Customer Support Crisis Detection → Emergency Contact → Follow-up Care
Customer service workflow that identifies users in crisis through support chats and automatically connects them with trusted contacts and professional resources.
Workflow Steps
Intercom
Monitor customer conversations for crisis indicators
Set up Intercom's AI to flag customer support conversations containing concerning language related to mental health, safety, or crisis situations using sentiment analysis and keyword detection.
Airtable
Log crisis event and retrieve emergency contact
Automatically create a record in Airtable with the customer's information, crisis details, and pull their pre-registered emergency contact information from their profile database.
Twilio
Send SMS to emergency contact and customer
Send immediate text notifications to the customer's trusted contact with crisis resources and alert details, while also texting the customer with local helpline numbers and support resources.
Workflow Flow
Step 1
Intercom
Monitor customer conversations for crisis indicators
Step 2
Airtable
Log crisis event and retrieve emergency contact
Step 3
Twilio
Send SMS to emergency contact and customer
Why This Works
Leverages existing customer data and communication channels to create immediate safety nets without requiring new apps or complex integrations.
Best For
SaaS companies and platforms that interact with users in vulnerable situations
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