Intercom Automation

Comprehensive skill for automating Intercom customer communication and support workflows.

Core Workflows

1. Conversation Flow

CUSTOMER CONVERSATION FLOW:

┌─────────────────┐

│  User Message   │

│   (Inbound)     │

└────────┬────────┘

         ▼

┌─────────────────┐

│   Bot Triage    │

│  - Intent       │

│  - Route        │

└────────┬────────┘

         │

    ┌────┴────┐

    ▼         ▼

┌───────┐ ┌───────┐

│  Bot  │ │ Human │

│ Reply │ │ Agent │

└───┬───┘ └───┬───┘

    │         │

    └────┬────┘

         ▼

┌─────────────────┐

│   Resolution    │

│  - Close        │

│  - Follow-up    │

└─────────────────┘

2. Automation Rules

automations:

  - name: welcome_new_users

    trigger:

      event: user.created

      conditions:

        - signed_up_at: within_last_hour

    action:

      send_message:

        type: chat

        delay: 5_minutes

        message: |

          Hey {{first_name}}! 👋

          Welcome to {{company_name}}! I'm here to help you

          get started. What brings you here today?

        buttons:

          - "Explore features"

          - "I have a question"

          - "Just looking around"

  - name: trial_expiring

    trigger:

      event: user.attribute_changed

      attribute: trial_days_remaining

      value: 3

    action:

      send_message:

        type: email

        template: trial_expiring

  - name: feature_announcement

    trigger:

      segment: power_users

      event: feature_released

    action:

      send_message:

        type: in_app

        message: "🎉 New Feature: {{feature_name}}"

User Segmentation

Segment Definitions

segments:

  - name: trial_users

    filter:

      subscription_status: trial

  - name: power_users

    filter:

      sessions_count: "> 50"

      last_seen: "< 7 days"

      features_used: "> 5"

  - name: at_risk_users

    filter:

      subscription_status: active

      last_seen: "> 30 days"

  - name: enterprise_prospects

    filter:

      company_size: "> 100"

      plan: free

  - name: feature_requesters

    filter:

      tag: feature_request

      conversations_count: "> 0"

Dynamic Attributes

custom_attributes:

  - name: health_score

    type: number

    compute: |

      (sessions_last_30_days * 2) +

      (features_used * 3) +

      (team_members_active * 5)

  - name: lifecycle_stage

    type: string

    rules:

      - condition: signed_up_at < 7_days

        value: "onboarding"

      - condition: subscription_status == "trial"

        value: "trial"

      - condition: subscription_status == "active"

        value: "customer"

      - condition: subscription_status == "cancelled"

        value: "churned"

  - name: account_tier

    type: string

    source: company.plan

Messaging Campaigns

Onboarding Series

onboarding_campaign:

  name: "New User Onboarding"

  audience:

    segment: new_signups

  messages:

    - day: 0

      channel: in_app

      content: |

        Welcome to {{company}}! 🎉

        Let me show you around. Click below to take a

        quick 2-minute tour.

      cta: "Start Tour"

    - day: 1

      channel: email

      subject: "Quick tip: {{feature_1}}"

      content: |

        Hi {{first_name}},

        Did you know you can {{feature_1_benefit}}?

        Here's how: {{feature_1_tutorial_link}}

    - day: 3

      channel: in_app

      trigger:

        not_completed: "setup_wizard"

      content: |

        Hey {{first_name}}, I noticed you haven't

        finished setting up. Need any help?

    - day: 7

      channel: email

      subject: "How's it going?"

      content: |

        Hi {{first_name}},

        You've been using {{company}} for a week now.

        Any questions or feedback? Just reply to this email!

Product Tours

product_tours:

  - name: "Welcome Tour"

    trigger:

      event: first_login

    steps:

      - element: "#dashboard"

        title: "Your Dashboard"

        body: "This is where you'll see your key metrics"

        position: bottom

      - element: "#create-button"

        title: "Create New"

        body: "Click here to create your first project"

        position: left

      - element: "#help-menu"

        title: "Need Help?"

        body: "Find docs and contact support here"

        position: bottom

  - name: "Feature Tour: Reports"

    trigger:

      event: page_viewed

      url: "/reports"

      first_time: true

    steps:

      - element: "#date-picker"

        title: "Date Range"

        body: "Select your reporting period"

Support Workflows

Conversation Routing

routing_rules:

  - name: vip_priority

    conditions:

      - company.plan: enterprise

    actions:

      - set_priority: urgent

      - assign_team: enterprise_support

      - send_notification: slack_vip

  - name: billing_issues

    conditions:

      - message_contains: ["billing", "charge", "invoice", "refund"]

    actions:

      - add_tag: billing

      - assign_team: billing_support

  - name: technical_support

    conditions:

      - message_contains: ["error", "bug", "not working", "broken"]

    actions:

      - add_tag: technical

      - assign_team: tech_support

      - create_ticket: jira

Bot Responses

bot_responses:

  - intent: greeting

    patterns: ["hi", "hello", "hey"]

    response: |

      Hi there! 👋 How can I help you today?

  - intent: pricing

    patterns: ["pricing", "cost", "how much", "plans"]

    response: |

      Great question! Here's our pricing:

      • **Starter**: $29/mo

      • **Growth**: $79/mo

      • **Enterprise**: Custom

      Would you like me to connect you with sales?

    buttons:

      - "Yes, talk to sales"

      - "See full comparison"

  - intent: password_reset

    patterns: ["forgot password", "reset password", "can't login"]

    response: |

      No problem! You can reset your password here:

      {{password_reset_link}}

      The link will expire in 24 hours.

    auto_close: true

Analytics & Reporting

Conversation Metrics

SUPPORT METRICS - THIS WEEK

═══════════════════════════════════════

Conversations:

New:          234 (+12%)

Closed:       256 (+8%)

Open:         45

Response Times:

First Reply:  2.3 min (target: 5 min) ✓

Median:       8 min

Resolution:   2.4 hours

CSAT Score:   4.7/5 ⭐ (+0.2)

BY CHANNEL:

Chat      ████████████░░░░ 156

Email     ██████░░░░░░░░░░ 58

In-App    ████░░░░░░░░░░░░ 20

TOP TOPICS:

┌────────────────────┬───────┐

│ Topic              │ Count │

├────────────────────┼───────┤

│ Billing questions  │ 45    │

│ Feature requests   │ 38    │

│ Bug reports        │ 32    │

│ How-to questions   │ 28    │

└────────────────────┴───────┘

Engagement Dashboard

engagement_metrics:

  - name: message_open_rate

    formula: opened / sent * 100

    target: 40%

  - name: click_through_rate

    formula: clicked / opened * 100

    target: 10%

  - name: tour_completion_rate

    formula: completed / started * 100

    target: 60%

  - name: bot_resolution_rate

    formula: resolved_by_bot / total * 100

    target: 30%

Integration Workflows

CRM Sync

crm_integration:

  salesforce:

    sync_fields:

      - intercom: company.name

        salesforce: Account.Name

      - intercom: user.email

        salesforce: Contact.Email

      - intercom: custom.mrr

        salesforce: Account.MRR__c

    events:

      - trigger: conversation_closed

        action: log_activity

        type: "Support Interaction"

      - trigger: user.tag_added

        tag: "sales_qualified"

        action: create_lead

Slack Integration

slack_integration:

  notifications:

    - trigger: new_conversation

      channel: "#support-inbox"

      conditions:

        - priority: urgent

      message: "🚨 Urgent: {{user.name}} needs help"

    - trigger: conversation_assigned

      notify: assignee_dm

      message: "New conversation assigned to you"

  commands:

    /intercom:

      - lookup_user

      - send_message

      - add_tag

API Examples

Create or Update User

// Create/Update User

const user = await intercom.users.create({

  user_id: "12345",

  email: "user@example.com",

  name: "John Doe",

  signed_up_at: Math.floor(Date.now() / 1000),

  custom_attributes: {

    plan: "pro",

    team_size: 10,

    onboarding_complete: true

  }

});

// Send Message

await intercom.messages.create({

  message_type: "inapp",

  body: "Hey! New feature alert 🎉",

  from: {

    type: "admin",

    id: "admin_id"

  },

  to: {

    type: "user",

    user_id: "12345"

  }

});

// Search Conversations

const conversations = await intercom.conversations.search({

  query: {

    field: "state",

    operator: "=",

    value: "open"

  }

});

Best Practices

• Personalize Messages: Use user attributes

• Time Appropriately: Consider user timezone

• Don't Over-Message: Respect frequency limits

• Bot + Human: Know when to escalate

• Track Everything: Measure message effectiveness

• Segment Thoughtfully: Target the right users

• A/B Test: Optimize message content

• Quick Resolution: Minimize response time