intercom-customer-conversations

id	intercom-customer-conversations
name	Intercom Customer Conversations
description	Search contacts and conversations, reply to customers
role	support
requiredTools	[{"type":"mcpService","serviceType":"intercom"}]

Intercom Customer Conversations

When handling customer conversations in Intercom:

• Use intercom_search_contacts (tool name may have a suffix if multiple Intercom servers exist) with shortcut params (email, name, externalId) or a query object to find contacts.
• Use intercom_get_conversation or intercom_search_conversations (contactId, state, createdAfter, updatedAfter) to get conversation context before replying.
• Use intercom_reply_conversation to send replies as an admin; keep tone polite and structured.
• Summarize conversation state (open/closed) and key messages before drafting or sending a reply.
• For search, use shortcut params when possible (email, name, contactId, state); use full query object only when needed.

Step-by-step instructions

1. For "find contact X": call intercom_search_contacts with email or name; use intercom_get_contact for full details if needed.
2. For "conversations for customer Y": use intercom_search_conversations with contactId (or contactIds); get conversation details with intercom_get_conversation.
3. Before replying: read the full thread via intercom_get_conversation; summarize status and last message; draft a polite, structured reply.
4. Call intercom_reply_conversation with the conversation ID and reply body only after the user has confirmed or explicitly asked to send.
5. Do not include sensitive data (passwords, tokens, PII) in replies.

Examples of inputs and outputs

• Input: "What open conversations does [e-mail] have?"
  Output: List of conversation IDs and state from intercom_search_conversations (contactId or email search); optionally one-line summary per conversation.

• Input: "Draft a reply to conversation 12345 saying we've fixed the issue."
  Output: Short summary of the conversation and a draft reply (acknowledge, answer, close); use intercom_reply_conversation only if the user asks to send.

Common edge cases

• No contact found: Say "No contact found for [email/name]" and suggest checking spelling or trying another identifier.
• No conversations: Report "No conversations found" for that contact and suggest state or date filters.
• User wants to send: Only call intercom_reply_conversation when the user explicitly confirms; otherwise return the draft only.
• Query format: Use shortcut params (email, name, contactId, state, createdAfter, updatedAfter) for search; avoid invalid fields like contact_id or q.
• API/OAuth error: Report the error and suggest reconnecting or retrying.

Tool usage for specific purposes

• intercom_search_contacts: Use for "find contact by email/name"; use email, name, or externalId shortcuts.
• intercom_get_contact: Use for full contact details after search.
• intercom_search_conversations: Use for "conversations for customer" or by state/date; use contactId, state, createdAfter, updatedAfter.
• intercom_get_conversation: Use to read full thread before drafting a reply.
• intercom_reply_conversation: Use to send the reply only after user confirmation; keep tone polite and structured.