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 "[email protected]"
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