Configuring Intercom skills for your agent
Updated June 14, 2026
Overview
Skills extend what the AI can do inside Intercom beyond just replying. They are configured on the Skills page and appear as tools the AI can call during a conversation.
Available Intercom skill types
Assign to Admin
Routes the conversation to a specific Intercom admin. Configure one skill per admin you want the AI to be able to route to, with a description that tells the AI when to use it (e.g. "Assign when the customer has a billing dispute"). The conversation is also marked Escalated so the AI stops responding after assignment. The admin's numeric Intercom ID is required — this is shown in the admin dropdown on the skill creation form, which fetches live from your workspace.
Assign to Team
Routes the conversation to an Intercom team inbox. Same pattern as admin assignment, but uses a team ID instead. The team dropdown on the form is populated from your workspace. Use this when you want to route to a group (e.g. Billing Team, Technical Support) rather than a specific person.
Tag Conversation
Applies one or more Intercom tags to the current conversation. Intercom will create the tag if it doesn't already exist. Tags appear on the conversation in the Intercom inbox and can be used for filtering, reporting, and routing rules. Enter tags as a comma-separated list on the skill form.
Set Conversation Status
Changes the conversation state to Open, Closed, or Snoozed. Closing a conversation also marks it as Resolved in Inquiru's database. Use the description to tell the AI when to use this skill — e.g. "Close the conversation when the customer's question has been fully answered and they have confirmed they don't need anything else."
Add Internal Note
Adds a private note to the Intercom conversation — visible only to your team in the Intercom inbox, never to the customer. The AI generates the note content at call time based on what you specify in the skill description.
Assigning skills to agents
Per-agent skill access
By default, all active Intercom skills are available to all agents. To restrict which skills a specific agent can use, open that agent's settings page (Agents → [agent name] → Skills) and toggle the skills you want it to have access to. This is useful if you have multiple AI agents covering different teams and only certain agents should be able to assign to certain teams or admins.