intercom-observability

name	intercom-observability
description	Use when you need production monitoring for an Intercom integration — instrumenting API calls with metrics and traces, standing up dashboards, or wiring alerts for error rate, latency, and rate-limit health. Set up observability for Intercom integrations with Prometheus metrics, OpenTelemetry traces, structured logging, and alert rules. Trigger with phrases like "intercom monitoring", "intercom metrics", "intercom observability", "monitor intercom", "intercom alerts", "intercom tracing".
allowed-tools	Read, Write, Edit
version	1.6.0
license	MIT
author	Jeremy Longshore <[e-mail]>
tags	["saas","support","messaging","intercom"]
compatibility	Designed for Claude Code

Intercom Observability

Overview

Comprehensive observability for Intercom integrations covering Prometheus metrics, OpenTelemetry traces, structured logging, and alert rules for error rates, latency, and rate-limit usage. Read this page for the workflow and shape of each layer, then drill into references/implementation.md for the full, copy-pasteable code and references/examples.md for end-to-end worked scenarios.

Prerequisites

• Prometheus or compatible metrics backend
• OpenTelemetry SDK (optional, for tracing)
• Pino or similar structured logger
• Grafana or alerting system

Instructions

Build the six observability layers in order. Each step below is the summary and the essential skeleton — the complete implementation for every step lives in references/implementation.md.

Step 1: Prometheus metrics

Define five instruments on a shared Registry: a request counter, a duration histogram, an error counter, a rate-limit gauge, and a webhook counter. Label by endpoint/method/status (never by unbounded IDs — see Error Handling).

import { Registry, Counter, Histogram, Gauge } from "prom-client";
const registry = new Registry();
const intercomRequests = new Counter({
  name: "intercom_api_requests_total",
  help: "Total Intercom API requests",
  labelNames: ["endpoint", "method", "status"] as const,
  registers: [registry],
});
// + duration Histogram, error Counter, rate-limit Gauge, webhook Counter