intercom-automation

by davepoon

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SKILL.md About

---
name: intercom-automation
description: "Automate Intercom tasks via Rube MCP (Composio): conversations, contacts, companies, segments, admins. Always search tools first for current schemas."
requires:
  mcp: [rube]
category: customer-support
---

# Intercom Automation via Rube MCP

Automate Intercom operations through Composio's Intercom toolkit via Rube MCP.

**Toolkit docs**: [composio.dev/toolkits/intercom](https://composio.dev/toolkits/intercom)

## Prerequisites

- Rube MCP must be connected (RUBE_SEARCH_TOOLS available)
- Active Intercom connection via `RUBE_MANAGE_CONNECTIONS` with toolkit `intercom`
- Always call `RUBE_SEARCH_TOOLS` first to get current tool schemas

## Setup

**Get Rube MCP**: Add `https://rube.app/mcp` as an MCP server in your client configuration. No API keys needed — just add the endpoint and it works.

1. Verify Rube MCP is available by confirming `RUBE_SEARCH_TOOLS` responds
2. Call `RUBE_MANAGE_CONNECTIONS` with toolkit `intercom`
3. If connection is not ACTIVE, follow the returned auth link to complete Intercom OAuth
4. Confirm connection status shows ACTIVE before running any workflows

## 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**:
```json
{
  "field": "email",
  "operator": "=",
  "value": "user@example.com"
}
```

**Multiple filters (AND)**:
```json
{
  "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

| Task | Tool Slug | Key Params |
|------|-----------|------------|
| List conversations | INTERCOM_LIST_CONVERSATIONS | (pagination) |
| Search conversations | INTERCOM_SEARCH_CONVERSATIONS | query |
| Get conversation | INTERCOM_GET_CONVERSATION | id |
| Create conversation | INTERCOM_CREATE_CONVERSATION | from, body |
| Reply to conversation | INTERCOM_REPLY_TO_CONVERSATION | conversation_id, body, admin_id |
| Assign conversation | INTERCOM_ASSIGN_CONVERSATION | conversation_id, admin_id, assignee_id |
| Close conversation | INTERCOM_CLOSE_CONVERSATION | id, admin_id |
| Reopen conversation | INTERCOM_REOPEN_CONVERSATION | id, admin_id |
| Search contacts | INTERCOM_SEARCH_CONTACTS | query |
| Get contact | INTERCOM_GET_A_CONTACT | contact_id |
| Contact by external ID | INTERCOM_SHOW_CONTACT_BY_EXTERNAL_ID | external_id |
| List contacts | INTERCOM_LIST_CONTACTS | (pagination) |
| Contact tags | INTERCOM_LIST_TAGS_ATTACHED_TO_A_CONTACT | contact_id |
| Contact segments | INTERCOM_LIST_ATTACHED_SEGMENTS_FOR_CONTACT | contact_id |
| Detach contact | INTERCOM_DETACH_A_CONTACT | contact_id, company_id |
| List admins | INTERCOM_LIST_ALL_ADMINS | (none) |
| Identify admin | INTERCOM_IDENTIFY_AN_ADMIN | admin_id |
| List segments | INTERCOM_LIST_SEGMENTS | (none) |
| Company segments | INTERCOM_LIST_ATTACHED_SEGMENTS_FOR_COMPANIES | company_id |
| Get counts | INTERCOM_GET_COUNTS | type, count |
| List companies | INTERCOM_LIST_ALL_COMPANIES | page, per_page |