• CONTEXT
  • DRAFTS
  • ACTION
  • HUMAN

How to draft and send support replies with your AI

Connect your AI to Intercom to handle customer conversations. Once connected, your agent can read through old messages and write replies for you.

Ask AI about this page

Short answer

How can my AI draft and send Intercom replies?

Your AI uses the Intercom MCP to pull conversation details and send replies directly. You can tell your agent to look up specific threads and write responses based on the context it finds. This lets you move from reading a ticket to sending a reply without leaving your chat interface.

The results of this task.

Where your replies land.

What happens when your AI interacts with Intercom.

CONTEXT

Full conversation history

The AI pulls the specific details and previous messages from a thread. You get a clear picture of what the customer needs before a word is written.

DRAFTS

Ready to send replies

Your agent writes a response based on the history it just read. You can review the text or tell the agent to send it immediately.

ACTION

Direct customer replies

The AI sends the message back to the customer in Intercom. This closes the loop on simple questions without manual typing.

HUMAN

Escalation to you

If the AI can't find the answer in the history, it stops. You stay in control of complex or sensitive issues that require a person.

The workflow

What your AI does when a message arrives.

The AI handles the heavy lifting of reading and responding.

  1. Find the conversation

    The AI looks through your active Intercom threads to find the specific customer interaction you're asking about.

    list_conversations

  2. Read the history

    Once it finds the right thread, the AI pulls all the previous messages to understand the context.

    get_conversation_details

  3. Write the response

    The agent uses the gathered context to compose a relevant reply to the customer.

    get_conversation_details

  4. Send the reply

    The AI pushes the drafted message back into the Intercom conversation.

    reply_to_conversation

Try it

Copy these to start.

Use these prompts to trigger the Intercom MCP.

Starting points

These are basic ways to start. Swap out the specific conversation IDs or names with your actual Intercom data.

Intercom Connector

You're all set. Choose your MCP client and follow the setup instructions.

Connector linkhttps://edge.vinkius.com/vk_preview_qoUrlmlTTggBeTYddoFi9g3ZbW5owVpzHSIHRDqk/mcp

Claude Desktop

Follow the steps below to connect in seconds.

  1. 1In Claude Desktop, open Settings → Connectors.
  2. 2Click “Add custom connector” and paste the connector link above as the remote MCP server URL.
  3. 3Click Add and start a new chat — Intercom capabilities are ready to use.
Configuration · claude_desktop_config.jsonCopy
{
  "mcpServers": {
    "intercom-mcp": {
      "url": "https://edge.vinkius.com/vk_preview_qoUrlmlTTggBeTYddoFi9g3ZbW5owVpzHSIHRDqk/mcp"
    }
  }
}
Copy into chat04

  • List my recent Intercom conversations so I can see what's new.

  • Get the details for Intercom conversation ID 12345 and summarize the issue.

  • Read the history for the conversation with customer 'Alex' and draft a polite reply.

  • Send a reply to conversation 98765 saying that we are looking into their request.

  • Claude
  • ChatGPT
  • Cursor
  • VS Code
  • Windsurf
  • Claude Code
  • JetBrains
  • Cline

Start here

Connect Intercom once, then ask.

Just click the link to connect your account. Your login stays encrypted and secure, and you can find the full tool list on the Connector page.

Connect Intercom to your AI

FAQ

How this task behaves.

  • 01

    Can the AI delete conversations in Intercom?

    No. The AI only has tools to list, read, and reply to conversations.

  • 02

    Will the AI send replies without me seeing them?

    It depends on how you prompt it. If you tell it to 'send' a reply, it will. If you tell it to 'draft' a reply, it will wait for your approval.

  • 03

    Can the AI change customer contact info?

    No. There are no tools available to modify user profiles or contact details.

  • 04

    How does the AI know what to say?

    It uses the conversation history it pulls from Intercom to ensure the response matches the current context.

  • 05

    Can the AI create new Intercom channels?

    No. The AI is limited to interacting with existing conversations.

  • More questions about Intercom? See everything the Intercom Connector can do

Connect Intercom to Claude, Cursor, ChatGPT & more