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Triage every new Intercom conversation with context
When a new conversation lands in Intercom, Macha reads the customer's profile, searches the Help Center for the relevant article, and either replies directly with the answer or drops a private note with the draft plus context for a teammate.
Inbox stays moving without a human touching the trivial ones.
Como funciona
First Customer Message
New conversation from [email protected]: "How do I export my analytics as CSV?"
Load customer profile
Mia Chen · Growth plan · Last seen 2h ago · 3 prior conversations
Search Help Center
Matched "Exporting your analytics data" (95% confidence)
Reply publicly
Sent short answer with a link to the doc
Hi Mia — you can export analytics as CSV from **Analytics → Export → CSV** in the top right of any report. Full walkthrough here: [Exporting your analytics data](https://help.example.com/exporting-analytics). Let me know if the export fails or the columns don't match what you need.
Triggers e ações
Trigger
First Customer Message
Intercom
Fires when a new conversation is created. Warning-gated because it fires on every new conversation — scope with tags or teams before turning on.
Ação
Get Conversation
Intercom
Fetch a conversation by ID with every part — customer messages, admin replies, notes, assignments, tag changes.
Ação
Get Contact
Intercom
Fetch a contact with custom attributes, tags, and associated companies.
Ação
Search Help Center Articles
Intercom
Search Intercom Help Center articles by keyword, so replies can be grounded in existing documentation.
Ação
Reply to Conversation
Intercom
Post a customer-visible reply as the connected admin.
Ação
Add Internal Note
Intercom
Attach a private note only teammates can see — perfect for handoff context.
Casos de uso relacionados
Auto-reply using knowledge base articles
When a ticket comes in with a common question, Macha searches the Help Center knowledge base for the most relevant article, extracts the key steps, and replies with a clear, helpful answer.
Draft ticket responses for agent review
Macha reads the ticket, searches relevant documentation in Notion, and drafts a response for the agent. The agent can edit, approve, or rewrite before sending.
Triage and route tickets by topic
When a new ticket arrives, Macha reads the content, classifies the topic, sets the appropriate priority, and routes it to the right team or agent — all in seconds.
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