intercom automation

仓库: claude-office-skills/skills
安装量: 157
排名: #5514

安装

npx skills add https://github.com/claude-office-skills/skills --skill 'Intercom Automation'
Intercom Automation
Comprehensive skill for automating Intercom customer communication and support workflows.
Core Workflows
1. Conversation Flow
CUSTOMER CONVERSATION FLOW:
┌─────────────────┐
│ User Message │
│ (Inbound) │
└────────┬────────┘
▼
┌─────────────────┐
│ Bot Triage │
│ - Intent │
│ - Route │
└────────┬────────┘
│
┌────┴────┐
▼ ▼
┌───────┐ ┌───────┐
│ Bot │ │ Human │
│ Reply │ │ Agent │
└───┬───┘ └───┬───┘
│ │
└────┬────┘
▼
┌─────────────────┐
│ Resolution │
│ - Close │
│ - Follow-up │
└─────────────────┘
2. Automation Rules
automations
:
-
name
:
welcome_new_users
trigger
:
event
:
user.created
conditions
:
-
signed_up_at
:
within_last_hour
action
:
send_message
:
type
:
chat
delay
:
5_minutes
message
:
|
Hey {{first_name}}! 👋
Welcome to
{
{
company_name
}
}
!
I'm here to help you
get started. What brings you here today
?
buttons
:
-
"Explore features"
-
"I have a question"
-
"Just looking around"
-
name
:
trial_expiring
trigger
:
event
:
user.attribute_changed
attribute
:
trial_days_remaining
value
:
3
action
:
send_message
:
type
:
email
template
:
trial_expiring
-
name
:
feature_announcement
trigger
:
segment
:
power_users
event
:
feature_released
action
:
send_message
:
type
:
in_app
message
:
"🎉 New Feature: {{feature_name}}"
User Segmentation
Segment Definitions
segments
:
-
name
:
trial_users
filter
:
subscription_status
:
trial
-
name
:
power_users
filter
:
sessions_count
:
"> 50"
last_seen
:
"< 7 days"
features_used
:
"> 5"
-
name
:
at_risk_users
filter
:
subscription_status
:
active
last_seen
:
"> 30 days"
-
name
:
enterprise_prospects
filter
:
company_size
:
"> 100"
plan
:
free
-
name
:
feature_requesters
filter
:
tag
:
feature_request
conversations_count
:
"> 0"
Dynamic Attributes
custom_attributes
:
-
name
:
health_score
type
:
number
compute
:
|
(sessions_last_30_days * 2) +
(features_used * 3) +
(team_members_active * 5)
-
name
:
lifecycle_stage
type
:
string
rules
:
-
condition
:
signed_up_at < 7_days
value
:
"onboarding"
-
condition
:
subscription_status == "trial"
value
:
"trial"
-
condition
:
subscription_status == "active"
value
:
"customer"
-
condition
:
subscription_status == "cancelled"
value
:
"churned"
-
name
:
account_tier
type
:
string
source
:
company.plan
Messaging Campaigns
Onboarding Series
onboarding_campaign
:
name
:
"New User Onboarding"
audience
:
segment
:
new_signups
messages
:
-
day
:
0
channel
:
in_app
content
:
|
Welcome to {{company}}! 🎉
Let me show you around. Click below to take a
quick 2
-
minute tour.
cta
:
"Start Tour"
-
day
:
1
channel
:
email
subject
:
"Quick tip: {{feature_1}}"
content
:
|
Hi {{first_name}},
Did you know you can
{
{
feature_1_benefit
}
}
?
Here's how
:
{
{
feature_1_tutorial_link
}
}
-
day
:
3
channel
:
in_app
trigger
:
not_completed
:
"setup_wizard"
content
:
|
Hey {{first_name}}, I noticed you haven't
finished setting up. Need any help?
-
day
:
7
channel
:
email
subject
:
"How's it going?"
content
:
|
Hi {{first_name}},
You've been using
{
{
company
}
}
for a week now.
Any questions or feedback
?
Just reply to this email
!
Product Tours
product_tours
:
-
name
:
"Welcome Tour"
trigger
:
event
:
first_login
steps
:
-
element
:
"#dashboard"
title
:
"Your Dashboard"
body
:
"This is where you'll see your key metrics"
position
:
bottom
-
element
:
"#create-button"
title
:
"Create New"
body
:
"Click here to create your first project"
position
:
left
-
element
:
"#help-menu"
title
:
"Need Help?"
body
:
"Find docs and contact support here"
position
:
bottom
-
name
:
"Feature Tour: Reports"
trigger
:
event
:
page_viewed
url
:
"/reports"
first_time
:
true
steps
:
-
element
:
"#date-picker"
title
:
"Date Range"
body
:
"Select your reporting period"
Support Workflows
Conversation Routing
routing_rules
:
-
name
:
vip_priority
conditions
:
-
company.plan
:
enterprise
actions
:
-
set_priority
:
urgent
-
assign_team
:
enterprise_support
-
send_notification
:
slack_vip
-
name
:
billing_issues
conditions
:
-
message_contains
:
[
"billing"
,
"charge"
,
"invoice"
,
"refund"
]
actions
:
-
add_tag
:
billing
-
assign_team
:
billing_support
-
name
:
technical_support
conditions
:
-
message_contains
:
[
"error"
,
"bug"
,
"not working"
,
"broken"
]
actions
:
-
add_tag
:
technical
-
assign_team
:
tech_support
-
create_ticket
:
jira
Bot Responses
bot_responses
:
-
intent
:
greeting
patterns
:
[
"hi"
,
"hello"
,
"hey"
]
response
:
|
Hi there! 👋 How can I help you today?
-
intent
:
pricing
patterns
:
[
"pricing"
,
"cost"
,
"how much"
,
"plans"
]
response
:
|
Great question! Here's our pricing:
• Starter
:
$29/mo
• Growth
:
$79/mo
• Enterprise
:
Custom
Would you like me to connect you with sales
?
buttons
:
-
"Yes, talk to sales"
-
"See full comparison"
-
intent
:
password_reset
patterns
:
[
"forgot password"
,
"reset password"
,
"can't login"
]
response
:
|
No problem! You can reset your password here:
{{password_reset_link}}
The link will expire in 24 hours.
auto_close
:
true
Analytics & Reporting
Conversation Metrics
SUPPORT METRICS - THIS WEEK
═══════════════════════════════════════
Conversations:
New: 234 (+12%)
Closed: 256 (+8%)
Open: 45
Response Times:
First Reply: 2.3 min (target: 5 min) ✓
Median: 8 min
Resolution: 2.4 hours
CSAT Score: 4.7/5 ⭐ (+0.2)
BY CHANNEL:
Chat ████████████░░░░ 156
Email ██████░░░░░░░░░░ 58
In-App ████░░░░░░░░░░░░ 20
TOP TOPICS:
┌────────────────────┬───────┐
│ Topic │ Count │
├────────────────────┼───────┤
│ Billing questions │ 45 │
│ Feature requests │ 38 │
│ Bug reports │ 32 │
│ How-to questions │ 28 │
└────────────────────┴───────┘
Engagement Dashboard
engagement_metrics
:
-
name
:
message_open_rate
formula
:
opened / sent * 100
target
:
40%
-
name
:
click_through_rate
formula
:
clicked / opened * 100
target
:
10%
-
name
:
tour_completion_rate
formula
:
completed / started * 100
target
:
60%
-
name
:
bot_resolution_rate
formula
:
resolved_by_bot / total * 100
target
:
30%
Integration Workflows
CRM Sync
crm_integration
:
salesforce
:
sync_fields
:
-
intercom
:
company.name
salesforce
:
Account.Name
-
intercom
:
user.email
salesforce
:
Contact.Email
-
intercom
:
custom.mrr
salesforce
:
Account.MRR__c
events
:
-
trigger
:
conversation_closed
action
:
log_activity
type
:
"Support Interaction"
-
trigger
:
user.tag_added
tag
:
"sales_qualified"
action
:
create_lead
Slack Integration
slack_integration
:
notifications
:
-
trigger
:
new_conversation
channel
:
"#support-inbox"
conditions
:
-
priority
:
urgent
message
:
"🚨 Urgent: {{user.name}} needs help"
-
trigger
:
conversation_assigned
notify
:
assignee_dm
message
:
"New conversation assigned to you"
commands
:
/intercom
:
-
lookup_user
-
send_message
-
add_tag
API Examples
Create or Update User
// Create/Update User
const
user
=
await
intercom
.
users
.
create
(
{
user_id
:
"12345"
,
email
:
"user@example.com"
,
name
:
"John Doe"
,
signed_up_at
:
Math
.
floor
(
Date
.
now
(
)
/
1000
)
,
custom_attributes
:
{
plan
:
"pro"
,
team_size
:
10
,
onboarding_complete
:
true
}
}
)
;
// Send Message
await
intercom
.
messages
.
create
(
{
message_type
:
"inapp"
,
body
:
"Hey! New feature alert 🎉"
,
from
:
{
type
:
"admin"
,
id
:
"admin_id"
}
,
to
:
{
type
:
"user"
,
user_id
:
"12345"
}
}
)
;
// Search Conversations
const
conversations
=
await
intercom
.
conversations
.
search
(
{
query
:
{
field
:
"state"
,
operator
:
"="
,
value
:
"open"
}
}
)
;
Best Practices
Personalize Messages
Use user attributes
Time Appropriately
Consider user timezone
Don't Over-Message
Respect frequency limits
Bot + Human
Know when to escalate
Track Everything
Measure message effectiveness
Segment Thoughtfully
Target the right users
A/B Test
Optimize message content
Quick Resolution
Minimize response time
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