Support ticket triage & AI resolution
Classify incoming customer questions, query indexed company SOPs in Notion, and resolve common inquiries autonomously via Fin AI.
When this automation fires
Webhook / Event Definition
Incoming customer conversation initiated in Intercom messenger Step-by-step pipeline sequence
Fin AI indexes Notion help center articles to construct a context-aware draft response
If customer confirms resolution, ticket is automatically marked resolved with CSAT prompt
If question requires human touch or billing intervention, route ticket to Tier 2 support queue
Notify on-call engineers via Slack if issue indicates an active system incident
Error handling & exception routing
• Webhook Failures: Ensure receiving endpoints respond with 200 OK before executing heavy downstream computations to avoid sender retry loops.
• Rate Limiting: Implement queue backpressure or sleep nodes (100ms delay) when updating CRM records in bulk via API.
• Dead Letter Alerts: Any catastrophic step failure must route the raw JSON payload to a private Slack triage channel so no lead or transaction is silently dropped.