We are developing a workflow to assist users in troubleshooting issues by narrowing down their concerns through a hierarchical structure of business capabilities. This involves guiding users through:

• 20 Business Capability Domains

• 98 Business Capability Categories

• 597 Business Capabilities

• 12 Issue Types

• Approximately 20 Options per Issue Type

On average, each domain encompasses about 4.9 categories (98 categories ÷ 20 domains), and each category includes approximately 6.1 capabilities (597 capabilities ÷ 98 categories).

Notably, the 12 issue types are applicable across all 597 business capabilities, eliminating the need for individual paths beyond the business capability selection.

Specific Requirements:

• Single Business Capability Selection: Users should be able to select one specific business capability from the hierarchy.

• Multiple Issue Types Selection: After selecting a business capability, users can choose multiple issue types from a list of 12 options.

• Detailed Options per Issue Type: Each issue type presents approximately 20 options, allowing for multiple selections within each issue type.

Integration Goals:

Our objective is to capture the selected business capability, issue types, and their corresponding options, and pass this data to our Azure OpenAI Service. The service will generate tailored recommendations based on the input, which will then be presented to the user for multi-selection. Subsequently, the chosen recommendations will be loaded into our Vercel-hosted application for further processing.

We have structured the entire hierarchy of business capabilities in a Supabase table, with hierarchy IDs linking capabilities to categories to domains. Similarly, all issue types and their options are stored in Supabase tables. Ideally, we aim to dynamically feed the business capability drill-down, issue types, and their options from these tables.

Challenges:

• Scalability: Manually creating and managing pathways for each of the 597 capabilities, combined with the multi-select requirements for issue types and their options, is impractical and prone to errors.

• User Experience: Ensuring an intuitive and efficient navigation process for users as they drill down through multiple levels of options is essential to prevent frustration and enhance satisfaction.

Seeking Recommendations:

We are looking for third-party applications that integrate with Intercom to streamline this workflow. Specifically, we need solutions that offer:

• Workflow Automation: Tools capable of automating the creation and management of complex, hierarchical pathways to reduce manual effort and improve accuracy.

• Dynamic Menu Generation: Applications that can generate responsive, context-aware menus based on user selections, facilitating seamless navigation through the hierarchy.

• Multi-Select Functionality: Solutions that support single selection for business capabilities and multiple selections for issue types and their detailed options.

• Data Integration: Applications that enable seamless data transfer between Intercom, Supabase, Azure OpenAI Service, and our Vercel-hosted platform, ensuring that user selections and issue types are accurately captured and processed.

If you have experience with or knowledge of any tools or integrations that could simplify this complex workflow within Intercom, please share your recommendations and insights.

Thank YOU!