Intercom core workflow a

Intercom Contacts & Contact Management

Overview

Primary workflow for managing Intercom contacts. Covers creating users and leads, searching with filters, updating custom attributes, merging leads into users, and listing segments. This SKILL.md gives you the high-level workflow and the first example; drill into references/implementation.md for the full step-by-step code and references/examples.md for end-to-end flows.

Prerequisites

• Completed intercom-install-auth setup
• Understanding of Intercom contact model (users vs leads)
• Valid API credentials with contacts read/write scope

Instructions

The contact workflow is six operations against the intercom-client SDK. Instantiate the client once, then call the operation you need:

import { IntercomClient } from "intercom-client";

const client = new IntercomClient({
  token: process.env.INTERCOM_ACCESS_TOKEN!,
});

// Create an identified user (has external_id)
const user = await client.contacts.create({
  role: "user",
  externalId: "customer-9001",
  email: "[email protected]",
  name: "Alice Johnson",
  customAttributes: { plan: "enterprise" },
});

The six operations, in the order you typically reach for them:

1. Create contacts — contacts.create with role: "user" (identified, needs externalId) or role: "lead" (anonymous).
2. Search contacts — contacts.search with a single filter or a compound AND/OR query, plus pagination and sort.
3. Update a contact — contacts.update by contactId to change name or custom attributes.
4. Merge a lead into a user — contacts.merge({ from: leadId, into: userId }); the lead's conversations, events, and tags transfer to the user.
5. List segments — contacts.listSegments({ contactId }) to see which segments a contact belongs to.
6. Paginate all contacts — contacts.list with startingAfter cursor to stream the full contact base.

Full code for every step, including compound-search filters and the async-generator pagination helper, is in references/implementation.md.

Output

Each operation returns a typed response from the SDK:

• create / update — a single contact object: { type: "contact", id, role, email, name, customAttributes, created_at, ... }. The id is the Intercom-generated handle you pass to later calls.
• search — { data: Contact[], totalCount, pages }. Iterate data; read totalCount for the match count; use pages.next.startingAfter to page.
• merge — the surviving user contact (the into target); the from lead is deleted.
• listSegments — { data: Segment[] }, each { id, name }.
• list — one page { data: Contact[], pages }; follow pages.next.startingAfter until it is absent.

Contact Data Model

Field	Type	Description
id	string	Intercom-generated unique ID
external_id	string	Your system's user ID
role	"user" or "lead"	Contact type
email	string	Email address
name	string	Full name
phone	string	Phone number
custom_attributes	object	Custom key-value data
created_at	number	Unix timestamp
last_seen_at	number	Last activity timestamp
signed_up_at	number	Signup timestamp
tags	object	Applied tags list
companies	object	Associated companies
location	object	GeoIP location data

Error Handling

Error	HTTP Code	Cause	Solution
not_found	404	Contact ID doesn't exist	Verify with search first
conflict	409	Duplicate external_id or email	Search before creating
parameter_invalid	422	Bad field value or missing required field	Check field types and names
rate_limit_exceeded	429	Over 10,000 req/min (private apps)	Add backoff, batch operations
merge_not_possible	400	Merging user into lead (reversed)	from must be lead, into must be user

Examples

Quick create-then-search flow:

const user = await client.contacts.create({
  role: "user",
  externalId: "customer-9001",
  email: "[email protected]",
  name: "Alice Johnson",
});

const found = await client.contacts.search({
  query: { field: "email", operator: "=", value: "[email protected]" },
});
console.log(`Found ${found.totalCount} match(es)`);

Three fuller worked flows — lead-to-user lifecycle, segmenting recent enterprise signups, and streaming every contact for an export — are in references/examples.md.

Resources

• Contacts API
• Search Contacts
• Merge Contacts
• Contact Guides

Next Steps

For conversation management (creating, replying to, and searching conversations), see the companion skill intercom-core-workflow-b, which builds on the contact IDs produced by this workflow.