| name | intercom-support-triage |
| description | 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". |
| allowed-tools | ["Bash","Read","Write","AskUserQuestion"] |
Intercom Support Triage
Classify and route Intercom conversations via Composio.
Workflow
- Scope the run. Open conversations only? Last 24h? Specific inbox?
- Link Intercom:
composio link intercom
- Pull conversations:
composio search "list intercom conversations" --toolkits intercom
composio execute INTERCOM_LIST_CONVERSATIONS -d '{ "per_page": 50 }'
- 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
- 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)
- Summarize the queue at the end: X triaged, Y flagged, Z drafted.
Churn-risk signals
- "considering switching to "
- "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.