# How to use a Righthand with Intercom

Prepare Intercom reply drafts from complete conversation context, preserving conversation IDs, timestamps, and reviewer-controlled sending.

By Righthand Team · 2026-10-10

Source: https://www.righthand.ai/blog/how-to-use-righthand-with-intercom

## Draft from the whole approved conversation

Use Righthand with Intercom to prepare reply drafts for selected conversations. The useful deliverable includes the customer's latest question, the relevant approved product source, and a draft that a support owner can inspect. A conversation preview is not enough to establish what was already promised.

Intercom's [conversation reference](https://developers.intercom.com/docs/references/rest-api/api.intercom.io/conversations/conversation) distinguishes conversation identity, update time, waiting information, and conversation parts. Preserve the conversation ID and identify the latest relevant customer part before drafting. Earlier context can explain why a seemingly simple question requires escalation.

## Define the inbox and knowledge boundary

Give the approved inbox or conversation list, allowed product documentation, escalation policy, and reviewer. For an illustrative setup-support queue, include only selected configuration questions and the current troubleshooting guide. Avoid exposing unrelated conversations in the private draft report.

Check Intercom's actual tools through [integrations](/integrations). If conversation-part reads are unavailable, provide an approved transcript or authorize a browser review. Read access does not prove native reply or assignment actions, and a draft should remain clearly unsent.

## A complete example brief

> At 9 AM America/Los_Angeles, review the selected Intercom setup-support conversations and approved troubleshooting guide. Return a private draft queue with conversation ID and link, latest customer message time, relevant prior promises, source-backed answer, proposed reply, and escalation question when needed. Do not send replies, close conversations, or assign teammates. Deliver to me for support-lead review. Reconcile the conversation parts and refresh each latest customer message before labeling its draft ready for review.

This example is illustrative. The assistant should not invent troubleshooting steps, promise a fix date, or confirm account changes without supporting evidence.

## Define the expected draft packet

An example item might say: “Customer asks why setup remains incomplete; prior message promised a status check; account state unavailable; draft acknowledges the question and asks the support owner to verify the missing state.” That is safer and more useful than a confident answer based on documentation alone.

Keep internal notes distinct from text intended for the customer. Sensitive operational detail can belong in the review packet without appearing in the proposed external reply. Include the intended recipient and channel only when verified from the conversation.

## Reconcile changes before sending

A new customer reply can invalidate a draft. Before any later authorized send, reread the conversation and compare the latest message identity and time with the reviewed packet. Revise the draft rather than sending an answer to a superseded question.

Permissions, partial conversation retrieval, and inaccessible attachments should stay visible. A missing part is a coverage gap, not permission to infer what happened. If supported sending is authorized, preserve the actual reply record and check its conversation association separately from the draft.

Use [Righthand connection permissions](https://docs.righthand.ai/guides/add-a-connection) for reviewed outward actions. Check [pricing](/pricing) for recurring support preparation and retain the support lead as the reply owner.