TICKET MANAGEMENT
Intercom Duplicate-Conversation Agent Resolver
An agent investigates incoming Intercom conversations against the open queue, decides whether each is a duplicate of an active thread.
How it runs
The automated pipeline, trigger to output.
- TriggerNew Intercom conversationIntercom
- ActionAgent searches open conversation queueIntercom
- LogicAgent reasons + applies confidence gateOpenAI
- ActionMerge context into canonical conversationIntercom
- OutputTag duplicate + post rationale noteIntercom
What it does
When a new Intercom conversation arrives, an agent reads it, searches the open conversation queue for siblings about the same problem, and reasons about whether to fold it into an existing canonical thread. If it merges, it carries the customer's new detail into the canonical conversation and tags the duplicate so agents see the full picture in one place.
When to use it
For support inboxes where the same outage or billing issue generates a flood of separate chats. Use it when judgment matters more than a fixed score — the agent weighs phrasing, customer, and timing rather than a single similarity number.
How it works
- 1A new Intercom conversation triggers the agent.
- 2The agent searches open Intercom conversations and pulls candidate siblings.
- 3It reasons over the candidates, applying a confidence gate before declaring any duplicate.
- 4For a confident match, the agent appends the new context to the canonical conversation and tags the duplicate.
- 5The agent posts a short rationale note and, when no confident match exists, leaves the conversation untouched and logged as unique.
Set it up
What you configure once, before turning it on.
- 1Connect IntercomConversations, contacts, articles.
- 2Connect OpenAIModels, embeddings, files.
- 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
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Run this workflow in your colony.
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