TICKET MANAGEMENT
Detect Duplicate Intercom Conversations and Merge with Customer Notice
When a new Intercom conversation opens, finds an existing open conversation from the same customer about the same issue, merges them, and replies once so the customer knows their…
How it runs
The automated pipeline, trigger to output.
- TriggerNew Intercom conversation openedIntercom
- ActionFetch contact's other open conversationsIntercom
- ActionScore same-issue likelihood with OpenAIOpenAI
- LogicOnly continue if duplicate confidence is high
- ActionMerge new conversation into the originalIntercom
- OutputReply once confirming the threads were combinedIntercom
What it does
Stops the same customer from having two parallel support threads. On every new Intercom conversation, it checks whether that contact already has an open conversation about the same topic, and if so merges the new one into the original and posts a single friendly reply explaining the consolidation.
When to use it
Use it when customers reply by email and accidentally start a fresh thread, or message twice in a panic. Best for teams drowning in split conversations that fragment context and inflate ticket counts.
How it works
- 1A new Intercom conversation triggers the flow.
- 2Fetch the contact's other open conversations from Intercom.
- 3Send both threads' text to OpenAI to judge whether they describe the same issue and return a confidence score.
- 4Branch: if confidence is high, proceed to merge; otherwise stop and leave the new thread untouched.
- 5Merge the new conversation into the oldest matching one via the Intercom API.
- 6Reply on the surviving thread letting the customer know their messages were combined and a teammate is on it.
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.
More Ticket Management workflows
Enrich Discord bug reports with Sentry errors before filing in Linear
Takes a Discord bug report, has an LLM pull out likely error signatures, searches Sentry for matching events.
Front-to-Linear Recurring Bug Linker
When a Front ticket is tagged as a bug, it searches Linear for an existing matching issue and either links the ticket to that parent issue or opens a new tracked one.
Front Duplicate Conversation Clusterer
When a new Front conversation arrives, it semantically compares the report against open conversations.
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
Aggregates each agent's solved-then-reopened tickets for the week, identifies the most common reopen reason per agent, and emails a private coaching digest to the support manager.
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.
14-day trial. No DevOps. No Sales call. Provisioned in under a minute.