Response Time Monitoring with Escalation
A cron job every 10 minutes scans all open Intercom conversations. If any sit unreplied past your target SLA, the agent pings the assigned teammate on WhatsApp and escalates to the lead if ignored.
Conversation example
Scanning open Intercom conversations past SLA...
3 conversations past first-response SLA (15m) 1. #59041 — 'Dashboard blank after login' (18m waiting) Assigned: @marcus — pinged on WhatsApp 2. #59048 — 'How do I add users?' (21m) Assigned: @priya — pinged on WhatsApp 3. #59032 — VIP: Globex Corp (33m, escalated) Originally: @nadia Escalated to: @kris (team lead) — WhatsApp pinged twice I'll rescan in 10 minutes.
More Intercom use cases
Live Intercom Conversation Alerts on WhatsApp
Every new Intercom conversation fires a webhook. The agent reads the first message, classifies the intent, and posts a clean summary to your support WhatsApp group in seconds.
AI Intent Detection and Routing
The agent reads every new user message, decides whether it's sales, billing, bug report, or feature request, and assigns the conversation to the correct Intercom team automatically.
Daily Intercom Conversation Digest
Every morning the agent pulls yesterday's conversation stats by inbox and teammate from the Intercom API and delivers a clean summary on WhatsApp — volume, median reply time, and CSAT.
Customer Health Alerts from CSAT and Sentiment
The agent watches every CSAT reply and conversation closing in Intercom, scores sentiment, and flags any unhappy customer with a plan value over $500/mo to WhatsApp for a personal save-play.
Automated Lead Qualifying in Intercom
When a new visitor starts a chat, the agent asks a few qualifying questions, enriches the contact, tags them by use case and company size, and routes hot leads to a sales teammate.
Deploy this in minutes
Create a LunoGen agent, connect Intercom, and start running this workflow from WhatsApp today.