> ## Documentation Index > Fetch the complete documentation index at: https://docs.vortexiq.ai/llms.txt > Use this file to discover all available pages before exploring further. # Intercom on Vortex IQ > Monitor Intercom pipeline, responsiveness and customer-satisfaction signals, and catch stalls before they become churn. Monitor Intercom pipeline, responsiveness and customer-satisfaction signals, and catch stalls before they become churn. [Connect or manage this source](https://app.vortexiq.ai/workbench/settings/sources) · [How connecting works](/integrations/connector-catalogue) · [Create a workflow](https://app.vortexiq.ai/workbench/flows/create?connector=intercom) performance signals automated checks automated fixes workflows API operations ### What you can achieve Capabilities are grouped around merchant outcomes, not API terminology. Find storefront, speed, accessibility and journey problems. Find failures, leaks and risks before they cost sales. Keep tracking, access and change under governed control. Monitor orders, fulfilment, delivery and settlement. Improve discovery, conversion, campaigns and repeat purchase. ### From connection to verified outcome The controlled sequence every capability follows. Nothing changes a connected system without the approval step. Authorise the source. Scopes are shown before access is granted. Watch the signals against your own baselines, not universal defaults. Run checks and gather evidence specific to your store. Explain what happened, why it matters and the proposed action. You review scope, risk and reversibility before anything changes. Apply through governed connector operations. Confirm the intended result and keep the receipt. No changes are made without the configured approval policy. Read-only operations do not modify the connected system; schedules, access scopes, API usage and data handling remain governed by Vortex IQ controls. ### Monitor performance 35 performance signals. Open an outcome to see its signals and how each one alerts. Read-only operations do not modify the connected system. | Signal | Alert behaviour | What it tracks | | ------------------------------------- | ----------------- | --------------------------------------------------------------------------------------------- | | **Avg Replies per Conversation** | Watch only | Back-and-forth depth: high means unclear answers or complex issues. | | **Conversation Volume Trend** | Watch only | Description pending editorial review; the signal is live. | | **New Conversations Today** | Watch only | Description pending editorial review; the signal is live. | | **New vs Closed** | Merchant rule | Description pending editorial review; the signal is live. | | **Oldest Open Conversation** | Merchant rule | Age (hours) of the oldest still-open conversation. | | **Open Backlog Trend** | Alert band 0 / 20 | Description pending editorial review; the signal is live. | | **Open Conversations** | Alert band 0 / 20 | Description pending editorial review; the signal is live. | | **Open Tickets** | Merchant rule | Description pending editorial review; the signal is live. | | **SLA Breaches (live)** | Alert band 0 / 5 | Alerts for SLA Breaches (live). | | **Snoozed Conversations** | Watch only | Description pending editorial review; the signal is live. | | **Top Topics (Tags)** | Merchant rule | Top Topics (Tags), compared across items. | | **Unanswered (awaiting first reply)** | Merchant rule | Open conversations with no admin reply yet, waiting\_since older than the first-response SLA. | | **Unassigned Open Conversations** | Merchant rule | Description pending editorial review; the signal is live. | | **Volume Spike** | Merchant rule | Description pending editorial review; the signal is live. | | **Volume by Channel** | Watch only | By source.type (email, chat, messenger, etc.). | | Signal | Alert behaviour | What it tracks | | ---------------------------------- | --------------------- | --------------------------------------------------------------------------------- | | **CSAT** | Alert band 90 / 70 | % positive conversation\_rating (4-5★) over rated conversations in the window. | | **CSAT Drop Alert** | Alert band 90 / 70 | Description pending editorial review; the signal is live. | | **CSAT Trend** | Alert band 90 / 70 | Description pending editorial review; the signal is live. | | **CSAT by Agent** | Alert band 90 / 70 | CSAT by Agent. | | **Conversation Volume by Hour** | Watch only | Hour-of-day (0-23) breakdown of when conversations are created - drives staffing. | | **Conversations Handled by Agent** | Watch only | Conversations Handled by Agent. | | **First-Response SLA Attainment** | Alert band 95 / 80 | Description pending editorial review; the signal is live. | | **First-Response Time by Team** | Alert band 30 / 240 | First-Response Time by Team. | | **Median Resolution Time** | Alert band 240 / 1440 | Minutes from created\_at to close (statistics.time\_to\_last\_close), median. | | **Negative-Rated Conversations** | Merchant rule | Negative-Rated Conversations, broken down by row. | | **Rating Response Rate** | Watch only | Description pending editorial review; the signal is live. | | **Reopen Rate** | Alert band 5 / 15 | % of closed conversations reopened (state went closed→open) in the window. | | **Resolution Time by Agent** | Alert band 240 / 1440 | Resolution Time by Agent. | | **Workload by Team** | Watch only | Workload by Team. | | Signal | Alert behaviour | What it tracks | | ------------------------------------ | --------------- | --------------------------------------------------------- | | **Complaints on Out-of-Stock SKUs** | Merchant rule | Complaints on Out-of-Stock SKUs, broken down by row. | | **High-Value Customer Waiting** | Merchant rule | High-Value Customer Waiting, broken down by row. | | **Support Contacts per 100 Orders** | Merchant rule | Description pending editorial review; the signal is live. | | **Support Spike on Failed Payments** | Merchant rule | Description pending editorial review; the signal is live. | | Signal | Alert behaviour | What it tracks | | ------------------------------ | ------------------- | ------------------------------------------------------------------------------------------------------ | | **Median First-Response Time** | Alert band 30 / 240 | Minutes to first admin reply (conversation.statistics.time\_to\_admin\_reply), median over the window. | | Signal | Alert behaviour | What it tracks | | ------------------------ | ------------------ | ----------------------------------------------------------------------------------- | | **Support Health Score** | Alert band 90 / 70 | Composite: SLA attainment x CSAT x (inverse) backlog growth x first-response speed. | ### Audit risks and opportunities A fix status appears only where the action, inputs, approval, verification and recovery controls are mapped. Candidate remediations are never executable. Open a check for the detail. **Severity** high · **Outcome** Grow revenue · **Fix status** Report only CSAT below 70 percent predicts churn before it shows in revenue; the transcripts behind the score say exactly what to fix. Vortex IQ detects and explains this; resolution is manual, with evidence and recommended steps. Reference: `SUPPORT-CSAT-001` **Severity** high · **Outcome** Run operations · **Fix status** Report only Breached first-response SLAs compound: late answers create chase messages, which create more queue, which creates later answers. Vortex IQ detects and explains this; resolution is manual, with evidence and recommended steps. Reference: `SUPPORT-SLA-001` **Severity** medium · **Outcome** Protect revenue · **Fix status** Report only Customers are waiting a median of over 4 hours just to hear back for the first time, before their actual issue is even addressed. Slow first response is one of the most common drivers of a bad support experience and of customers escalating, cancelling an order, or leaving a negative review while the Vortex IQ detects and explains this; resolution is manual, with evidence and recommended steps. Reference: `SUPPORT-FRT-001` **Severity** medium · **Outcome** Run operations · **Fix status** Report only The open-conversation backlog grew more than 20% in a week. A growing backlog means response and resolution times for everyone in the queue are about to get worse, not just the customers who are waiting today; the problem compounds until incoming volume and resolution capacity come back into balance Vortex IQ detects and explains this; resolution is manual, with evidence and recommended steps. Reference: `SUPPORT-BACKLOG-001` #### Build your own automated fixes Turn any finding into an automated fix with a Vortex IQ workflow: **over 13,000 read and write operations across more than 200 connectors** are available as building blocks, with approval, verification and rollback on every change. ### Automate approved work Vortex IQ is integrated with **67 read** and **83 write** operations across aicontentimportsources, aiexternalpages, articles, companys, contacts, conversations on Intercom. Combine them with anything from the **over 13,000 operations across more than 200 connectors** to automate the work in your own words. Changes follow your configured approval policy: the target, proposed change, affected records, risk, reversibility and verification plan are shown before execution. [Create a workflow](https://app.vortexiq.ai/workbench/flows/create?connector=intercom) #### Ready to build your first Intercom workflow Pick a trigger, add the operations above as steps, and every step that changes data pauses for your approval. Monitoring and audits are live now and can start any workflow you build. | Resource | Read operations | Write operations | | ---------------------- | --------------- | ---------------- | | aicontentimportsources | 2 | 3 | | aiexternalpages | 2 | 3 | | articles | 2 | 3 | | companys | 2 | 3 | | contacts | 2 | 3 | | conversations | 2 | 3 | | customobjectinstances | 2 | 3 | | helpcentercollections | 2 | 3 | Signed-in users see the full catalogue in the workflow builder, filtered to the sources they have connected.