Before we begin
How do you create or update customer support articles in real time once you discover a knowledge gap?
Automate it in Clay.
Here’s how it works:
First, when a support specialist identifies missing or outdated support content, they trigger a workflow directly from the Intercom inbox, like the one below:
Once triggered, the conversation gets sent to Clay where AI creates a first draft help article that solves the issues discussed in the support thread.
Bonus: you can copy and paste drafts into a doc, or you can push drafts to Notion docs or Google docs automatically so your content team can edit them before publishing.
Steps
Copy this template
First, copy this template in Clay.
If you’re already a user, you’ll be directed to your workspace. If not, you’ll be prompted to create a free Clay account.
The interactive demos on the right will walk you through each step of this Claybook.
Step 2:
Create a webhook and workflow in Intercom
Next, set up your webhook and workflow in Intercom so it can send support ticket threads to Clay.
Step 3:
Add your API token to the HTTP API column
Next, so Clay can retrieve Intercom support tickets, add your Intercome API key to the HTTP API column.
To find your Intercom API key, follow the instructions here.
Step 4:
Customize Claygent prompts (optional)
This Claybook uses three AI prompts:
- ChatGPT: to summarize each piece of dialogue from the support ticket thread
- Claygent (Helium): to summarize the entire conversation in a few sentences
- Anthropic: to write a help article that addresses the issue from the conversation
Customize any of them to fit your business needs better.
Copy the template
Use Clay to automate help article drafts that solve specific issues mentioned in support tickets.
Simply copy this template, follow the steps above, and let Clay work its magic.
Need help?
If you have any issue, you can ask for help in Slack or schedule time with a Clay expert.
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