Use casesTriage

Catch the support conversation that is about to go wrong

Mitra builds an agent that checks Intercom every hour for conversations going the wrong way — replies stacking up, a frustrated tone, a named account waiting. Each one goes to Slack with the thread summarized and linked. Anything with a real product defect behind it also opens a Linear issue.

Runs: Every hour
Used by: Customer Support

The prompt

Check Intercom every hour for open conversations that are going badly — three or more customer replies, an angry tone, or anyone from our top accounts. Post each one to #support-escalations in Slack with a short summary and the link, and open a Linear issue when there is a bug behind it.

Intercom

Linear

Slack

Build this agent

200 credits to start · no credit card

What the agent actually does.

Sweeps the open conversations
Every hour the agent reads the open Intercom threads, along with who replied last, how many times and in what tone.
Scores what is heating up
Repeated customer replies, frustration in the wording and a name from your account list all count against a thread, so pressure shows before a complaint does.
Posts the escalation with context
Each flagged thread goes to Slack in a few lines, with the customer, how long they have waited and a link, so nobody has to reconstruct the story.
Opens a Linear issue for real defects
When a product problem sits behind the thread, the agent files it in Linear and links the conversation, so the fix gets an owner rather than a mention.
Skips what it already raised
Threads flagged on an earlier run stay quiet unless they get worse, which keeps the channel worth reading at four in the afternoon.

Make it yours.

Support teams with no dedicated escalation manager, where the loud conversations surface at standup or in a founder's inbox. If you find out an account was angry when they ask for a call, this is the gap the agent closes. Change any of this by saying so — there is nothing to rewire.

Watch only conversations from accounts above a certain plan, and check every fifteen minutes.
Skip Linear and send each escalation as a direct message to the assignee and their lead.
Add your Zendesk tickets to the same sweep, so both inboxes are watched by one agent.

Questions, answered.

How does Mitra know a support conversation is escalating?

Mitra reads the thread rather than counting fields: how many times the customer has come back, how the last message is worded, how long they have waited and whether the account is one you named. Any of those can raise a conversation. Tell Mitra what else matters and the next sweep includes it.

Will Mitra flag the same conversation every hour?

No — Mitra records what the agent raised on earlier runs and stays quiet on a thread unless it gets worse, so the escalation channel keeps its weight. A conversation that picks up more replies or a harder tone is raised again, with what changed since the last time.