiment with an LLM, and escalates only the genuinely frustrated VIP messages straight to the human who owns that account. No more burying an angry enterprise customer in a shared inbox.
When to use it
Run this when you have a tier of high-value accounts whose churn risk justifies real-time human attention, and you want to skip the noise of routine support chatter. Ideal for CS or account-management teams who already track ownership in Attio.
How it works
- 1An inbound Intercom reply fires the trigger.
- 2The customer's email is looked up in Attio to confirm VIP status and find the account owner.
- 3Non-VIP contacts are filtered out so only priority accounts continue.
- 4OpenAI scores the message text for frustration, urgency, and intent on a 0-1 scale.
- 5A threshold check holds back calm or neutral replies.
- 6For frustrated VIPs, a Slack DM goes to the named account owner with the sentiment score, a one-line summary, and a deep link back into the Intercom conversation.
Set it up
What you configure once, before turning it on.
- 1Connect IntercomConversations, contacts, articles.
- 2Connect AttioReal-time CRM with structured data + powerful views.
- 3Connect OpenAIModels, embeddings, files.
- 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.
Frustrated VIP Reply to Linear Escalation Ticket
When a VIP customer's Intercom reply reads as angry, opens a prioritized Linear issue with the conversation transcript, sentiment score, and account owner assigned.
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.
14-day trial. No DevOps. No Sales call. Provisioned in under a minute.