The Scenario
A new support manager started this week. Her first task is to sort out an inbox full of unassigned conversations — 50 of them — that piled up while the previous manager's position was vacant. She has an Excel workbook that the outgoing manager left: column A is conversation ID, column B is the admin email who should take each one.
She has never used Intercom's admin console and does not want to spend her first week clicking through 50 individual conversation assignment menus.
The bad version:
- Open Intercom, search for the first conversation ID, open the conversation, find the assignment dropdown in the right panel, search for the admin by name, click assign.
- Go back to the workbook. Find the next conversation ID. Repeat 49 times.
- Realize at row 20 that some admin names in the workbook do not match Intercom admin display names exactly — "Alex T." is how the workbook has it, but Intercom has "Alexandra Torres."
Her first week should be spent learning the product, not doing data entry.
The Easy Way: One Prompt in SheetXAI
SheetXAI is an AI agent that lives inside your Excel workbook. It reads each row and assigns the Intercom conversation to the specified admin or team.
For each row in this workbook (columns: Conversation ID, Admin Email), assign the Intercom conversation to the admin with the matching email — write the assignment result to column C.
What You Get
- Each conversation assigned to the admin whose email matches column B.
- "assigned" written to column C for successful assignments.
- "admin_not_found" or "conversation_not_found" written with a description for rows that could not be processed.
- Assignments complete in sequence — you can watch column C update as each one goes through.
What If the Data Is Not Quite Ready
Some rows reference a team name instead of an admin email
About a dozen conversations should go to a team queue, not a specific person.
For each row in this workbook, if column B contains an "@" symbol, assign the conversation to the admin with that email; otherwise treat column B as a team name and assign to that team — write "assigned_to_admin", "assigned_to_team", or "error" to column C.
A few conversation IDs in the workbook do not exist in Intercom
The outgoing manager may have already closed some of these.
Assign each conversation from this workbook — column A is conversation ID, column B is admin email — if a conversation is already closed or does not exist, write "skipped_closed" or "not_found" to column C instead of erroring.
You need to add an assignment note when assigning each conversation
The team convention is to leave a short note when reassigning so the new admin knows context.
For each row in this workbook, assign the Intercom conversation (column A) to the admin (column B) and add an internal note that says "Reassigned from general inbox during onboarding backlog cleanup" — write "assigned_with_note" or "error" to column C.
Assign, add notes, handle team vs. admin logic, and log a summary in one operation
You want the new manager to hand her manager a clean status report at end of day.
Process each row — if column B contains "@" assign to that admin email, otherwise assign to that team name — add an internal note "Reassigned: onboarding backlog cleanup" to each conversation, write "assigned_admin", "assigned_team", or "error" to column C, and add a summary below showing totals for each outcome.
Try It
Get the 7-day free trial of SheetXAI and open any Excel workbook with a list of conversation IDs and their designated owners — ask it to run the bulk assignment in one shot. For pulling the full conversation list before triaging, see the export-open-conversations spoke and the Intercom hub overview.