Does closing the Plane work item reply to the customer in Intercom?

No. This recipe is one direction, Intercom to Plane, and create-only. Closing the loop back to the customer would be a separate step that reads the work item's state and posts a reply on the original conversation.

How does it avoid filing the same conversation twice?

By storing the Intercom conversation ID next to the Plane work item it created. Each run searches current conversations, drops the ones already mapped, and only files the remainder.

Can it run without someone kicking it off?

It runs on the schedule you give it. Intercom responds to the agent's search, it doesn't notify Plane on its own, so you choose the cadence and the agent reads then writes on that beat.

IntercomPlane

Create Plane work items from Intercom conversations

A Intercom + Plane agent flow

Support lives in Intercom; engineering plans in Plane. A customer reports a real bug in a conversation, the support rep nods, promises a fix, and the thread scrolls away. Nobody files it, so the bug never reaches a sprint. This recipe makes the handoff explicit: your agent searches Intercom for conversations that look like engineering work and opens a work item in Plane for each one. It calls search_conversations with a query you tune, say open threads tagged bug or mentioning a crash, reads back the conversation summary, and calls create_work_item in the project your team triages from, carrying the customer's report and a link back to the Intercom thread. Intercom answers on request, so the agent runs on a cadence you set, hourly or twice a day, and only matching conversations turn into work items.

The flow

Intercomsearch_conversations

Searches conversations using a query to find relevant support threads.

Planecreate_work_item

Creates a new work item.

Step by step

Define which conversations are engineering work
Give the agent an Intercom query that isolates bug-shaped threads: a tag like 'bug', a state of open, or keywords your team uses. The narrower the query, the fewer false work items land in Plane.
Search and read the threads
The agent calls search_conversations with that query and gets back the matching threads. For each, it can call get_conversation to pull the full message history before deciding it's worth filing.
Open a Plane work item
It calls create_work_item in the target project with a title drawn from the customer's report, a description that quotes the relevant message and links the Intercom conversation, and a label or priority if you map one.
Remember what's already filed
Store each Intercom conversation ID against the Plane work item it created. On the next run, the agent skips conversations that already have an item so a long-lived thread isn't filed twice.

Tell your agent

Twice a day, search Intercom for open conversations tagged 'bug'. For each one that doesn't already have a Plane work item, create a work item in the Triage project with a title summarizing the issue, a description quoting the customer's message and linking the Intercom conversation, and the 'from-support' label. Don't refile conversations you've already turned into work items.

Setup

This flow needs both servers connected to your agent. Follow each install guide:

Intercom install guide Plane install guide

Worth knowing

create_work_item needs the Plane workspace slug and project ID, plus a state and label ID if you set those. Resolve them once with list_projects, list_states, and list_labels and pass IDs, since the tool won't take a state or label by name.
search_conversations returns matching threads but not always the full message body in one shot. Have the agent call get_conversation for the threads it intends to file so the work item carries the real customer wording, not just a snippet.
Intercom search ranks by relevance, not strictly by recency, so don't assume the first page is the newest. Page through and filter by your own last-seen timestamp if you only want conversations since the previous run.

Questions

Does closing the Plane work item reply to the customer in Intercom?: No. This recipe is one direction, Intercom to Plane, and create-only. Closing the loop back to the customer would be a separate step that reads the work item's state and posts a reply on the original conversation.
How does it avoid filing the same conversation twice?: By storing the Intercom conversation ID next to the Plane work item it created. Each run searches current conversations, drops the ones already mapped, and only files the remainder.
Can it run without someone kicking it off?: It runs on the schedule you give it. Intercom responds to the agent's search, it doesn't notify Plane on its own, so you choose the cadence and the agent reads then writes on that beat.