Triage inbound iMessage conversations into Slack

By General Input

When a customer texts in, pull the thread, look them up in HubSpot, and post a triage card to Slack with a suggested next action.

Integrations

  • LoopMessage
  • HubSpot
  • Slack

Type

Agentic Task

Categories

  • Customer Support
  • Sales

Build me an inbound iMessage triage agent that runs every time a customer sends us a new message. The trigger is a LoopMessage webhook fired on inbound messages.

When the webhook fires, the agent should:

1. Read the inbound payload to get the sender's contact (phone number or email) and the message text.

2. Call LoopMessage Get Message History for Contact for that sender to load the recent thread so it has conversation context (last ~10 messages, both directions).

3. Call HubSpot Search Contacts using the sender's phone number or email to identify who they are. If a contact match is found, also run HubSpot Search Deals and HubSpot Search Tickets filtered by that contact's associated id to see any open deals or tickets. If no match is found, treat them as an unknown lead.

4. Classify the intent of the latest inbound message into one of: support question, sales interest, scheduling, spam, or simple acknowledgment (things like 'thanks', 'got it', 'ok').

5. Post a structured triage summary to a Slack channel via Slack Send a Message. The Slack post should include: the contact's name (or 'Unknown' if not in HubSpot), the last 2 or 3 messages from the thread, the suggested category, any open HubSpot deal or ticket titles with links to the HubSpot record, and a one-line recommended next action.

6. If the intent is a simple acknowledgment, reply automatically via LoopMessage Send Message with a short confirmation back to the customer (something brief and human, like 'You got it, talk soon!'). Skip the auto-reply for spam. For every other category, do not auto-reply, leave the human to respond from the Slack thread.

Configurable inputs I want to set when I install this: the Slack channel id to post into, the LoopMessage sender id to reply from, and the HubSpot owner or pipeline filter to scope deal lookups (optional).

Keep the Slack message compact and skimmable. Use bold for the contact name and category, and quote the recent messages so the on-call person can decide in five seconds whether to jump in.

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