slug: intercom
provider: Intercom
generated_by: planning/capability-mapping/scripts/classify_capabilities.py
model: claude-opus-5
frame:
- Telecommunications
min_confidence: 0.7
capability_model:
  source: https://github.com/vincentmakes/turbo-ea-capabilities
  license: CC-BY-4.0
  attribution: Turbo EA Capabilities by Vincent Verdet — Turbo EA, https://github.com/vincentmakes/turbo-ea-capabilities,
    CC BY 4.0
  notice: NOTICE
edge_count: 5
edges:
- tag: Contacts
  spec_file: intercom-contacts-api-openapi.yml
  capability_id: BC-420.10
  capability_id_l1: BC-420
  capability_name: Customer Data Management
  confidence: 0.8
  evidence: POST /contacts  createContact  Create a contact; GET /contacts/{contact_id}  getContact  Retrieve
    a contact
  reason: Create/retrieve/list of customer contact records on a customer service platform is customer
    master data management.
- tag: Conversations
  spec_file: intercom-conversations-api-openapi.yml
  capability_id: BC-430.10
  capability_id_l1: BC-430
  capability_name: Customer Inquiry Management
  confidence: 0.8
  evidence: GET /conversations  listConversations; POST /conversations  createConversation
  reason: Conversations on an AI-powered customer service Help Desk/Messenger are inbound customer support
    contacts, matching Customer Inquiry Management.
- tag: Segments
  spec_file: intercom-segments-api-openapi.yml
  capability_id: BC-420.20
  capability_id_l1: BC-420
  capability_name: Customer Segmentation Management
  confidence: 0.8
  evidence: 'GET /segments  listSegments; schema: Segment'
  reason: Segments in Intercom are defined groupings of contacts/companies, which is customer segmentation;
    only read access is exposed, hence not full confidence.
- tag: Companies
  spec_file: intercom-companies-api-openapi.yml
  capability_id: BC-420.10
  capability_id_l1: BC-420
  capability_name: Customer Data Management
  confidence: 0.75
  evidence: GET /companies  listCompanies; POST /companies  createOrUpdateCompany  Create or update a
    company
  reason: Company records in Intercom are customer account master records maintained for support and engagement,
    i.e. customer data management.
- tag: Articles
  spec_file: intercom-articles-api-openapi.yml
  capability_id: BC-430.40
  capability_id_l1: BC-430
  capability_name: Self-Service Management
  confidence: 0.72
  evidence: GET /articles  listArticles  List articles; POST /articles  createArticle  Create an article
  reason: Intercom articles are Help Center content published for customer self-service on the Help Desk
    platform, matching Self-Service Management (knowledge base). Could alternatively be read as knowledge
    management, hence moderate confidence.