The Scenario
You lead support at a 60-person SaaS company. Every Monday morning you run a triage meeting where the team decides which open conversations to prioritize. The data for that meeting lives in Intercom. The meeting happens in a Google Sheet that everyone can see and sort.
This is the third Monday in a row you have tried to pull an Intercom conversation export and gotten a CSV that does not have the columns you actually need.
The bad version:
- Export Intercom conversations to CSV, open the file, discover the "tags" column is a semicolon-delimited blob that spreadsheet software treats as one long string.
- Spend 15 minutes splitting the tag column, renaming headers to match what the team expects, and deleting the 9 columns nobody uses.
- Send the file to the team in Slack, only to realize you forgot to filter for conversations assigned to your team only — the export has everyone's queue.
Triage starts in 20 minutes and the sheet is not ready.
The Easy Way: One Prompt in SheetXAI
SheetXAI is an AI agent that lives inside your Google Sheet. It connects to Intercom and pulls exactly the data you ask for, formatted how you need it.
Search Intercom for all open conversations assigned to team "Support" and write them to this sheet starting at row 2 — include conversation ID, contact email, subject, created date, and tags in separate columns A through E.
What You Get
- Every open conversation in the Support team queue written to the sheet, one row per conversation.
- Tags expanded into column E as a comma-separated list — not a blob.
- Conversation ID in column A, contact email in column B, subject line in column C, created date in column D.
- Rows sorted by created date ascending so the oldest conversations appear at the top for immediate triage priority.
What If the Data Is Not Quite Ready
You need unassigned conversations too
Your triage also covers the inbox of conversations that have not been claimed yet.
Write all open Intercom conversations that are either assigned to team "Support" or unassigned — include conversation ID, contact email, first message snippet, assigned team (or "unassigned"), and created timestamp — to this sheet starting at row 2.
You need to flag conversations that have been open more than 72 hours
The team marks anything over three days as escalation-tier.
Pull all open Support team conversations from Intercom and write them to this sheet — add a column F called "Escalate" and mark it "yes" for any conversation where the created date is more than 72 hours ago, otherwise leave it blank.
Conversations span multiple teams and you need them merged
You cover both the Support and Onboarding queues and need one consolidated sheet.
Export all open conversations assigned to team "Support" or team "Onboarding" from Intercom — write them all to this sheet with conversation ID, contact email, assigned team, subject, and created date — sort by team first, then by created date.
Pull the data, flag escalations, and compute age in one shot
You want everything ready for the triage meeting without any post-import cleanup.
Fetch all open Intercom conversations in the Support queue, write to this sheet with columns for conversation ID, contact email, subject, tags, created date, and age in hours (computed from now) — mark any row older than 72 hours as "escalate" in a final column, and sort by age descending.
One prompt covers the pull, the age math, and the escalation flag together.
Try It
Get the 7-day free trial of SheetXAI and open the Google Sheet you use for triage meetings — then ask it to pull this week's Intercom open conversations directly. For building on what you have here, see the spoke on bulk-assigning conversations and the Intercom hub overview.