Intercom Automation

Core Workflows

1. Manage Conversations

When to use: User wants to create, list, search, or manage support conversations

Tool sequence:

1. INTERCOM_LIST_ALL_ADMINS - Get admin IDs for assignment [Prerequisite]
2. INTERCOM_LIST_CONVERSATIONS - List all conversations [Optional]
3. INTERCOM_SEARCH_CONVERSATIONS - Search with filters [Optional]
4. INTERCOM_GET_CONVERSATION - Get conversation details [Optional]
5. INTERCOM_CREATE_CONVERSATION - Create a new conversation [Optional]

Key parameters:

• from: Object with type ('user'/'lead') and id for conversation creator
• body: Message body (HTML supported)
• id: Conversation ID for retrieval
• query: Search query object with field, operator, value

Pitfalls:

• CREATE_CONVERSATION requires a contact (user/lead) as the from field, not an admin
• Conversation bodies support HTML; plain text is auto-wrapped in <p> tags
• Search query uses structured filter objects, not free-text search
• Conversation IDs are numeric strings

2. Reply and Manage Conversation State

When to use: User wants to reply to, close, reopen, or assign conversations

Tool sequence:

1. INTERCOM_GET_CONVERSATION - Get current state [Prerequisite]
2. INTERCOM_REPLY_TO_CONVERSATION - Add a reply [Optional]
3. INTERCOM_ASSIGN_CONVERSATION - Assign to admin/team [Optional]
4. INTERCOM_CLOSE_CONVERSATION - Close conversation [Optional]
5. INTERCOM_REOPEN_CONVERSATION - Reopen closed conversation [Optional]

Key parameters:

• conversation_id / id: Conversation ID
• body: Reply message body (HTML supported)
• type: Reply type ('admin' or 'user')
• admin_id: Admin ID for replies from admin, assignment, and close/reopen
• assignee_id: Admin or team ID for assignment
• message_type: 'comment' (default) or 'note' (internal)

Pitfalls:

• admin_id is REQUIRED for admin replies, close, reopen, and assignment operations
• Always fetch admin IDs first with LIST_ALL_ADMINS or IDENTIFY_AN_ADMIN
• Duplicate sends can occur on retry; implement idempotency checks
• Internal notes use message_type: 'note'; visible only to workspace members
• Closing requires an admin_id and optional body message

3. Manage Contacts

When to use: User wants to search, view, or manage contacts (users and leads)

Tool sequence:

1. INTERCOM_SEARCH_CONTACTS - Search contacts with filters [Required]
2. INTERCOM_GET_A_CONTACT - Get specific contact [Optional]
3. INTERCOM_SHOW_CONTACT_BY_EXTERNAL_ID - Look up by external ID [Optional]
4. INTERCOM_LIST_CONTACTS - List all contacts [Optional]
5. INTERCOM_LIST_TAGS_ATTACHED_TO_A_CONTACT - Get contact tags [Optional]
6. INTERCOM_LIST_ATTACHED_SEGMENTS_FOR_CONTACT - Get contact segments [Optional]
7. INTERCOM_DETACH_A_CONTACT - Remove contact from company [Optional]

Key parameters:

• contact_id: Contact ID for retrieval
• external_id: External system ID for lookup
• query: Search filter object with field, operator, value
• pagination: Object with per_page and starting_after cursor

Pitfalls:

• SEARCH_CONTACTS uses structured query filters, not free-text; format: {field, operator, value}
• Supported operators: =, !=, >, <, ~ (contains), !~ (not contains), IN, NIN
• Contact types are 'user' (identified) or 'lead' (anonymous)
• LIST_CONTACTS returns paginated results; use starting_after cursor for pagination
• External IDs are case-sensitive

4. Manage Admins and Teams

When to use: User wants to list workspace admins or identify specific admins

Tool sequence:

1. INTERCOM_LIST_ALL_ADMINS - List all admins and teams [Required]
2. INTERCOM_IDENTIFY_AN_ADMIN - Get specific admin details [Optional]

Key parameters:

• admin_id: Admin ID for identification

Pitfalls:

• LIST_ALL_ADMINS returns both admins and teams
• Admin IDs are required for conversation replies, assignment, close, and reopen
• Teams appear in the admins list with type: 'team'

5. View Segments and Counts

When to use: User wants to view segments or get aggregate counts

Tool sequence:

1. INTERCOM_LIST_SEGMENTS - List all segments [Optional]
2. INTERCOM_LIST_ATTACHED_SEGMENTS_FOR_CONTACT - Segments for a contact [Optional]
3. INTERCOM_LIST_ATTACHED_SEGMENTS_FOR_COMPANIES - Segments for a company [Optional]
4. INTERCOM_GET_COUNTS - Get aggregate counts [Optional]

Key parameters:

• contact_id: Contact ID for segment lookup
• company_id: Company ID for segment lookup
• type: Count type ('conversation', 'company', 'user', 'tag', 'segment')
• count: Sub-count type

Pitfalls:

• GET_COUNTS returns approximate counts, not exact numbers
• Segment membership is computed; changes may not reflect immediately

6. Manage Companies

When to use: User wants to list companies or manage company-contact relationships

Tool sequence:

1. INTERCOM_LIST_ALL_COMPANIES - List all companies [Required]
2. INTERCOM_LIST_ATTACHED_SEGMENTS_FOR_COMPANIES - Get company segments [Optional]
3. INTERCOM_DETACH_A_CONTACT - Remove contact from company [Optional]

Key parameters:

• company_id: Company ID
• contact_id: Contact ID for detachment
• page: Page number for pagination
• per_page: Results per page

Pitfalls:

• Company-contact relationships are managed through contact endpoints
• DETACH_A_CONTACT removes the contact-company association, not the contact itself

Common Patterns

Search Query Filters

Single filter:

{
  "field": "email",
  "operator": "=",
  "value": "[email protected]"
}

Multiple filters (AND):

{
  "operator": "AND",
  "value": [
    {"field": "role", "operator": "=", "value": "user"},
    {"field": "created_at", "operator": ">", "value": 1672531200}
  ]
}

Supported fields for contacts: email, name, role, created_at, updated_at, signed_up_at, last_seen_at, external_id

Supported fields for conversations: created_at, updated_at, source.type, state, open, read

Pagination

• Most list endpoints use cursor-based pagination
• Check response for pages.next with starting_after cursor
• Pass cursor in pagination.starting_after for next page
• Continue until pages.next is null

Admin ID Resolution

1. Call INTERCOM_LIST_ALL_ADMINS to get all admins
2. Find the desired admin by name or email
3. Use admin.id for replies, assignments, and state changes

Known Pitfalls

Admin ID Requirement:

• Admin ID is required for: reply (as admin), assign, close, reopen
• Always resolve admin IDs first with LIST_ALL_ADMINS

HTML Content:

• Conversation bodies are HTML
• Plain text is auto-wrapped in paragraph tags
• Sanitize HTML input to prevent rendering issues

Idempotency:

• Replies and conversation creation are not idempotent
• Duplicate sends can occur on retry or timeout
• Track message IDs to prevent duplicates

Rate Limits:

• Default: ~1000 requests per minute (varies by plan)
• 429 responses include rate limit headers
• Implement exponential backoff for retries

Quick Reference

When to Use

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