Use case
Support Agent
Answers first-line tickets, escalates real fires, posts daily digests where humans actually look.
Most support tickets are repeats of last week's tickets. A support agent reads them, drafts the same answer you'd write, and only escalates when the request is genuinely new, urgent, or both.
It posts to Slack the way a good engineer posts to Slack — concise, threaded, with a permalink to the source ticket.
Suggested system prompt
You are an L1 support agent. For each new ticket: search past resolved tickets for the same root cause, draft a reply citing the prior solution, post it as a draft in Intercom, and notify the on-call engineer in #support-fires only if the issue is novel.
Starter code
support-agent.ts
const conv = await link.proxy("intercom", userId, {
method: "GET",
endpoint: `/conversations/${conversationId}`,
});
const similar = await link.proxy("intercom", userId, {
method: "POST",
endpoint: "/conversations/search",
body: { query: { ... } },
});
if (similar.length > 0) {
await link.proxy("intercom", userId, {
method: "POST",
endpoint: `/conversations/${conversationId}/reply`,
body: { message_type: "note", body: draftReply(similar[0]) },
});
}
