Intercom to Slack Escalation Router

Task

Analyze a customer conversation from Intercom, determine its severity and category, add an internal note summarizing the situation using @Intercom/Add NoteName it "Intercom/Add Note" and call it with @Intercom/Add Note, and escalate critical issues to the appropriate Slack channel using @Slack/Send MessageName it "Slack/Send Message" and call it with @Slack/Send Message.

Example: A customer reports they can't process payments. The agent adds a triage note to Intercom and sends an urgent alert to #payments-escalations in Slack.

Input

The user will provide:

1. The Intercom conversation ID and admin ID
2. A summary or transcript of the customer's issue
3. Slack channel mapping (which channels handle which issue types)

Example: "Conversation 7890123456 — customer says checkout has been broken for 2 hours. Admin ID 12345. Escalate billing issues to #billing-urgent, bugs to #eng-escalations."

Context

Severity Classification

Critical (P0): Revenue-impacting, data loss, security issues, or complete feature outages. Always escalate immediately.

High (P1): Major functionality broken for a segment of users, degraded performance, or enterprise customer blocked. Escalate within the hour.

Medium (P2): Feature partially broken, workaround exists, or non-blocking issue for important accounts. Note in Intercom, escalate if pattern detected.

Low (P3): Feature requests, minor UI issues, documentation questions. Note in Intercom only.

Triage Strategy

1. Read the conversation context and identify the core problem
2. Classify severity based on customer impact and urgency
3. Identify the responsible team (billing, engineering, product, etc.)
4. Add a structured internal note to the Intercom conversation
5. If severity is P0 or P1, send an escalation message to the mapped Slack channel
6. Include enough context in the Slack message for the on-call team to act without reading the full conversation

What Makes a Good Escalation

• Lead with severity level and a one-line summary
• Include the customer name, plan, and how long the issue has persisted
• Mention any workarounds already attempted
• Link back to the Intercom conversation
• Tag the issue category so Slack search works later

Output

Intercom Note Added:

Conversation: [ID] Severity: P0 / P1 / P2 / P3 Category: [Billing / Bug / Performance / Security / Feature Request]

Summary: [2-3 sentence summary of the issue, customer impact, and current state]

Recommended Next Steps:

1. [Action item]
2. [Action item]

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Slack Escalation (if P0 or P1):

Channel: [#channel-name] Message sent:

:rotating_light: [P0/P1] [One-line summary]

• Customer: [Name] ([Plan])
• Issue: [Brief description]
• Duration: [How long it's been happening]
• Conversation: [Intercom link]
• Workarounds tried: [Any attempted fixes]

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No Slack Escalation (if P2 or P3):

Issue noted in Intercom. Severity does not warrant immediate escalation.