Use this tool to assign an Intercom conversation to a specific admin or team. Call it when a conversation needs to be routed to the right person or department — for example, escalating a billing issue to the accounts team, or routing a technical question to a senior support agent. You must provid...
AI agents use assign_conversation to create or update resources in Intercom MCP Server — usually the action step of a workflow, after the agent has gathered context. Every call changes real data in your Intercom MCP Server environment.
This tool creates or modifies data (conversation assignments) without permanently deleting or destroying information. The effect is reversible: a conversation can be reassigned. While it affects workflow state, it does not execute code, move money, or irreversibly destroy data. Write category applies to tools that create or modify data reversibly.
From the tool's definition Tool description explicitly states it 'assign[s] an Intercom conversation' and 'route[s]' conversations. This modifies conversation metadata (the assignment state) reversibly—reassigning a conversation to a different admin or team reverses the prior…
Risk signalsAdmin/system-level operation
Attacks that exploit this kind of access
Use this tool to assign an Intercom conversation to a specific admin or team. Call it when a conversation needs to be routed to the right person or department — for example, escalating a billing issue to the accounts team, or routing a technical question to a senior support agent. You must provide the conversation ID and either an admin ID or a team ID to assign to. It is categorised as a Write tool in the Intercom MCP Server MCP Server, which means it can create or modify data. Consider rate limits to prevent runaway writes.
Register the Intercom MCP Server MCP server in PolicyLayer and add a rule for assign_conversation: allow, deny, rate-limit, or require approval. Point your MCP client at the PolicyLayer proxy URL and the rule is enforced on every call, before it reaches Intercom MCP Server. Nothing to install.
assign_conversation is a Write tool with medium risk. Write tools should be rate-limited to prevent accidental bulk modifications.
Yes. Add a rate_limit block to the assign_conversation rule in your PolicyLayer policy. For example, setting max: 10 and window: 60 limits the tool to 10 calls per minute. Rate limits are tracked per agent session and reset automatically.
Set action: deny in the PolicyLayer policy for assign_conversation. The AI agent will receive a policy violation error and cannot call the tool. You can also include a reason field to explain why the tool is blocked.
assign_conversation is provided by the Intercom MCP Server MCP server (shackletonanalytics/intercom-mcp-server). PolicyLayer sits as a proxy in front of this server to enforce policies before tool calls reach the server.
Every MCP server has a record like this.
Type a name, get the same breakdown: verified identity, auth posture, risk grade, capabilities, recommended policy.
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