Summarize Intercom support conversations automatically

Long Intercom threads waste handoff time. An Orkeste agent reads the full conversation, extracts the issue, the steps tried, and the open action items, then drops a clean summary into the right place.

How the workflow runs

1. Watch closed or stalled threads: The agent listens for conversations meeting your trigger criteria.
2. Extract structure: Pulls problem, steps taken, current status, open actions.
3. Draft summary: Composes a tight summary plus a list of next steps.
4. Approve sensitive cases: Conversations flagged sensitive go through a human reviewer.
5. Save to Intercom and CRM: Writes the summary as an internal note and syncs to your CRM record.

Human-in-the-loop: Sensitive or PII-heavy conversations are reviewed by a human before any external system is updated.

Works with your stack

• intercom
• salesforce
• hubspot

Related workflows

• Auto-draft first response to Zendesk tickets
• Detect customer sentiment and flag churn risk in Intercom
• Enrich Salesforce records from sales conversations

Questions about this workflow

Where does the summary go?

Inside Intercom as an internal note, and optionally on the matching CRM contact or account record.

Can we customize the format?

Yes. You can define the summary template, length, and which sections to include.

Does it work for ongoing conversations?

Yes. You can summarize on close, on stall, or on demand from the Intercom inbox.