Intercom shadow mode
Compare Jake's responses against real Intercom conversations without sending anything
Intercom shadow mode
TL;DR: Open Settings → Connections → Customer data → Intercom → Connect. Jake privately generates responses to your real conversations so you can compare quality.
What it does
- Imports Intercom contacts
- Receives new conversation events
- Runs the published agent privately (tools disabled)
- Stores Jake's draft beside the actual response
- Lets you mark Jake, Tie, or Intercom as better
What it can't do
Cannot send replies to customers. Cannot execute tools. These are hard safety boundaries.
Use the comparisons
When Jake loses, ask why: missing source? Unclear authority? Weak voice? Wrong routing? Fix it, test in Playground, publish.
Shadow mode is deliberately separate from any future live Intercom mode.