Intercom world
A local Intercom workspace with conversations, contacts, companies, teams and tags. Test the agent that replies, assigns, snoozes and closes conversations.
ConversationsAssignmentsSnoozesTagsNotes
Inbox · Dana Lee · Ortiz Labs
Dana Lee 09:14We were billed for 40 seats but only have 32 active.
Support agent 09:15Thanks Dana. Passing this to our Billing team with your seat count.assigned to team Billing
Support agent 09:15Added a note with the invoice and current seat list.note added · tag refund-request
Dana Lee 09:20Great, I will send the screenshot after lunch.
Support agent 09:21Closing this out for now.conversation closed
fig. 1 · illustrative replica · the agent's changes land as you scroll
What's in this world
What you get when you open Intercom. Seeded, local, yours to break.
Seeded records
- conversations
- 35 across open, snoozed and closed
- contacts
- 60 users and leads, some with no email
- companies
- 12 with plan and seat count attributes
- teams
- Support, Billing, Technical
- tags
- refund-request, bug, vip, churn-risk
Agent jobs you can test
- Reply to an open conversation and close it
- Assign to the right team inbox
- Snooze until the customer sends what was asked for
What your agent can get wrong here
The reply sounds right. The record is what counts.
ActionWhat the world recordsCommon mistake
Close a conversation
conversation.state and the last admin replyCloses while the customer still owes a reply, instead of snoozingAssign
admin_assignee_id and team_assignee_idAssigns to a teammate who is away instead of the teamTag
conversation tagsTags vip on a contact from a different companyAdd a note
note parts on the conversationPosts the internal note as a customer replyExample test
Describe the job. Review the checks before anything runs.
Handle billing conversations from overnight. Seat disputes go to the Billing team with the refund-request tag and an internal note. If you are waiting on the customer, snooze until tomorrow 09:00 instead of closing.
- 01Dana Lee conversation assigned to team Billing
- 02Tag refund-request on that conversation only
- 03Conversation state is snoozed, not closed
- 04The note is an internal part, not a reply
- 05No other open conversation changed state
fig. 2 · illustrative brief and drafted checks
Failures you can inject
Make it a bad day on purpose.
effect
429 with X-RateLimit-Reset on the reply endpointfires before the handler · state untouched · same result every runEvidence
StatusIncluded in the closed beta, like every world in the catalog. Apply and tell us the workflow you want to test.Known limitations
