Intercom Conversation to Case Bridge

Overview

This solution bridges Intercom live-chat support into Dataverse as the system of record. When a conversation is tagged for escalation, Flow A creates a tracked Dataverse case, posts it to a Microsoft Teams support channel, and writes an internal note back into the Intercom conversation with the case reference. When that conversation is later closed, Flow B flips the linked case to Resolved and notifies Teams. The Dataverse case table doubles as the dedup ledger, keyed on the Intercom conversation id, so nothing is processed twice and nothing is orphaned.

Why it matters: Chat conversations that need formal tracking get lost when copied by hand. Auto-creating a linked, two-way-synced case keeps the audit trail and surfaces escalations to the wider team while agents stay in Intercom.

Use Case

A support team uses Intercom for live chat but needs escalated conversations tracked as cases in Dataverse (the system of record), surfaced to the wider team in Teams, and kept in two-way status sync so closing the chat resolves the case automatically.

Flow Architecture

Environment Variables

Connectors & Connections

Connector	API name	Actions used
Intercom	shared_intercom	GetLead POST /conversations/search POST /conversations/{id}/reply
Microsoft Dataverse	shared_commondataserviceforapps	ListRecords CreateRecord UpdateRecord
Microsoft Teams	shared_teams	PostMessageToConversation

Note — All connections are referenced as solution connection references; the flow is portable between environments as long as a connection is mapped at import time.

Customization Guide

Almost every realistic variant of this flow can be implemented by changing environment variable values. A few cases require small edits inside the flow definition — those are called out explicitly below.

Escalation tag

Set flowlibs_EscalationTagId to your Intercom tag's id (and the display name). Find the id via GET /tags on the Intercom REST API.

AI summary

Summarize the transcript with Azure OpenAI before Create Case and store it in flowlibs_summary.

Priority mapping

Map Intercom priority (or specific tags) to a case-priority choice column.

Contact match

Link the case to an existing Dataverse contact/account by email instead of storing only the email string.

Poll cadence

Adjust the Recurrence interval and lookback minutes together (lookback >= poll interval to avoid gaps).

Real-time

If Intercom webhooks are available, replace Recurrence + search with a Request-triggered flow fed by an Intercom webhook.

Key Expressions

The flow is intentionally light on Power Fx / WDL gymnastics — the heaviest expressions are the branch-name concatenation and the approval outcome check. They are listed below in the order they appear in the flow.

@div(sub(ticks(utcNow()),621355968000000000),10000000)

@sub(variables('varNowUnix'), mul(int(parameters('EnvVar_LookbackMinutes')),60))

flowlibs_conversationid eq '{conversation id}'

flowlibs_conversationid eq '{id}' and flowlibs_status eq 'Open'

concat('https://app.intercom.com/a/inbox/', {workspaceId}, '/inbox/conversation/', {id})

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