When a conversation passes between people, the next one should not have to read the whole thread. An Orkeste agent reads the conversation, writes down the problem, what has been tried and what is still open, and saves the summary where your team looks: a Notion page, a note on the HubSpot contact or a Slack post.
The problem
A customer comes back after the weekend and the person on shift scrolls through the whole thread to work out where things stand. Context is lost at every handoff and the customer repeats themselves.
How the workflow runs
Runs: When you start it for a conversation, or every day for open conversations.
Find the conversation: The agent searches Intercom for the conversation you name, or for open conversations matching its briefing, up to five per search.
Read it: It reads the latest ten messages of the conversation.
Summarise: It writes the problem, the steps already tried, the current status and the next action.
Save the summary: It adds the summary to a Notion page or as a note on the HubSpot contact, or posts it to Slack.
The next person continues: Whoever picks up the case reads the summary first. Notes written to HubSpot can wait for approval.
The agent does not reply to the customer in this workflow. Notes written to HubSpot can wait in Validations before they are saved.
Who does what
Summariser: Reads the conversation and writes a structured summary.
Support team (human): Uses the summary to pick up the case.
What this workflow does not do
Reads the latest ten messages of a conversation; older history is not included.
Does not write internal notes inside Intercom; the summary goes to Notion, HubSpot or Slack.
Today the Intercom connector reads conversations and posts replies, which the customer sees. To keep the summary internal, it goes to Notion, HubSpot or Slack.
Can I choose the format?
Yes. Describe the sections and the length in the briefing.
Does it work on long conversations?
It reads the most recent ten messages, which covers most handoffs. Older history is not included.