ClearWarden connects to your Intercom workspace to retrieve live conversation history, contact attributes, user event data, and account records before every support response.
ClearWarden governs every AI response before it reaches the customer — measuring accuracy per query category, gating automation where accuracy hasn't been proven, and logging the full decision trail for every interaction.
How It Works
Query received
Customer sends a query through the ClearWarden widget or a connected channel — account question, product query, or escalation.
Intercom connector called
ClearWarden calls the Intercom API — retrieving conversation history, contact attributes, user events, and company data relevant to this query.
Response generated
ClearWarden generates a contextualised response using the live Intercom data and your configured knowledge base. Historical context is present without the customer re-explaining.
ClearWarden evaluates
ClearWarden checks the Trust Score for this query category. Auto-sends if accuracy meets the threshold; routes to human review if not. Decision is logged.
Intercom Connector Capabilities
Live conversation history
ClearWarden retrieves the customer's recent Intercom conversation history before generating a response. Contextual answers reference prior interactions without requiring the customer to repeat themselves.
Contact attributes and user data
ClearWarden pulls Intercom contact attributes — plan, signup date, feature usage, custom properties — to contextualise responses based on who the customer actually is and what they have access to.
User event data
ClearWarden can retrieve Intercom user events to understand recent product behaviour. If a customer reports a problem with a feature they haven't used recently, the AI has that context before responding.
Company and account-level data
For B2B queries, ClearWarden retrieves Intercom company records — account tier, company size, associated contacts — to apply account-level routing rules and inform the response scope.
Segment and tag data
ClearWarden applies guidance rules based on Intercom segments and tags. VIP accounts, beta users, and churn-risk contacts can be configured for different escalation paths based on their Intercom classification.
Write-back: conversation notes and tags
ClearWarden can write notes and apply tags to Intercom conversations as part of a support interaction — capturing what the AI responded, what it retrieved, and whether the response was automated or reviewed. All write-backs are logged in the ClearWarden audit trail.
Common Queries
"I already reported this last week — why is it still happening?"
ClearWarden retrieves the customer's recent conversation history from Intercom. The response acknowledges the prior contact and addresses the current issue with full context — not a generic reply.
"I signed up for the beta — why can't I see the new feature?"
ClearWarden retrieves the contact's custom attributes and associated company data from Intercom to confirm beta enrollment status and feature access configuration.
"We're one of your larger enterprise accounts — can someone senior look at this?"
ClearWarden checks the company record and account tier in Intercom. If escalation rules apply for that account tier, the query routes to a senior agent before any AI response is sent.
"I cancelled last month but you're still charging me."
ClearWarden retrieves Intercom conversation history to find the cancellation interaction, then surfaces this for human review before any response is sent — billing disputes are gated by ClearWarden regardless of AI confidence.
"Can you remind me how to set up the integration I asked about?"
ClearWarden retrieves prior conversation context from Intercom, identifies the integration topic from the earlier exchange, and provides a grounded response from your configured knowledge base with that context included.
ClearWarden Govern
Connecting ClearWarden to Intercom solves the context problem — responses are grounded in live conversation history and contact data rather than generic replies. But contextual data does not guarantee response accuracy.
ClearWarden measures ClearWarden's accuracy in each query category — account queries, billing questions, escalation routing — and gates automation at the category level. Categories with lower accuracy or higher stakes route to human review before the customer receives any response.
Every Intercom connector call is logged in the audit trail — which endpoint was called, what parameters were sent, what Intercom returned, and how that data shaped the response.
Per-category Trust Score
Account queries, billing disputes, and escalation requests each have independent accuracy scores and automation thresholds.
Connector call audit trail
Every Intercom API call logged — endpoint, parameters, response, and how it influenced the AI output.
Human review queue
Responses that don't meet the accuracy threshold are held for agent review before the customer sees them.
Account-tier routing
High-value accounts and churn-risk contacts can be configured to route to human agents regardless of query type or AI accuracy.
Live conversation context in every response. ClearWarden governing what gets automated and what goes to review.