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intercomintercom/claude-plugin-external/skills/customer-360/SKILL.md

customer-360

Skill3 starsChanged 8 months agoMITView on GitHub

Build a comprehensive customer profile from Intercom data, including conversation history, account context, and interaction timeline. Use when the user asks to "look up a customer", "customer profile", "customer 360", "tell me about this customer", "summarize a customer's history", or provides a customer email or company name and wants a full picture.

3 other projects use a version of this.

Adopted by

Most recently taken up by

  • Other versions3 projects use a version of this.

    Word for word · 0

    None found.

    Edited · 0

    None found.

    Wrote their own version · 3

    1. reatlat/fullstory-claude-plugin★ 36same name
    2. composio-community/support-skills★ 18same name
    3. kyle-olmstead/cs-claude-engine★ 1same name

    How matches are found. Word for word: the exact same text. Edited: shares passages with this file (“99% same” means 99% of its five-word phrases also appear here; 10% or more counts). Their own version: similar meaning, or, weakest, the same name. We can’t tell which project had it first. Projects are counted among the 200 most-starred candidates, and mentions are links to the repository we found, up to 50 per site, so both counts are a floor.

  • In this repository4 other files it gives its agents.

The file

We split this skill into the rules it gives an agent

6 rules. 0 are common, 3 are distinctive, and 3 are very specific to this project.

  • 0

    Common

    Most of the 3 edited versions we read keep these.

  • 3

    Distinctive

    This author's own choices. Worth a look.

  • 3

    Very specific

    Tied to their project's names, files or tools. Probably skip.

  • Common
  • Distinctive
  • Very specific
  1. Very specific:

    Use search_contacts to find the contact (by email is most reliable)

    line 22
  2. Distinctive:

    If company name given, search contacts by email domain

    line 23
  3. Very specific:

    Use get_contact to fetch the full profile (attributes, tags, segments, companies)

    line 24
  4. Very specific:

    Use search_conversations filtered to this contact's conversations

    line 27
  5. Distinctive:

    Always cite conversation IDs so the user can find them in the Intercom inbox

    line 64
  6. Distinctive:

    If the contact has many conversations, summarize the most recent 10-15 and note the total count

    line 66

“Common” is measured: kept by at least 6 in 10 of the 3 edited versions of this file we could read. “Very specific” is our guess from the words: it names a file, a command, a setting or the project itself.

Keep what fits and drop the rest. Your version, ready for your agents.
Files
SKILL.md

Customer 360

Produce a comprehensive customer profile by aggregating data from across the Intercom workspace.

Workflow

Step 1: Identify the Customer

  • Parse the user's input for an email, name, or company
  • Use search_contacts to find the contact (by email is most reliable)
  • If company name given, search contacts by email domain
  • Use get_contact to fetch the full profile (attributes, tags, segments, companies)

Step 2: Gather Conversation History

  • Use search_conversations filtered to this contact's conversations
  • Paginate to get all conversations (not just the first page)
  • For the most recent/relevant conversations, use get_conversation for full threads

Step 3: Build the Profile

Produce a markdown profile with these sections:

Contact Summary

  • Name, email, role (user/lead), company
  • Location, timezone, last seen
  • Plan/tier (if available via custom attributes)
  • Tags and segments

Conversation History

  • Total conversation count
  • Table: ID | Subject | State | Channel | Date
  • Highlight any currently open/snoozed conversations

Key Themes

  • Common topics across conversations
  • Recurring issues or feature requests
  • Sentiment signals (escalations, positive feedback)

Timeline

  • Chronological list of significant interactions
  • First contact → most recent activity

Open Items

  • Unresolved conversations
  • Pending questions or follow-ups

Step 4: Present and Offer Next Steps

  • Present the profile
  • Offer to dive deeper into any conversation
  • Offer to search for similar customers (same company, same issues)

Best Practices

  • Always cite conversation IDs so the user can find them in the Intercom inbox
  • Note data freshness — states may have changed since events occurred
  • If the contact has many conversations, summarize the most recent 10-15 and note the total count
  • Handle cases where the contact exists but has no conversations

Troubleshooting

Contact Not Found

Symptom: No results for the provided email or name. Solution: Check for typos. Try searching by email domain to find related contacts. Ask the user to confirm the identifier.

Too Many Conversations

Symptom: Contact has 50+ conversations, making full analysis impractical. Solution: Focus on the most recent 10-15 conversations. Summarize older ones by theme rather than individually. Note the total count.

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