1.Detects new conversation reply
Integrate Intercom and conversation routing tools to detect contact replies and start the automated reply workflow.
Send AI reply and route conversations to specialists
Automatically monitor new conversation replies across Intercom, Zapier Tables, tess, and Code by Zapier. Create and update when contact replies, conversation receives a new message, or thread gets updatedβso you can post admin replies, update case records, and open specialist tickets without manual follow-up.
How this automation routes conversations to specialists
When contact replies in Intercom, delays can cost customer trust and slow specialist response. This automation uses tess to draft replies, Zapier Tables to update case records, and Code by Zapier to parse routing decisionsβso your team can respond and escalate fast.
Intercomor swap with your favorite app
2.Finds supervisor routing guidance
Integrate Zapier Tables and data lookups to lookup the case record by conversation ID and retrieve routing preferences.
Zapier Tablesor swap with your favorite app
3.Runs AI agent to draft reply
Integrate tess and AI drafting tools to run the agent, include attachments, and produce a draft reply plus decision flags.
TESSor swap with your favorite app
4.Parses AI output into fields
Integrate Code by Zapier and JSON parsing tools to parse the AI output into reply text and decision flags.
Code by Zapieror swap with your favorite app
5.Updates case record with results
Integrate Zapier Tables and case management systems to update the case record with the draft reply and processed flags.
6.Replies in Intercom conversation
Integrate Intercom and notification tools to post the admin comment reply and support specialist routing decisions.
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Streamline customer support with automated message triage, AI replies, and ticket updates
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Step 1
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Define the trigger
Choose the events that should start your workflow, like a new submission, updated record, completed task, or customer action.
Step 3
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Let your workflow handle follow-ups, updates, notifications, and reporting so your team can track progress and act faster.
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