CUSTOMER SUPPORT
Agent-driven VoC triage: turn an inbound theme into a triaged Linear issue
When a support conversation is tagged 'product-feedback', a CEO agent investigates the theme across recent tickets, decides whether it warrants an issue.
How it runs
The automated pipeline, trigger to output.
- TriggerConversation tagged 'product-feedback' in IntercomIntercom
- ActionAgent gathers related conversations on the themeIntercom
- LogicAssess severity, frequency, and duplicate status
- ActionFile new Linear issue or comment on existingLinear
- OutputWrite triage decision back as Intercom noteIntercom
What it does
Gives each flagged piece of feedback an autonomous triage pass. When an agent tags a conversation as product-feedback, a CEO agent gathers related recent conversations on the same theme, judges severity and novelty, and takes the right action: open a well-scoped Linear issue, link to a duplicate, or close as already-handled, with its reasoning recorded.
When to use it
Use it when you want feedback triaged the moment it lands rather than batched, and you trust an agent to do the judgment work a PM would otherwise do manually for each ticket.
How it works
- 1An Intercom conversation tagged 'product-feedback' triggers the run.
- 2The agent reads the conversation and searches Intercom for recent conversations on the same theme.
- 3It assesses severity, frequency, and whether a matching Linear issue already exists.
- 4A logic branch routes on the decision: new, duplicate, or not actionable.
- 5The agent either creates a scoped Linear issue with quotes and frequency, or comments on the existing issue with the new evidence.
- 6Output the triage decision back onto the Intercom conversation as an internal note.
Set it up
What you configure once, before turning it on.
- 1Connect IntercomConversations, contacts, articles.
- 2Connect LinearIssues, projects, cycles, triage.
- 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 this workflow in your colony.
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