TICKET MANAGEMENT
Deflect Intercom how-to questions to docs instead of filing bugs
Classifies Intercom conversations and, for how-to questions (not bugs), finds the most relevant Notion help doc and replies with it, only escalating to a human when no doc matches.
How it runs
The automated pipeline, trigger to output.
- TriggerNew Intercom support conversationIntercom
- LogicClassify how-to vs bug vs otherOpenAI
- LogicRoute only how-to questions onward
- ActionMatch question to Notion help docsNotion
- OutputDraft doc reply or escalate to human queueIntercom
What it does
The mirror image of bug promotion: for conversations that are *how-to questions* rather than defects, it surfaces the best-matching Notion documentation and drafts a reply, so support deflects answerable questions instead of clogging the bug pipeline. True bugs are routed elsewhere; unanswerable questions go to a human.
When to use it
When a large share of inbound tickets are usage questions already covered by your docs, and you want to auto-answer those while keeping real bugs separate.
How it works
- 1A new Intercom conversation arrives in the support inbox (trigger).
- 2An LLM classifies it as `how-to`, `bug`, or `other`.
- 3A branch routes only `how-to` conversations forward.
- 4The question is matched against your Notion help-center pages by content similarity.
- 5If a confident doc match is found, a reply linking the page is drafted in Intercom for an agent to send.
- 6If no doc clears the confidence threshold, the conversation is assigned to the human support queue with a note explaining the gap.
Set it up
What you configure once, before turning it on.
- 1Connect IntercomConversations, contacts, articles.
- 2Connect OpenAIModels, embeddings, files.
- 3Connect NotionPages, databases, comments.
- 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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Intercom Known-Issue Auto-Responder
When a new Intercom conversation matches a known active incident, it attaches the conversation to that incident's parent ticket and sends the customer the current status reply.
Weekly reopen-by-agent coaching digest
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Escalate repeat reopens to a Linear bug
Detects when the same underlying issue reopens across multiple tickets, uses an AI agent to cluster them by root cause.
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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