# Intercom Support Triage

> Triage Intercom conversations — classify by intent (bug, question, expansion, churn risk), assign, draft responses, escalate hot issues. Use on "triage my Intercom queue", "summarize open tickets", or "flag expansion opportunities in support".

- Skill: `composio-community/intercom-support-triage` (Agent Skill)
- Install (CLI): `npx skillmds@latest add composio-community/intercom-support-triage`
- Raw SKILL.md: https://api.skillmd.com/api/skills/composio-community/intercom-support-triage/raw
- Safety review: pending
- Works with: Claude Code, Claude.ai, OpenAI Codex
- Category: Research & Search
- Author: composio-community (https://skillmd.com/u/composio-community)
- Updated: 2026-09-17
- Page: https://skillmd.com/skills/composio-community/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:**
   ```bash
   composio link intercom
   ```
3. **Pull conversations:**
   ```bash
   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 <competitor>"
- "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.