> ## 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 audit profile, Vortex IQ

> What the Vortex IQ Intercom health audit checks: Intercom: SLA, CSAT, Backlog Health & Revenue-at-Risk

**[Nerve Centre KPIs](/nerve-centre/kpi-cards/intercom) · [Audit Profile](/nerve-centre/kpi-cards/intercom/audit) · [Sentiment Settings](/nerve-centre/kpi-cards/intercom/sentiment)**

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?

## What this audit checks

### 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

### 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

### 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)

### 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)

### 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)

## 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)