> ## 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. 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. [Connect or manage this source](https://app.vortexiq.ai/workbench/settings/sources) · [How connecting works](/integrations/connector-catalogue) | **35** | **4** | **Build your own** | **Ready to build yours** | **150** | | ------------------- | ---------------- | ------------------ | ------------------------ | -------------- | | performance signals | automated checks | automated fixes | workflows | API operations | ## Monitor performance 35 performance signals. Signals with an alert band can raise Nerve Centre alerts; every signal supports a merchant-configured watcher. | Signal | Outcome | Alert behaviour | What it tracks | | ------------------------------------- | ----------------------- | --------------------- | ------------------------------------------------------------------------------------------------------ | | **CSAT** | Customer experience | Alert band 90 / 70 | % positive conversation\_rating (4-5★) over rated conversations in the window. | | **Complaints on Out-of-Stock SKUs** | Protect revenue | Merchant rule | Complaints on Out-of-Stock SKUs, broken down by row. | | **High-Value Customer Waiting** | Protect revenue | Merchant rule | High-Value Customer Waiting, broken down by row. | | **Median First-Response Time** | Control risk and change | Alert band 30 / 240 | Minutes to first admin reply (conversation.statistics.time\_to\_admin\_reply), median over the window. | | **SLA Breaches (live)** | Run operations | Alert band 0 / 5 | Alerts for SLA Breaches (live). | | **Support Health Score** | Grow revenue | Alert band 90 / 70 | Composite: SLA attainment x CSAT x (inverse) backlog growth x first-response speed. | | **Unanswered (awaiting first reply)** | Run operations | Merchant rule | Open conversations with no admin reply yet, waiting\_since older than the first-response SLA. | | **Open Conversations** | Run operations | Alert band 0 / 20 | Description pending editorial review; the signal is live. | | **Support Spike on Failed Payments** | Protect revenue | Merchant rule | Description pending editorial review; the signal is live. | | **Avg Replies per Conversation** | Run operations | Watch only | Back-and-forth depth: high means unclear answers or complex issues. | | **CSAT by Agent** | Customer experience | Alert band 90 / 70 | CSAT by Agent. | | **Conversation Volume by Hour** | Customer experience | Watch only | Hour-of-day (0-23) breakdown of when conversations are created - drives staffing. | | **Conversations Handled by Agent** | Customer experience | Watch only | Conversations Handled by Agent. | | **First-Response Time by Team** | Customer experience | Alert band 30 / 240 | First-Response Time by Team. | | **Median Resolution Time** | Customer experience | Alert band 240 / 1440 | Minutes from created\_at to close (statistics.time\_to\_last\_close), median. | | **Negative-Rated Conversations** | Customer experience | Merchant rule | Negative-Rated Conversations, broken down by row. | | **Oldest Open Conversation** | Run operations | Merchant rule | Age (hours) of the oldest still-open conversation. | | **Reopen Rate** | Customer experience | Alert band 5 / 15 | % of closed conversations reopened (state went closed→open) in the window. | | **Resolution Time by Agent** | Customer experience | Alert band 240 / 1440 | Resolution Time by Agent. | | **Top Topics (Tags)** | Run operations | Merchant rule | Top Topics (Tags), compared across items. | | **Volume by Channel** | Run operations | Watch only | By source.type (email, chat, messenger, etc.). | | **Workload by Team** | Customer experience | Watch only | Workload by Team. | | **CSAT Drop Alert** | Customer experience | Alert band 90 / 70 | Description pending editorial review; the signal is live. | | **CSAT Trend** | Customer experience | Alert band 90 / 70 | Description pending editorial review; the signal is live. | | **Conversation Volume Trend** | Run operations | Watch only | Description pending editorial review; the signal is live. | | **First-Response SLA Attainment** | Customer experience | Alert band 95 / 80 | Description pending editorial review; the signal is live. | | **New Conversations Today** | Run operations | Watch only | Description pending editorial review; the signal is live. | | **New vs Closed** | Run operations | Merchant rule | Description pending editorial review; the signal is live. | | **Open Backlog Trend** | Run operations | Alert band 0 / 20 | Description pending editorial review; the signal is live. | | **Open Tickets** | Run operations | Merchant rule | Description pending editorial review; the signal is live. | | **Rating Response Rate** | Customer experience | Watch only | Description pending editorial review; the signal is live. | | **Snoozed Conversations** | Run operations | Watch only | Description pending editorial review; the signal is live. | | **Support Contacts per 100 Orders** | Protect revenue | Merchant rule | Description pending editorial review; the signal is live. | | **Unassigned Open Conversations** | Run operations | Merchant rule | Description pending editorial review; the signal is live. | | **Volume Spike** | Run operations | Merchant rule | Description pending editorial review; the signal is live. | ## 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. | Check | Severity | Outcome | Why it matters | Fix status | | --------------------------------------------------------- | -------- | --------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ----------- | | **CSAT below 70%** | high | Grow revenue | CSAT below 70 percent predicts churn before it shows in revenue; the transcripts behind the score say exactly what to fix. | Report only | | **First-response SLA breached on open conversations** | high | Run operations | Breached first-response SLAs compound: late answers create chase messages, which create more queue, which creates later answers. | Report only | | **Median first-response time above 4h** | medium | Protect revenue | 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 b | Report only | | **Open-conversation backlog rising > 20% week-over-week** | medium | Run operations | 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 | Report only | ### Build your own automated fixes 4 checks report findings on Intercom today. Turn any finding into an automated fix with a Vortex IQ workflow: **13,885 read and write operations across 229 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 **13,885 operations across 229 connectors** to automate the work in your own words. Changes follow the merchant's configured approval policy: the target, proposed change, affected records, risk, reversibility and verification plan are shown before execution. Read-only operations do not modify the connected system. [Create a workflow](https://app.vortexiq.ai/workbench/flows/create?connector=intercom) | 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. ### 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. *** *Generated from the connector capability graph. Counts reflect the servable registry after alias normalisation and de-duplication, and refresh automatically when the registry changes.*