Intercom

Your assistant can search conversations with the same filters you would set by hand, then open each one and read the full transcript rather than the preview line. Ask it for themes and it gives you themes, with the conversations that back each one. Nothing is replied to, assigned, or closed.

What you end up with. A written rundown of the recurring subjects in your inbox for a date range you choose, each one pointing back at the conversations it came from.

Start with it bringing you the information and you deciding.

Never without. Tell it to walk every page of conversation_parts. Intercom paginates the message parts inside a single conversation, so a transcript read from the first page alone can stop before the part where the customer says what they actually wanted.

Built on: Search conversations / List conversations / Get conversation

Search conversations accepts a query string, so the assistant can pull open conversations by state, assignee, team, and how long they have been sitting. It can then read each one to work out whether the last word was ours or theirs, which is the part the inbox view does not tell you.

What you end up with. A list of the conversations where the customer is waiting, ordered by how long they have been waiting, with the team each one currently sits with.

Start with it bringing you the information and you deciding.

Never without. Have it state the timezone and the cutoff it used. Intercom timestamps are Unix seconds, and an ageing report is only meaningful once you know what it counted as the start of the clock.

Built on: Search conversations / Get conversation / List all teams / Retrieve a team

Before you reply, the assistant can look the person up by email, name, or your own system's ID, pull their attributes and segments, and read back the earlier conversations they opened. You get the history in the answer instead of opening five tabs to assemble it.

What you end up with. A short profile of the customer with their segments and the substance of their previous conversations, ready to read before you answer the current one.

Start with it bringing you the information and you deciding.

Never without. Ask it to reconcile duplicates before it summarizes. One person can hold several contact records and several emails in Intercom, so a history built from one record can miss half of what they told you.

Built on: Search contacts / Show contact by external ID / List all segments / Retrieve a segment / Search conversations

The assistant can read the thread, check your saved macros so the wording matches what your team already sends, and write the reply. You read it, then it posts. It can also post as a note visible only to admins when the right move is to brief a colleague rather than answer the customer.

What you end up with. A reply written from the actual thread and your existing macro language, sitting in front of you before anything reaches the customer.

Start with it doing the work and checking with you.

Never without. Read the draft yourself and confirm whether it is going out as a reply or as an internal note. A reply reaches the customer the moment it is sent and there is no recall.

Built on: Get conversation / List all macros / Reply to conversation

It can read the incoming conversation, match it against your team list and their assignment settings, and assign it. Because it reads the whole message rather than matching a keyword, it handles the ones where the subject line says billing and the body is about a broken integration.

What you end up with. Conversations sitting with the team that can answer them, each assignment traceable to what the customer actually wrote.

Start with it doing the work and checking with you.

Never without. Run it one conversation at a time until the routing looks right. Assignment changes live inbox state, and the Intercom action itself warns against bulk assignment before intent is confirmed.

Built on: Search conversations / List all teams / Get conversation / Assign conversation

When a conversation turns into work that outlives the chat, the assistant can create a ticket of the right type with the customer attached, fill the attributes from what was said, and keep the ticket updated as the thread continues. It can search existing tickets first so you do not end up with two for the same problem.

What you end up with. A ticket carrying the customer, the ticket type, and the details from the conversation, linked to the person who reported it.

Start with it doing the work and checking with you.

Never without. Check the ticket type before it creates. Ticket attributes are defined per type in Intercom, and a ticket filed under the wrong type loses the fields your team sorts and reports on.

Built on: Get conversation / Search tickets / Create ticket / Get ticket / Update ticket / Reply to ticket

The assistant can find conversations that have been resolved in substance but left open, send the closing reply, then close them. Intercom's own action description calls closing irreversible without a separate reopen, and asks for explicit confirmation, so this is a per-batch approval rather than something you set and forget.

What you end up with. An inbox where open means open, with a closing message sent on each conversation before it was closed.

Start with it doing the work and checking with you.

Never without. Approve the exact list of conversation IDs before anything closes, and require the reply to be sent first. Intercom marks closing as irreversible except through a separate reopen, and it warns that replying and closing the same conversation in parallel conflicts.

Built on: Search conversations / Get conversation / Reply to conversation / Close conversation / Reopen conversation

Archiving a contact removes them from your active workspace, and blocking goes further by also archiving their conversations. Both are available to the assistant, and unarchive exists as the way back for archive but not for block. Treat this as a task you approve name by name rather than a rule you hand over.

What you end up with. The specific contact archived or blocked, with the reason and the record ID written down before it happened.

Start with it doing the work and checking with you.

Never without. Confirm the exact contact ID yourself, and never let a block run on a name match. Blocking also archives that person's conversations, and Intercom offers unarchive as a reversal for archiving without offering the same for a block.

Built on: Search contacts / Archive contact / Unarchive contact / Block contact