Playbook · B2B software (SaaS)
Conversation triage for B2B software companies
Sort every new conversation in the support chat inbox by topic, page someone for the urgent ones, and put each in front of the team that handles it.
Start the 14-day trial, then find it under Templates → Library. It installs into the client you choose, switched off, with its checklist.
- Steps
- 4
- Client fills in
- 5
- Accounts
- 4
- Starts
- From Intercom, within 5 minutes
UsesBeta
Every step, in order
Branches show each arm; a step indented under one runs only on that arm. The words are the template’s own, and the client’s fields fill them in.
Why this workflow
A shared support inbox has no order but arrival: a customer who cannot work waits behind a billing question, and each person assumes someone else has it. Sorting each conversation as it starts, with an explicit urgent flag, gives every one an owner and gets the bad ones seen in minutes.
- Starts whenA new conversation comes in
- AgentSort the message
- BranchUrgent?
- IfIf yes
- TextText whoever is on call
- IfIf no
- App stepPost to the team
What each client fills in
- Business name
- How messages sign off.
- AI model
- The model the client’s key can use.
- Topics
- Comma-separated, the team’s own: billing, booking, complaint, technical, sales.
- Owner’s mobile
- Texted when something needs a person now.
- Team channel
- The Slack channel that hears about it.
The accounts it needs
Each is the client’s own, stored encrypted and never copied between clients. Until one is added the client’s checklist shows it, and nothing runs.
In the client’s Intercom: Settings → Integrations → Developer Hub → New app (for their own workspace, no review) → Authentication → copy the access token. The conversation trigger needs the app to be allowed to read conversations.
platform.claude.com → Settings → API keys → Create key, in the workspace that bills this client.
In the client’s Slack: api.slack.com/apps → Create New App → OAuth & Permissions → add the chat:write scope (and channels:history, plus groups:history for a private channel, for the message trigger) → Install to Workspace → copy the Bot User OAuth Token. Invite the app to the channel.
After you install it
It lands switched off. The client’s checklist holds exactly this:
- Connect the client’s Intercom, for “A new conversation comes in”
- Connect the client’s Anthropic, for “Sort the message”
- Connect the client’s Twilio (SMS), for “Text whoever is on call”
- Connect the client’s Slack, for “Post to the team”
- Fill in AI model (The model the client’s key can use)
- Fill in Business name (How messages sign off)
- Fill in Topics (Comma-separated, the team’s own: billing, booking, complaint, technical, sales)
- Fill in Owner’s mobile (Texted when something needs a person now)
- Fill in Team channel (The Slack channel that hears about it)
What it does not do
- It sorts conversations in a support chat inbox (Intercom), not email. No email inbox in the catalog delivers a message’s text: the Front trigger carries the subject only.
Related templates
- PackB2B software (SaaS)Product-led software company packA product-led software company lets customers sign up and try the product themselves, so the product, not a salesperson, does most of the converting.
4 workflows · 16 steps · 8 apps - PlaybookE-commerceConversation triage for online storesThe same playbook, written for E-commerce.4 steps · 4 apps
- PlaybookMarketing agencyConversation triage for marketing agenciesThe same playbook, written for marketing agency.4 steps · 4 apps
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