Intercom VIP Customer Routing

Overview

This flow gives strategic accounts a fast-lane in Intercom. When a new conversation starts, it looks up the contact against a VIP list in Dataverse and, on a match, assigns the conversation to the dedicated VIP team, applies a VIP tag, posts an internal priority note on the conversation, and alerts the account manager in Microsoft Teams with the customer's context and a deep link.

Why it matters: VIP customers shouldn't wait in the general queue. Automatic detection and routing delivers white-glove handling without relying on an agent recognizing the account.

Use Case

A support/sales org with named strategic accounts wants their Intercom chats auto-prioritized to a senior team, with the account manager looped in. The VIP list lives in Dataverse so business owners can maintain it without touching the flow.

Flow Architecture

Environment Variables

Connectors & Connections

Connector	API name	Actions used
Intercom	shared_intercom	TrigNewConversation GetLead POST /conversations/{id}/parts POST /conversations/{id}/tags
Microsoft Dataverse	shared_commondataserviceforapps	ListRecords
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.

Match strategy

The VIP gate matches flowlibs_email or flowlibs_companydomain. Populate domains to catch any contact from a strategic account; populate emails for individual named contacts.

Entitlements

Add contract/SLA-tier columns to the VIP table and surface them in the AM alert and the priority note.

Tiered routing

Store a per-tier team id and pick the assignee dynamically instead of a single flowlibs_VipTeamId.

Auto-CC the AM

Add the account manager as a conversation participant via an extra POST /conversations/{id}/parts (assignment/admin).

Polling cadence

Adjust the trigger recurrence (default every 3 minutes) to your volume.

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.

@greater(length(body('Lookup_VIP')?['value']), 0)

@if(contains(coalesce(body('Get_Contact')?['email'],''),'@'), toLower(last(split(body('Get_Contact')?['email'],'@'))), '__none__')

flowlibs_email eq '<email>' or flowlibs_companydomain eq '<domain>'

@first(body('Lookup_VIP')?['value'])?['flowlibs_accountmanagername']

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