How to use Intercom in Incredible

What is Intercom?

Intercom is a customer communication platform that helps businesses engage, support, and convert users through chat, bots, and integrated messaging tools. When integrated with Incredible, it becomes a powerful automation engine that can handle your customer support, messaging, and relationship management tasks automatically.

Getting Started with Intercom in Incredible

Once you've connected your Intercom account to Incredible, you can start creating agents that interact with your customer support data. The integration gives you access to all your conversations, customer profiles, articles, and support metrics directly through natural language commands.

To begin using Intercom, simply create a new agent and select Intercom from the available integrations. You'll be able to access all your customer messaging data and perform actions like responding to conversations, creating help articles, updating customer profiles, and analyzing support metrics.

Authenticating your Account

To connect your Intercom account to VISS.AI you can first click on the account icons next to the apps and connect your account by clicking on the "connect" option.

You will be redirected to Intercom's permissions page to confirm access to your account.

Once you confirm, you'll be redirected to Incredible and you can start using Intercom in Incredible through simply describing your task in the prompt box.

Basic Operations You Can Perform

With the Intercom integration, your agents can handle a comprehensive range of customer support and messaging tasks:

Conversation Management: Your agents can search and list conversations, reply to customer messages, update and manage conversation details, and retrieve specific conversations by ID or criteria.

Ticket Operations: Convert conversations into tickets with specific categories, update ticket status and assignments, retrieve ticket information, list all ticket states, and create custom ticket types for better organization.

Contact and Company Management: List all contacts and companies in your system, add tags to contacts for better segmentation, and manage customer relationships.

Note and Tag System: Create internal notes for conversations and tickets, list all notes, create new tags, and add tags to conversations, tickets, or contacts for improved organization and filtering.

Team Management: List all teams in your workspace, retrieve specific team information, and identify admin users for proper access control.

Simple Prompting Examples

When working with Intercom through Incredible, use clear and specific prompts. Here are some examples based on the available features:

Conversation Management:

• "Reply to the latest open conversation from user ID 12345 with a follow-up message"

• "List all conversations tagged 'priority' and created in the last 7 days"

• "Search for conversations containing the keyword 'billing issue'"

Ticket Operations:

• "Convert the current support chat into a ticket with category 'Bug Report'"

• "Update ticket #9876 to status 'In Progress' and assign it to the Support Team"

• "List all tickets in 'Open' status from the last 48 hours"

Organization and Tagging:

• "Create a new tag called 'urgent-follow-up' for high-priority cases"

• "Add tag 'billing-question' to conversation #54321"

• "List all contacts tagged with 'vip-customer'"

Team and Admin Tasks:

• "List all teams in the workspace"

• "Retrieve team information for the Support Team"

• "Identify all admin users in the system"

Building Your First Intercom Agent

Start by creating an agent focused on a specific customer support task. For instance, you might build a "Priority Queue Manager" agent that monitors high-priority conversations and ensures timely responses. Give your agent a clear purpose like "List all conversations tagged 'priority' created in the last 4 hours and check if any haven't received a response."

Your agent can combine multiple Intercom actions in a single workflow. It might search for specific conversations, convert them to tickets when needed, add appropriate tags for organization, and create internal notes with context. For example, an agent could monitor for billing-related conversations, automatically convert them to tickets with the "Billing" category, and tag them appropriately.

Here's an example workflow: "Search for conversations containing 'refund request', convert each to a ticket with category 'Billing', add tag 'refund-pending', and create an internal note with the customer's request details."

Getting Customer Support Insights

One of the most powerful uses of Intercom in incredible is organizing and analyzing your customer support data. Create an agent that regularly reviews your conversation and ticket data to provide actionable insights. Your agent can identify patterns in customer inquiries, track ticket types, and help organize your support workflow.

For example, an agent could list all conversations from the past week, identify common tags, and help you understand which types of issues are most frequent. Another agent might retrieve all tickets in different states to help you understand your support pipeline and identify bottlenecks.

You can also create agents that help maintain data quality by ensuring conversations are properly tagged, tickets are categorized correctly, and important customer interactions have appropriate notes attached.

Best Practices for Intercom Automation

Keep your Intercom agents focused on specific tasks rather than trying to handle everything at once. A specialized agent that manages ticket routing will be more reliable and easier to maintain than a general-purpose agent that tries to handle all support functions.

Make sure your prompts are specific about what customer data you want and how you want responses formatted. This helps your agent understand exactly what tone and content style you're looking for and reduces the chance of inappropriate customer communications.

Test your agents with internal conversations or test accounts first before letting them interact with real customers. This lets you refine your prompts and ensure your agent behaves appropriately before handling actual customer support situations.

Troubleshooting Common Issues

If your agent isn't finding the conversations or tickets you expect, check that your search criteria match exactly what's in your Intercom workspace. Tags, ticket states, and team names are case-sensitive, so ensure your prompts match the exact formatting used in Intercom.

When converting conversations to tickets, make sure you're specifying valid ticket categories that exist in your workspace. If an agent fails to create a ticket, check that the category name matches exactly what's configured in your Intercom settings.

For team-related operations, verify that team names in your prompts match the actual team names in your workspace. You can use the "List all teams" feature to see the exact names available.

When adding tags to conversations, tickets, or contacts, ensure the tag names are properly formatted. You can create new tags using the "Create a tag" feature if needed, or list existing tags to see what's available.

Remember that some actions may require specific permissions in your Intercom account. If an agent can't perform certain tasks like managing teams or accessing admin functions, check that your Intercom integration has the necessary access rights.

Next Steps

Once you're comfortable with basic Intercom operations, explore combining it with other incredible integrations. You might connect your support data with CRM tools to automatically update customer records, or integrate with email platforms to send follow-up surveys after support interactions.

Consider creating agents that work together in a workflow. One agent might identify customers with urgent issues in your support queue, while another automatically escalates those conversations to senior support staff. This kind of multi-agent automation can transform your customer service process and improve response times significantly.