TICKET MANAGEMENT
Auto-Tag and Route Intercom Conversations by Matched Theme
On each inbound Intercom conversation, classifies it against known recurring themes and applies the matching tag, sets priority, and assigns it to the owning team.
How it runs
The automated pipeline, trigger to output.
- TriggerNew inbound Intercom conversationIntercom
- ActionEmbed message and match nearest themeOpenAI
- LogicBranch on auto-route confidence threshold
- ActionApply tag, priority, and team assignmentIntercom
- OutputLog classification result to PostgresPostgres
What it does
Classifies every incoming conversation into a known issue theme the instant it arrives, then tags, prioritizes, and assigns it to the right team automatically so agents skip manual triage on repeat issues.
When to use it
Use it when a large share of inbound volume is recurring, well-understood issues that should route themselves. It frees agents to focus on novel conversations rather than re-sorting the same problems daily.
How it works
- 1An Intercom webhook fires on each new inbound conversation.
- 2The flow embeds the opening message and matches it against stored theme fingerprints in Postgres, returning the best theme and a confidence score.
- 3A branch evaluates whether confidence clears the auto-route threshold.
- 4If confident, it applies the theme's tag, sets the theme's default priority, and assigns the conversation to the owning team in Intercom.
- 5If not confident, it tags the conversation "needs-triage" and leaves it in the manual review inbox.
- 6The classification result and confidence are logged to Postgres to refine future routing.
Set it up
What you configure once, before turning it on.
- 1Connect IntercomConversations, contacts, articles.
- 2Connect OpenAIModels, embeddings, files.
- 3Connect PostgresAny Postgres URL — query, write, migrate.
- 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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Run this workflow in your colony.
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