Automated Intercom Conversation QA Review Workflow

This workflow automates the quality assurance process for customer support conversations conducted via Intercom. When a conversation is closed, the workflow retrieves the conversation details via Intercom API, filters out irrelevant chats like spam or promotional messages, and structures the dialogue into a readable transcript. It then evaluates the conversation using AI models to score agent response time, clarity, tone, ownership, and problem-solving efficiency. Additionally, it analyzes message counts from various roles and identifies the last admin to respond. The results, including detailed feedback and scores, are logged into a Google Sheet for tracking and coaching purposes. This workflow is practical for support teams aiming to maintain high-quality customer interactions, identify training needs, and improve overall service standards efficiently.