1.Detect conversation rating added
Integrate Intercom and customer feedback tools to capture conversation ID, rating, and source metadata for triage routing.
Reopen low CSAT conversations and assign tier 1
Automatically monitor conversation rating added events across Intercom and delay routing in Webhooks by Zapier. Reopen and convert when CSAT drops, low rating events arrive, or ratings fall below thresholdβso you can submit tier 1 tickets, post internal routing notes, and update escalation flags without manual triage.
How this automation escalates your tier 1 tickets
When conversation ratings indicate low CSAT, delays can block fast triage and escalate the wrong items. This automation monitors rating added events and then delays, converts, and updates Intercom so your team can reopen conversations and assign tier 1 ownershipβso you can respond immediately.
Intercomor swap with your favorite app
2.Delay routing by 1 minute
Integrate Delay by Zapier and workflow timing tools to pause briefly and pass conversation ID and rating forward.
Delay by Zapieror swap with your favorite app
3.Find conversation by ID
Integrate Intercom and ticket context tools to look up the active conversation and map metadata for routing decisions.
4.Filter for qualifying low ratings
Integrate Filter by Zapier and routing rules to continue only when rating is below threshold and escalation is not set.
Filter by Zapieror swap with your favorite app
5.Convert and update escalation
Integrate Webhooks by Zapier and support workflow tools to convert the conversation, reply, and update the escalation flag.
Webhooks by Zapieror swap with your favorite app
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