Agent skill · operations · jeremylongshore
intercom-incident-runbook
Execute Intercom incident response procedures with triage, mitigation, and postmortem. Use when responding to Intercom API outages, investigating integration errors, or running post-incident reviews for Intercom failures. Trigger with phrases like "intercom incident", "intercom outage", "intercom down", "intercom on-call", "intercom emergency", "intercom broken".
Why this skill is useful
Provides specific incident response procedures and scripts for handling Intercom API outages that the AI wouldn't reliably generate on its own.
What it needs
Requires curl, jq, kubectl installed locally. Requires intercom account access. About 3k tokens when loaded. Last updated 2026-08-07. 2,604 stars on the source repository.
What this skill does
Intercom Incident Runbook Overview Rapid incident response procedures for Intercom integration failures. The runbook takes you from alert to resolution in four phases — triage, decision, mitigation, and postmortem — with HTTP-status-code-driven branching so you always know whether the fault is yours or Intercom's. High-level workflow lives here; the full copy-paste scripts and templates live in references/. Prerequisites INTERCOMACCESSTOKEN exported in your shell (a workspace admin token). curl and jq installed for API + status-page probing. kubectl access to the deployment running your Intercom integration (for restarts). Access to your secret manager (e.g. AWS Secrets Manager) to rotate a compromised token. Developer Hub access for the Intercom app, or a path to escalate to a workspace admin. Severity Levels Level Definition Response Time Example ------- ------------ --------------- --------- P1 All Intercom API calls failing < 15 min 401 auth failures, API unreachable P2 Degraded service < 1 hour High latency, rate limited (429) P3 Partial impact < 4 hours Webhook delays, search timeouts P4 No user impact Next business day Monitoring gaps, stale cache Instructions Work the phases in order. Each phase links to the full reference when you need depth. 1. Assign severity. Match the symptom to the table above; this sets your clock and who you page. 2. Triage — is it you or Intercom? Run the first probe to confirm reachability: Then check status.intercom.com for a platform incident and read the rate-limit headers. The full 5-step diagnostic script and the branch-by-branch decision tree are in references/triage.md. 3. Decide. If Intercom reports an incident, it is their problem — enable graceful degradation and monitor. If not, it is your integration; branch on the status code: 401 → rotate token, 403 → add OAuth scope, 429 → queue/backoff, 5xx → retry with backoff. 4. Mitigate by error type. …
How to use it
Reference it in AdaL, Claude Code, Cursor or any coding agent — nothing to install:
@skills jeremylongshore/intercom-incident-runbook