Intercom Incident Runbook

Overview

Rapid incident response procedures for Intercom-related outages.

Prerequisites

• Access to Intercom dashboard and status page
• kubectl access to production cluster
• Prometheus/Grafana access
• Communication channels (Slack, PagerDuty)

Severity Levels

Quick Triage

# 1. Check Intercom status
curl -s https://status.intercom.com | jq

# 2. Check our integration health
curl -s https://api.yourapp.com/health | jq '.services.intercom'

# 3. Check error rate (last 5 min)
curl -s localhost:9090/api/v1/query?query=rate(intercom_errors_total[5m])

# 4. Recent error logs
kubectl logs -l app=intercom-integration --since=5m | grep -i error | tail -20

Decision Tree

Intercom API returning errors?
├─ YES: Is status.intercom.com showing incident?
│   ├─ YES → Wait for Intercom to resolve. Enable fallback.
│   └─ NO → Our integration issue. Check credentials, config.
└─ NO: Is our service healthy?
    ├─ YES → Likely resolved or intermittent. Monitor.
    └─ NO → Our infrastructure issue. Check pods, memory, network.

Immediate Actions by Error Type

401/403 - Authentication

# Verify API key is set
kubectl get secret intercom-secrets -o jsonpath='{.data.api-key}' | base64 -d

# Check if key was rotated
# → Verify in Intercom dashboard

# Remediation: Update secret and restart pods
kubectl create secret generic intercom-secrets --from-literal=api-key=NEW_KEY --dry-run=client -o yaml | kubectl apply -f -
kubectl rollout restart deployment/intercom-integration

429 - Rate Limited

# Check rate limit headers
curl -v https://api.intercom.com 2>&1 | grep -i rate

# Enable request queuing
kubectl set env deployment/intercom-integration RATE_LIMIT_MODE=queue

# Long-term: Contact Intercom for limit increase

500/503 - Intercom Errors

# Enable graceful degradation
kubectl set env deployment/intercom-integration INTERCOM_FALLBACK=true

# Notify users of degraded service
# Update status page

# Monitor Intercom status for resolution

Communication Templates

Internal (Slack)

🔴 P1 INCIDENT: Intercom Integration
Status: INVESTIGATING
Impact: [Describe user impact]
Current action: [What you're doing]
Next update: [Time]
Incident commander: @[name]

External (Status Page)

Intercom Integration Issue

We're experiencing issues with our Intercom integration.
Some users may experience [specific impact].

We're actively investigating and will provide updates.

Last updated: [timestamp]

Post-Incident

Evidence Collection

# Generate debug bundle
./scripts/intercom-debug-bundle.sh

# Export relevant logs
kubectl logs -l app=intercom-integration --since=1h > incident-logs.txt

# Capture metrics
curl "localhost:9090/api/v1/query_range?query=intercom_errors_total&start=2h" > metrics.json

Postmortem Template

## Incident: Intercom [Error Type]
**Date:** YYYY-MM-DD
**Duration:** X hours Y minutes
**Severity:** P[1-4]

### Summary
[1-2 sentence description]

### Timeline
- HH:MM - [Event]
- HH:MM - [Event]

### Root Cause
[Technical explanation]

### Impact
- Users affected: N
- Revenue impact: $X

### Action Items
- [ ] [Preventive measure] - Owner - Due date

Instructions

Step 1: Quick Triage

Run the triage commands to identify the issue source.

Step 2: Follow Decision Tree

Determine if the issue is Intercom-side or internal.

Step 3: Execute Immediate Actions

Apply the appropriate remediation for the error type.

Step 4: Communicate Status

Update internal and external stakeholders.

Output

• Issue identified and categorized
• Remediation applied
• Stakeholders notified
• Evidence collected for postmortem

Error Handling

Examples

One-Line Health Check

curl -sf https://api.yourapp.com/health | jq '.services.intercom.status' || echo "UNHEALTHY"

Resources

• Intercom Status Page
• Intercom Support

Next Steps

For data handling, see intercom-data-handling.