Triage
Open conversations older than 12 hours, grouped by team and topic.
pullssearchConversationslistTeams
Intercom · Live
Ask Intercom what the conversation actually said.
Read Intercom conversations, contacts, segments, and product-tour performance so the agent can trace a customer's journey across support and product.
- Auth
- OAuth
- Access
- Read-only by default
- Plan
- Every plan
- Freshness
- Live — every call hits Intercom's API
- Available on
- Every plan
Examples
Questions teams actually ask.
The tools it pulls from are shown inline — every answer in Lumen cites the underlying records it read.
Customer
Pull every Intercom conversation from `[email protected]` and summarise the recurring themes.
pullsfindContactlistContactConversations
Performance
Median time-to-first-response by team for the last 7 days.
pullssearchConversationsgetConversationParts
Scope
What Lumen sees. What it can change.
Read is on by default. Every write is a separate toggle, capped per user, and logged.
Read
What Lumen reads
Lumen calls the Intercom REST API with the OAuth token you grant at install. Read scope only by default.
- Conversations
Search by state, team, tag, contact; full message thread; conversation parts (replies, notes, system events)
- Contacts & companies
Lookup by email, external ID, or phone; conversation history; custom attributes
- Segments
Definition, current member count
- Tags & teams
Tag definitions and usage, team membership
- Reports
Time-to-first-response, time-to-resolve, CSAT by team / tag
Write · opt-in
What Lumen can write
Lumen does not write to Intercom by default. Tagging, replies, and contact updates can be admin-enabled per workspace.
Every call is logged with user, operation, conversation / contact ID, and date range. Exportable as CSV.
Install
Connect in under a minute.
No keys, no call, no app marketplace fine print.
- Authorize01
Connect with OAuth
In Settings → Integrations → Intercom, click Connect. Sign in to Intercom and approve the read scopes Lumen requests.
- Confirm workspace02
Pick the workspace
If your Intercom user covers multiple workspaces, pick which one Lumen should query. The token is stored encrypted, scoped to that workspace.
- Ask03
Try a warm-up question
Start with "Median time-to-first-response by team last 7 days" — the agent will sample conversations and compute the median.
Connect Intercom. Trace the journey end-to-end.
OAuth. Read-only by default. Tag/reply writes opt-in.