Create a support macro library from chat history
Turn repeated customer conversations into approved support macros, FAQ entries, and escalation rules.
Setup time
2 hours
Time saved
4-10 hours
Best for
Support teams, Ecommerce sellers, Small teams
Tools
Intercom, Gorgias, ChatGPT, Notion
Overview
This workflow helps support teams answer faster while keeping quality consistent and avoiding risky AI-generated replies.
When to use this workflow
Tools you need
Intercom
Customer support
Customer service platform with AI chatbot, help center, and support inbox workflows.
Visit websiteGorgias
Customer support
Customer support helpdesk built for ecommerce teams and Shopify stores.
Visit websiteChatGPT
AI assistant
General AI assistant for drafting, reasoning, rewriting, and structured content generation.
Visit websiteNotion
Workspace
Workspace for docs, databases, calendars, SOPs, and team knowledge bases.
Visit websiteStep-by-step workflow
Export common conversations
Collect recent tickets or chats grouped by topic, product, and resolution status.
Tool used
Intercom
Expected output
A support conversation sample.
Cluster repeated issues
Ask AI to group conversations by intent, root cause, urgency, and ideal resolution.
Tool used
ChatGPT
Expected output
A topic and intent map.
Draft approved macros
Create response templates with variables, tone guidance, escalation notes, and prohibited claims.
Tool used
ChatGPT
Expected output
A macro draft library.
Publish and review
Move approved macros into your support tool and review them monthly.
Tool used
Gorgias
Expected output
A live support macro library.
Prompt templates
Support intent clustering
Cluster these support conversations by customer intent, root cause, urgency, and ideal resolution. Include repeated phrases and missing documentation. Conversations: [paste]Macro writer
Create approved support macros for these intents. Include response, variables, when to use, when to escalate, and what not to promise. Intents: [paste]Automation ideas
- Create monthly macro improvement reports
- Flag conversations with no matching macro
- Turn repeated issues into help center tasks
Common mistakes
- Publishing macros without human approval
- Making replies too robotic
- Not documenting escalation criteria
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