Intercom Incident Runbook

Overview

Rapid incident response procedures for Intercom integration failures. The runbook takes you from alert to resolution in four phases — triage, decision, mitigation, and postmortem — with HTTP-status-code-driven branching so you always know whether the fault is yours or Intercom's. High-level workflow lives here; the full copy-paste scripts and templates live in references/.

Prerequisites

• INTERCOM_ACCESS_TOKEN exported in your shell (a workspace admin token).
• curl and jq installed for API + status-page probing.
• kubectl access to the deployment running your Intercom integration (for restarts).
• Access to your secret manager (e.g. AWS Secrets Manager) to rotate a compromised token.
• Developer Hub access for the Intercom app, or a path to escalate to a workspace admin.

Severity Levels