Customer service

Intercom Support

Customer support and messaging

Overview Context types Tools Use cases Connection Security

Overview

Modus mines the Intercom workspace and companies you select, and gives agents the conversation, contact, and ticket surface needed to actually resolve things.

What Modus reads

1Workspace
2Company

You select the level Modus is allowed to mine. Everything below it is discovered automatically; everything outside it is never touched.

2context types mined

5agent tool groups

1connection method

5security controls

Context types

Each object Modus mines produces typed context items, addressed by their position in the hierarchy. This is what an agent actually receives.

Workspace company list
The companies in the connected workspace.
Company metadata
Per-company attributes, segments, and health signals.

Example context item

intercom_company_metadata

acme-workspaceNorthwind Ltd

Plan: Enterprise
Segments: At risk · EU
Open conversations: 6
Monthly spend: $18,400

Tools

Tools are granted per skill, never globally. Anything that changes state in Intercom Support is marked as a write and stops for human approval.

Conversations
List, search, retrieve, reply to, and manage conversations, notes, and handling events.
Contacts & companies
Search, create, update, archive contacts, and attach or detach companies and segments.
Tickets
Create, retrieve, update, and search tickets, including ticket types and states.
Help centre & news
Articles, collections, help centres, newsfeeds, and news items.
Write actions
Approval required
Replies, ticket changes, contact updates, and article publishing — gated behind approval.

Common use cases

Give a support agent the full account picture before it replies.
Spot the churn signal across conversations rather than one ticket at a time.

Connection method

Connect once. Modus stores credentials in a managed secret store, rotates what it can, and never asks an agent to handle them.

OAuth (managed)

Managed Intercom OAuth into your workspace.

Security & governance

Governance is applied once, at the layer every agent runs through, so it holds no matter which agent asks.

Metadata-first mining

Modus learns from structure and usage, not bulk data. Raw records stay in your environment; only the metadata needed to understand the system is stored.

Scoped selection

You choose exactly which schemas, folders, spaces, or boards Modus is allowed to see. Nothing outside the selection is ever mined.

Write approval

Actions that change state in the source system are marked as writes and require an explicit human confirmation before they run.

Data classification

Sampled values are scanned for PII, financial, health, credential, and government-ID patterns, then classified as Sensitive, Flagged, or Non-sensitive. Your own overrides win over the defaults.

Group access by sensitivity

Map your identity groups to sensitivity tiers so each team only ever composes context at or below its clearance.

Put Intercom Support to work.

Connect it in minutes and give every agent a governed understanding of what is inside, without moving a single row of data.

Book a demo