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Nerve Centre KPIs · Audit Profile · Sentiment Settings Intercom conversation state means little to a merchant unless it’s joined to promises and revenue. This audit answers: (1) is the auth/token healthy, (2) are we keeping our first-response and resolution SLAs, (3) is CSAT and backlog under control, and (4) when support load spikes, is it tied to a commerce/payments root cause (failed payments, out-of-stock SKUs) that’s costing revenue?

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What this audit checks

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Authentication & access

  • Access token valid (auth on /me) and not expired/revoked
  • App region correct (US / EU / AU host)
  • OAuth scopes cover conversations + admins + (optionally) tickets

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Responsiveness & SLA

  • Open conversations awaiting first reply beyond the first-response SLA
  • Median first-response time above 4h (sustained)
  • Median resolution time above 24h (sustained)
  • First-response SLA attainment below 80%
  • Oldest open conversation older than 3 days
  • Unassigned open conversations > 0

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Satisfaction & quality

  • CSAT below 70% over the trailing 30 days
  • CSAT dropped > 5 points week-over-week
  • Reopen rate above 15% (answers not resolving the issue)
  • Negative ratings clustering on a single tag/topic (>5)

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Backlog & capacity

  • Open backlog rising > 20% week-over-week
  • Closed < new for 7 consecutive days (falling behind)
  • Agent overloaded: > 10 open assigned conversations
  • Volume spike > 2σ vs 30-day baseline (incident signal)

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Cross-channel: revenue-at-risk (the killer area)

  • Support volume spiking from shoppers whose sibling payment connector (adyen) shows refused/failed payments - link support load to checkout breakage
  • Complaint/refund conversations concentrated on SKUs the commerce sibling reports out-of-stock
  • High-LTV customers (top decile per commerce sibling) with open conversations breaching SLA
  • Support contacts-per-100-orders rising > 25% vs prior period (product or fulfilment regression)

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Data sources

  • GET https://api.intercom.io/me - Auth + app region sanity
  • GET https://api.intercom.io/admins - Agent inventory + away mode
  • GET https://api.intercom.io/teams - Team inventory + workload split
  • GET https://api.intercom.io/tags - Topic/tag taxonomy for clustering
  • POST https://api.intercom.io/conversations/search - State counts, SLA breaches, statistics (first-response/resolution), ratings, assignee/team breakdowns
  • POST https://api.intercom.io/tickets/search - Ticket backlog (only when Tickets feature enabled)