composio-community/awesome-gtm-skills/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 ``

1. Pull conversations:

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

1. 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

1. 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)

1. 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.