TICKET MANAGEMENT
Escalate breached first-response SLA from Intercom to PagerDuty
Watches Intercom conversations for first-response SLA breaches and, when a high-priority customer waits too long, pages the on-call support engineer through PagerDuty and posts…
How it runs
The automated pipeline, trigger to output.
- TriggerIntercom first-response SLA breach eventIntercom
- LogicKeep only unreplied, priority-tagged conversations
- ActionFetch conversation details from IntercomIntercom
- ActionOpen PagerDuty incident on support on-callPagerDuty
- OutputPost breach summary to Slack channelSlack
What it does
It catches support conversations that have blown past their first-response promise and turns them into a real, acknowledgeable page instead of a number on a dashboard. Only conversations that are still unanswered and tagged high priority trigger a page, so on-call stays quiet for normal volume.
When to use it
Use it when your support team commits to a first-response time for priority or paid-tier customers and you need a hard backstop. It is built for teams who treat a missed first reply as an incident, not just a metric.
How it works
- 1An Intercom webhook fires when a conversation's first-response SLA is marked breached.
- 2A filter confirms the conversation is still unassigned or unreplied and carries a priority tag, dropping everything else.
- 3The flow reads the conversation to pull the customer name, plan tier, and wait time.
- 4It opens a PagerDuty incident on the support on-call schedule with the conversation link and elapsed time.
- 5It posts the same summary to the support Slack channel so the wider team has context.
Set it up
What you configure once, before turning it on.
- 1Connect IntercomConversations, contacts, articles.
- 2Connect PagerDutyIncidents, on-call, escalations.
- 3Connect SlackChannels, DMs, threads, mentions.
- 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 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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