Intercom SLA & Automation Setup

Our enterprise-grade SaaS support desk already runs on Intercom. What’s missing is a fully structured, metrics-driven back office: the right queues, rock-solid SLAs, and the automations that keep everything humming.

Here’s the scope I need completed within the next month:

• Configure ticket assignment automation that instantly routes new conversations to the correct queue and agent based on product area, customer tier, and sentiment.
• Build response-time automation that monitors first-reply and resolution windows, triggering alerts or escalations before a breach occurs.
• Implement priority-tagging automation so critical clients and issues surface to the top, complete with visual cues and workflow actions.
• Define SLAs and underlying KPIs—first reply, next reply, resolution, CSAT—and set violation rules with notifications.
• Set up clear ticketing queues for L1, L2, and engineering hand-offs, plus dashboards that track live performance against targets.
• Document every rule, tag, and trigger so internal admins can maintain it going forward.

A strong track record of doing this inside Intercom, especially at scale for SaaS companies, is essential. In your proposal focus on your relevant experience—show me where you’ve handled similar automations, SLA frameworks, or KPI dashboards.

All configuration must be tested in both staging and production workspaces, with changes rolled out in an orderly, low-risk manner. Once everything meets the defined SLA thresholds and alerts fire correctly, the project is done.