Intercom Daily Support Digest

Overview

This flow gives a daily, no-click readout of Intercom support health. Each morning at 08:00 it pulls conversation metrics — new, open, closed, average first-response and resolution times, CSAT, and open backlog by team — builds an HTML scorecard, posts it to a Teams support channel, and emails the support manager. It compares today's numbers against yesterday's snapshot (stored in Dataverse) and raises banners when the backlog is rising or first response is slipping.

Status: BUILT (CF-535) · Flow ships Off (demo). Going live needs only connection auth + env-var values.

Why it matters: Support health usually lives in dashboards nobody opens. A concise scorecard pushed to Teams and inbox makes trends visible and prompts action at standup.

Use Case

A support team wants a consistent morning summary of volume and response performance so standups focus on hotspots instead of pulling numbers by hand. The Dataverse snapshot also seeds a Power BI trend over time.

Flow Architecture

Environment Variables

Connectors & Connections

Connector	API name	Actions used
HHTTP	http	POST /conversations/search GET /teams
Microsoft Dataverse	shared_commondataserviceforapps	ListRecords CreateRecord
Microsoft Teams	shared_teams	PostMessageToConversation
Office 365 Outlook	shared_office365	SendEmailV2

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.

Schedule

Change the Daily Morning recurrence (hour/timezone) for a different readout time, or add a second afternoon run.

Thresholds

Tune flowlibs_BacklogBanner, flowlibs_IntercomSlaMinutes and flowlibs_DigestLookbackHours without touching logic.

Pagination

The searches fetch one page (150). For high-volume workspaces, add a Do-Until loop following Intercom's pages.next cursor.

True median

Replace the average composes with an Office Script / Azure Function sort step if a median is required.

Per-agent leaderboard

Add a group-by on admin_assignee_id (same pattern as the by-team loop) for resolved-per-agent.

Power BI

Point a dataset at flowlibs_intercomsupportsnapshots for a historical trend dashboard.

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_DigestLookbackHours')),3600))

if(greater(variables('varCntFRT'),0), div(div(variables('varSumFRT'),variables('varCntFRT')),60), 0)

if(greater(variables('varCntRated'),0), div(mul(variables('varCntSat'),100),variables('varCntRated')), 0)

if(greater(outputs('Compose_Open_Count'), variables('varBacklogThreshold')), 'RED', 'GREEN')

union(body('Select_Team_Ids'), body('Select_Team_Ids'))

and(equals(item()?['state'],'closed'), greater(coalesce(item()?['statistics']?['last_close_at'],0), variables('varSinceUnix')))

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