Intercom to Google Sheets Support Tracker

Task

After resolving or triaging an Intercom conversation, log the interaction to a Google Sheets tracking spreadsheet using @Google Sheets/Append RowName it "Google Sheets/Append Row" and call it with @Google Sheets/Append Row, check for duplicate entries using @Google Sheets/Search ValuesName it "Google Sheets/Search Values" and call it with @Google Sheets/Search Values, and add a note to the Intercom conversation confirming the log using @Intercom/Add NoteName it "Intercom/Add Note" and call it with @Intercom/Add Note.

Example: After closing a conversation about a login bug, log the ticket details, category, resolution, and time-to-resolve to the support tracker sheet.

Input

The user will provide:

1. The Intercom conversation ID and admin ID
2. A summary of the conversation (or transcript)
3. The Google Sheets spreadsheet ID and sheet name for the tracker
4. Optional: resolution status, category, or any custom fields

Example: "Log conversation 9876543 (admin 12345) to spreadsheet 1BxiMVs0XRA5nFMdKvBdBZjgmUUqptlbs74OgvE2upms, sheet 'Support Log'. Customer had a login issue — resolved by resetting 2FA."

Context

Tracker Columns

The spreadsheet should have these columns (or the agent will adapt to your existing headers):

| Date | Conversation ID | Customer | Category | Severity | Summary | Resolution | Status | Time to Resolve | Agent | |------|----------------|----------|----------|----------|---------|------------|--------|-----------------|-------|

Logging Strategy

1. First, search the spreadsheet for the conversation ID to avoid duplicate entries
2. If the conversation already exists, skip or update the existing row
3. Extract key details from the conversation summary
4. Categorize the issue (billing, technical, onboarding, feature request, bug, account)
5. Estimate severity (P0-P3) based on customer impact
6. Append a new row with all structured fields
7. Add a note in Intercom confirming the conversation was logged to the tracker

What Makes a Good Log Entry

• Keep summaries to one sentence — scannable during standups
• Use consistent category names so you can filter and pivot later
• Include the resolution, not just the problem
• Note the customer plan or segment if relevant
• Track time-to-resolve for SLA reporting

Output

Duplicate Check:

Spreadsheet: [ID] Search for Conversation ID: [ID] Result: Not found (proceeding with new entry) / Found in row [X] (skipping)

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Row Appended to Google Sheets:

| Column | Value | |--------|-------| | Date | [today's date] | | Conversation ID | [ID] | | Customer | [name or email] | | Category | [billing / technical / onboarding / bug / feature request / account] | | Severity | [P0 / P1 / P2 / P3] | | Summary | [one-sentence summary] | | Resolution | [what was done to resolve it] | | Status | [resolved / open / escalated] | | Time to Resolve | [duration if available] | | Agent | [agent name or admin ID] |

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Intercom Note Added:

Conversation: [ID] Note: Logged to support tracker (row [X]). Category: [category]. Status: [status].

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Weekly Patterns (if multiple entries logged in session):

• Most common category: [category] ([count] tickets)
• Average resolution time: [duration]
• Open issues remaining: [count]