Intercom Incident Runbook

What it does

When your agent uses it

• Responding to Intercom API outages
• Investigating integration errors
• Running post-incident reviews for Intercom failures
• With phrases like intercom incident

Example prompts

• “intercom incident”
• “intercom outage”
• “intercom down”
• “/intercom-incident-runbook”

Requirements

• A credential in INTERCOM_ACCESS_TOKEN
• Compatibility (from SKILL.md): Designed for Claude Code
• Pre-approved tools (allowed-tools): Bash(curl:*), Bash(kubectl:*)

Workflow steps

6 steps, taken from the first numbered list in SKILL.md.

1. 1Assign severity. Match the symptom to the table above; this sets your clock
2. 2Triage — is it you or Intercom? Run the first probe to confirm reachability
3. 3Decide. If Intercom reports an incident, it is their problem — enable graceful
4. 4Mitigate by error type. Apply the matching remediation — token rotation for 401,
5. 5Communicate. Post the internal Slack status update on a fixed cadence using the
6. 6Write the postmortem. After resolution, fill in the postmortem template

What it can do on your machine

Read from SKILL.md and the folder at commit cfae287. It shows what the files ask for, not the result of running them.

• Tool permissions

  Pre-approves these tools, so the agent can use them without asking each time:

  • Bash(curl:*)
  • Bash(kubectl:*)

  From allowed-tools in the SKILL.md frontmatter.

• Runs code

  Shell commands in SKILL.md call:

  • curl
  • jq
  • aws
  • kubectl

  From the folder's file list and the shell code blocks in SKILL.md.

• Network

  Hosts in commands or code, which the agent is likely to contact:

  • status.intercom.com
  • api.intercom.io

  Also links to:

  • developers.intercom.com

  From URLs in SKILL.md, links to its own repository left out.

• Credentials

  Names these keys or tokens, usually read from environment variables:

  • INTERCOM_ACCESS_TOKEN

  From names ending in _API_KEY, _TOKEN, _SECRET, _KEY or _PASSWORD in SKILL.md.

• Compatibility

  Designed for Claude Code

  From compatibility in the SKILL.md frontmatter.

Context cost

Intercom Incident Runbook loads about 1.5k tokens when it runs, and up to ~2.9k if it reads all its reference files. Until then it costs about 98 tokens; SKILL.md has 572 words of instructions outside code blocks.

Always · name and description, kept in context so the agent knows when to use it

~98

When it runs · the whole SKILL.md, loaded when a task matches

~1.5k

With references · SKILL.md plus every file in references/, read only if the agent opens them

~2.9k

Estimates: characters ÷ 4, the usual rule of thumb; real counts depend on the model's tokenizer. Scripts and assets cost tokens only if the agent reads them.

Safety

Automated static check — not a guarantee. Review scripts before installing. It scans the text of SKILL.md for risky patterns (piping downloads into a shell, reading credential files, hidden Unicode, destructive commands); files beside SKILL.md are not scanned.

SKILL.md

The full file from jeremylongshore/tons-of-skills-marketplace at commit cfae287, republished under its MIT licence (© jeremylongshore). 572 words, ~1,470 tokens.

name

intercom-incident-runbook

description

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".

allowed-tools

Bash(curl:*), Bash(kubectl:*)

compatibility

Designed for Claude Code

version

1.6.0

license

MIT

author

Jeremy Longshore <jeremy@intentsolutions.io>

tags

saas, support, messaging, intercom

curl -s -o /dev/null -w "API=%{http_code}\n" \
  -H "Authorization: Bearer $INTERCOM_ACCESS_TOKEN" https://api.intercom.io/me
curl -s https://status.intercom.com/api/v2/status.json | jq -r '.status.description'

© jeremylongshore, MIT. Rendered from Markdown: HTML in the file is shown as text, images as links, and headings moved down two levels. Raw file

Files

SKILL.md and 3 other files (references) in skills/.curated/intercom-incident-runbook of jeremylongshore/tons-of-skills-marketplace.

• SKILL.md
• references/mitigation.md
• references/templates.md
• references/triage.md

Open the folder on GitHubat commit cfae287