intercom-core-workflow-b

by jeremylongshore

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SKILL.md About

---
name: intercom-core-workflow-b
description: 'Manage Intercom conversations: create, reply, close, snooze, assign,
  and tag.

Use when building conversation management features, automating replies,

or implementing support workflow automation.

Trigger with phrases like "intercom conversations", "intercom reply",

"intercom assign conversation", "intercom close conversation",

"intercom snooze", "manage intercom conversations".

'
allowed-tools: Read, Write, Edit, Bash(npm:*), Grep
version: 1.0.0
license: MIT
author: Jeremy Longshore <jeremy@intentsolutions.io>
tags:
- saas
- support
- messaging
- intercom
compatibility: Designed for Claude Code
---
# Intercom Conversations & Messaging

## Overview

Manage the full conversation lifecycle: create, reply (as admin or contact), assign to teams, close, snooze, and tag. Conversations contain threaded "parts" including messages, notes, and assignments.

## Prerequisites

- Completed `intercom-install-auth` setup
- Admin ID (from `client.admins.list()`)
- Contact IDs for conversation participants

## Instructions

### Step 1: Create a Conversation

Conversations are created when a contact sends a message.

```typescript
import { IntercomClient } from "intercom-client";

const client = new IntercomClient({
  token: process.env.INTERCOM_ACCESS_TOKEN!,
});

// Create conversation from a contact
const conversation = await client.conversations.create({
  from: {
    type: "user",
    id: "6657add46abd0167d9419c3a", // Contact ID
  },
  body: "Hi, I'm having trouble with my billing. Can you help?",
});

console.log(`Conversation ID: ${conversation.conversationId}`);
```

### Step 2: Reply to a Conversation

```typescript
// Admin reply (visible to customer)
await client.conversations.reply({
  conversationId: conversation.conversationId,
  body: "Hi there! I'd be happy to help with billing. What's the issue?",
  type: "admin",
  adminId: "12345", // Your admin ID
});

// Admin note (internal, not visible to customer)
await client.conversations.reply({
  conversationId: conversation.conversationId,
  body: "Customer is on Enterprise plan, checking billing system...",
  type: "note",
  adminId: "12345",
});

// Contact reply
await client.conversations.reply({
  conversationId: conversation.conversationId,
  body: "I was charged twice for this month.",
  type: "user",
  intercomUserId: "6657add46abd0167d9419c3a",
});
```

### Step 3: Assign a Conversation

```typescript
// Assign to a specific admin
await client.conversations.assign({
  conversationId: conversation.conversationId,
  type: "admin",
  adminId: "12345",
  assigneeId: "67890", // Target admin ID
  body: "Assigning to billing specialist",
});

// Assign to a team
await client.conversations.assign({
  conversationId: conversation.conversationId,
  type: "team",
  adminId: "12345",
  assigneeId: "team-billing-123",
  body: "Routing to billing team",
});

// Auto-assign using assignment rules
// POST /conversations/{id}/run_assignment_rules
await fetch(`https://api.intercom.io/conversations/${conversation.conversationId}/run_assignment_rules`, {
  method: "POST",
  headers: {
    Authorization: `Bearer ${process.env.INTERCOM_ACCESS_TOKEN}`,
    "Content-Type": "application/json",
  },
});
```

### Step 4: Close and Snooze Conversations

```typescript
// Close a conversation (with optional closing message)
await client.conversations.close({
  conversationId: conversation.conversationId,
  adminId: "12345",
  body: "Issue resolved! Let us know if you need anything else.",
});

// Snooze until a specific time
await client.conversations.snooze({
  conversationId: conversation.conversationId,
  adminId: "12345",
  snoozedUntil: Math.floor(Date.now() / 1000) + 86400, // 24 hours from now
});

// Reopen a closed conversation
await client.conversations.open({
  conversationId: conversation.conversationId,
  adminId: "12345",
});
```

### Step 5: Tag Conversations

```typescript
// Tag a conversation
await client.conversations.attachTag({
  conversationId: conversation.conversationId,
  tagId: "tag-billing-issue",
  adminId: "12345",
});

// Remove a tag
await client.conversations.detachTag({
  conversationId: conversation.conversationId,
  tagId: "tag-billing-issue",
  adminId: "12345",
});
```

### Step 6: Retrieve Conversation with Parts

```typescript
const full = await client.conversations.find({
  conversationId: conversation.conversationId,
});

console.log(`State: ${full.state}`);  // "open", "closed", "snoozed"
console.log(`Assignee: ${full.adminAssigneeId}`);
console.log(`Parts: ${full.conversationParts.totalCount}`);

// Iterate conversation parts (messages, notes, assignments)
for (const part of full.conversationParts.conversationParts) {
  console.log(`  [${part.partType}] ${part.author.type}: ${part.body?.substring(0, 50)}`);
}

// Conversation parts include:
// - comment (admin/user messages)
// - note (internal notes)
// - assignment (team/admin assignments)
// - close/open (state changes)
```

### Step 7: List and Filter Conversations

```typescript
// List all conversations
const conversations = await client.conversations.list();

// Search conversations
const searched = await client.conversations.search({
  query: {
    operator: "AND",
    value: [
      { field: "state", operator: "=", value: "open" },
      { field: "admin_assignee_id", operator: "=", value: "12345" },
    ],
  },
  pagination: { per_page: 20 },
  sort: { field: "updated_at", order: "descending" },
});
```

## Conversation States

| State | Description | Transitions |
|-------|-------------|-------------|
| `open` | Active, awaiting action | close, snooze |
| `closed` | Resolved | open |
| `snoozed` | Deferred until timestamp | open (auto or manual) |

## Conversation Part Types

| Part Type | Description | Who Creates |
|-----------|-------------|------------|
| `comment` | Visible message | Admin or contact |
| `note` | Internal-only note | Admin |
| `assignment` | Reassignment record | System or admin |
| `close` | Conversation closed | Admin |
| `open` | Conversation reopened | Admin or contact |

## Error Handling

| Error | HTTP Code | Cause | Solution |
|-------|-----------|-------|----------|
| `not_found` | 404 | Invalid conversation or admin ID | Verify IDs exist |
| `conversation_not_found` | 404 | Conversation deleted | Handle gracefully |
| `admin_not_found` | 404 | Admin ID invalid | Use `client.admins.list()` |
| `parameter_invalid` | 422 | Missing body or type | Include required fields |
| `conversation_closed` | 400 | Action on closed conversation | Reopen first |

## Resources

- [Conversations API](https://developers.intercom.com/docs/references/rest-api/api.intercom.io/conversations)
- [Reply to Conversation](https://developers.intercom.com/docs/references/2.2/rest-api/conversations/reply-to-a-conversation)
- [Manage Conversation](https://developers.intercom.com/docs/references/rest-api/api.intercom.io/conversations/manageconversation)

## Next Steps

For common errors and debugging, see `intercom-common-errors`.