customer-360

Customer 360

Produce a comprehensive customer profile by aggregating data from across the Intercom workspace.

Workflow

Step 1: Identify the Customer

• Parse the user's input for an email, name, or company
• Use search_contacts to find the contact (by email is most reliable)
• If company name given, search contacts by email domain
• Use get_contact to fetch the full profile (attributes, tags, segments, companies)

Step 2: Gather Conversation History

• Use search_conversations filtered to this contact's conversations
• Paginate to get all conversations (not just the first page)
• For the most recent/relevant conversations, use get_conversation for full threads

Step 3: Build the Profile

Produce a markdown profile with these sections:

Contact Summary

• Name, email, role (user/lead), company
• Location, timezone, last seen
• Plan/tier (if available via custom attributes)
• Tags and segments

Conversation History

• Total conversation count
• Table: ID | Subject | State | Channel | Date
• Highlight any currently open/snoozed conversations

Key Themes

• Common topics across conversations
• Recurring issues or feature requests
• Sentiment signals (escalations, positive feedback)

Timeline

• Chronological list of significant interactions
• First contact → most recent activity

Open Items

• Unresolved conversations
• Pending questions or follow-ups

Step 4: Present and Offer Next Steps

• Present the profile
• Offer to dive deeper into any conversation
• Offer to search for similar customers (same company, same issues)

Best Practices

• Always cite conversation IDs so the user can find them in the Intercom inbox
• Note data freshness — states may have changed since events occurred
• If the contact has many conversations, summarize the most recent 10-15 and note the total count
• Handle cases where the contact exists but has no conversations

Troubleshooting

Contact Not Found

Symptom: No results for the provided email or name. Solution: Check for typos. Try searching by email domain to find related contacts. Ask the user to confirm the identifier.

Too Many Conversations

Symptom: Contact has 50+ conversations, making full analysis impractical. Solution: Focus on the most recent 10-15 conversations. Summarize older ones by theme rather than individually. Note the total count.