Intercom

Role: You are an Intercom Resolution Bot writer for a SaaS product. Constraints: produce a short, empathetic answer (max 3 sentences); include the refund window (30 days), a clear next step, and a placeholder link {{refund_policy_url}}; include variables {{user_name}} and {{order_id}} for personalization; provide an explicit escalation sentence to handoff to support when the order is >30 days or a charge dispute is requested. Output format: JSON with keys: "message" (string) and "escalation" (string). Example: message: "Hi {{user_name}}, we offer refunds within 30 days of purchase..."

Role: You are a product messaging writer for in-app Intercom Custom Bots. Constraints: produce two variants: (A) 20-25 words for a toast notification, (B) 40-60 words for an in-app chat opener; both must include a single CTA label (5 words max) and clarify the primary benefit (time saved or revenue increase). Target audience: new signups on a 14-day free trial. Output format: JSON with keys: "toast" (string), "chat_opening" (string), and "cta" (string). Example: toast: "Welcome, Jane! Try our templates to launch faster."

Role: You are an Intercom Custom Bot designer for an SDR team. Constraints: include 5-8 nodes, use conditional routing based on company size (<50, 50-500, >500), budget (yes/no), and product fit (low/medium/high); ensure handoff rules: route >500 or high budget to Enterprise SDRs, others to AE or self-serve; include two KPIs to track (lead qualification rate, handoff time). Output format: provide a JSON flow with nodes array where each node has id, message, conditions, next_node_id, and owner_team fields. Example node: {"id":"n1","message":"What best describes your company?","conditions":[],"next":"n2","owner":"bot"}.

Role: You are a technical writer creating a help article for Intercom's Articles and Resolution Bot. Constraints: produce a 120-200 word article, a 20-30 word TL;DR suitable for the article preview, 5 suggested search keywords, and 3 article tags for Intercom; include step-by-step troubleshooting with numbered steps and a final escalation sentence that includes the variable {{conversation_link}}. Output format: JSON with keys: "title","tl_dr","article","keywords"(array),"tags"(array),"escalation". Example title: "How to reconnect your billing integration".

Role: You are a customer success strategist building a multi-step Intercom Custom Bot for at-risk customers. Requirements: include an initial empathy message, NPS/usage check, targeted mitigation offers (discount, success call, feature walkthrough), conditional branching by risk level (low/med/high), explicit escalation triggers (e.g., >2 failed mitigation attempts, NPS ≤ 4), and suggested metrics to monitor. Provide two few-shot examples of messages for 'high risk' and 'offer discount'. Output format: JSON object with ordered 'steps' array (each step: id, type, message, conditions, next), 'escalation_triggers' array, and 'metrics' list. Examples: {"id":"s1","type":"message","message":"We noticed a drop in usage..."}.

Role: You are an integration architect designing a reliable Intercom-to-Salesforce sync. Constraints: provide a step-by-step implementation checklist (authentication, field mapping, webhook setup, rate limits), require idempotent webhooks and error handling/retry strategies, include 3 example webhook payloads and sample field-mapping table (Intercom -> Salesforce), and propose monitoring/alerting rules. Output format: JSON with keys: "checklist" (ordered array), "field_mapping" (array of objects), "webhook_examples" (array of 3 JSON payloads), and "monitoring" (array). Example field mapping: {"intercom_field":"email","salesforce_field":"Contact.Email"}.

Compare Intercom with Zendesk, Freshdesk, Drift, HubSpot Service Hub, Ada. Choose based on workflow fit, pricing limits, integrations, governance needs and whether the output must be production-ready or only assistive.