close_conversation · Intercom MCP Server MCP: Risk & Policy

WHAT IT DOES

What close_conversation does on Intercom MCP Server

AI agents use close_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.

WHY IT NEEDS A POLICY

Why close_conversation needs a policy

The tool changes conversation status, which is a data modification operation. It is reversible (conversations can be reopened or modified), so it does not qualify as Destructive. The action itself has no direct financial impact. While it affects support workflows, it is fundamentally a Write operation that updates an existing record's state.

From the tool's definition Tool description states 'close (resolve) an open Intercom conversation', which modifies the state of a conversation from open to closed/resolved. This is a reversible state change (conversations can be reopened), not an irreversible deletion.

Attacks that exploit this kind of access

Recommended rule Ready

Verdict

close_conversation Rate-limited

close_conversation stays usable, but capped — an agent stuck in a loop can't make hundreds of changes a minute. Everything else on the server is denied unless you say otherwise.

View as policy code

policy.json

{
  "version": "1",
  "default": "deny",
  "tools": {
    "close_conversation": {
      "limits": [
        {
          "counter": "close_conversation_rate",
          "window": "minute",
          "max": 30,
          "scope": "grant"
        }
      ]
    }
  }
}

LIMIT THIS TOOL →

Instant setup, no code required.

PolicyLayer is an MCP gateway: every tool call is checked against your rule before it reaches Intercom MCP Server, so you can run agents against it safely.

FAQ

Questions about close_conversation

What does the close_conversation tool do? +

Use this tool to close (resolve) an open Intercom conversation. Call it when a customer. 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.

How do I enforce a policy on close_conversation? +

Register the Intercom MCP Server MCP server in PolicyLayer and add a rule for close_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.

What risk level is close_conversation? +

close_conversation is a Write tool with medium risk. Write tools should be rate-limited to prevent accidental bulk modifications.

Can I rate-limit close_conversation? +

Yes. Add a rate_limit block to the close_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.

How do I block close_conversation completely? +

Set action: deny in the PolicyLayer policy for close_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.

What MCP server provides close_conversation? +

close_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.