intercom

name	intercom
description	Enables Claude to manage Intercom customer conversations, help desk tickets, and team inbox operations
version	1.0.0
author	Canifi
category	communication

Intercom Skill

Overview

Automates Intercom customer support operations including managing conversations, responding to tickets, handling the team inbox, and accessing customer data through browser automation.

Quick Install

curl -sSL https://canifi.com/skills/intercom/install.sh | bash

Or manually:

cp -r skills/intercom ~/.canifi/skills/

Setup

Configure via canifi-env:

# First, ensure canifi-env is installed:
# curl -sSL https://canifi.com/install.sh | bash

canifi-env set INTERCOM_EMAIL "[e-mail]"
canifi-env set INTERCOM_PASSWORD "your-password"
canifi-env set INTERCOM_WORKSPACE "your-workspace"

Privacy & Authentication

Your credentials, your choice. Canifi LifeOS respects your privacy.

Option 1: Manual Browser Login (Recommended)

If you prefer not to share credentials with Claude Code:

1. Complete the Browser Automation Setup using CDP mode
2. Login to the service manually in the Playwright-controlled Chrome window
3. Claude will use your authenticated session without ever seeing your password

Option 2: Environment Variables

If you're comfortable sharing credentials, you can store them locally:

canifi-env set SERVICE_EMAIL "your-email"
canifi-env set SERVICE_PASSWORD "your-password"

Note: Credentials stored in canifi-env are only accessible locally on your machine and are never transmitted.

Capabilities

• Respond to customer conversations
• Manage and assign tickets
• Access customer profiles and history
• Use saved replies and macros
• Tag and categorize conversations
• Snooze and close conversations
• Create and manage help articles
• View analytics and reports

Usage Examples

Example 1: Respond to Customer

User: "Reply to the latest Intercom conversation about billing"
Claude: I'll respond to that billing inquiry.
- Navigate to Intercom inbox
- Find latest billing conversation
- Review customer history and context
- Compose helpful response
- Send reply
- Confirm message sent

Example 2: Assign Ticket

User: "Assign the support ticket from John to the technical team"
Claude: I'll assign that ticket.
- Open conversation from John
- Click assign/reassign
- Select technical team
- Add internal note if needed
- Confirm assignment

Example 3: Use Saved Reply

User: "Send the refund policy saved reply to the current customer"
Claude: I'll send that saved reply.
- Open current conversation
- Access saved replies
- Find "refund policy" reply
- Insert and customize if needed
- Send to customer

Example 4: Check Team Performance

User: "Show me today's Intercom response metrics"
Claude: I'll pull today's metrics.
- Navigate to Reports section
- Select today's date range
- Gather response time data
- Compile conversation volume
- Present summary statistics

Authentication Flow

1. Navigate to app.intercom.com via Playwright MCP
2. Enter email and password from canifi-env
3. Select correct workspace if multiple
4. Handle 2FA if enabled (notify user via iMessage)
5. Verify inbox access
6. Maintain session cookies

Error Handling

• Login Failed: Verify workspace access, retry authentication
• Session Expired: Re-authenticate automatically
• 2FA Required: iMessage for verification code
• Workspace Not Found: List available workspaces for selection
• Conversation Not Found: Search by customer email or name
• Permission Denied: Check user role permissions
• Rate Limited: Implement backoff for bulk operations
• Customer Not Found: Search by alternative identifiers

Self-Improvement Instructions

When encountering new Intercom features:

1. Document new inbox UI elements
2. Add support for new conversation types
3. Log successful response patterns
4. Update for new automation features

Notes

• Different plans have different feature access
• Operator bot may handle some conversations automatically
• Custom attributes affect customer data display
• SLA timers may apply to conversations
• Some features require admin access
• Messenger customization affects UI elements
• Product tours and surveys have separate interfaces