Intercom Support Triage

Intercom Support Triage

Classify and route Intercom conversations via Composio.

Workflow

1. Scope the run. Open conversations only? Last 24h? Specific inbox?
2. Link Intercom:

   composio link intercom
   

3. Pull conversations:

   composio search "list intercom conversations" --toolkits intercom
   composio execute INTERCOM_LIST_CONVERSATIONS -d '{ "per_page": 50 }'
   

4. Classify each into:
   • bug — product defect, reproduction steps attached
   • how-to — usage question, docs answer exists
   • expansion — asking about a plan upgrade, seat add, new use case
   • churn-risk — frustration signals, cancellation language, comparison to competitor
   • billing — invoice/payment
5. Take action per category:
   • bug → tag bug, assign to eng on-call, add summary note
   • expansion → tag expansion, notify CSM/AE in Slack (slack-deal-alerts)
   • churn-risk → tag at-risk, escalate to CSM immediately, draft empathetic reply
   • how-to → draft reply with relevant doc link (do not auto-send)
6. Summarize the queue at the end: X triaged, Y flagged, Z drafted.

Churn-risk signals

• "considering switching to "
• "this keeps breaking"
• "how do I cancel"
• thread > 5 back-and-forth with no resolution
• response time > 24h on a paying customer

Guardrails

• Never auto-send a reply without user review — always draft.
• For churn-risk, notify within 15 min even if it's after hours.
• Preserve the original conversation thread; don't close without resolution.