Subscriptions and fulfilment inside the support agent's sidebar

Support agents were switching between Intercom, the subscription platform and the fulfilment system to answer routine questions. The client wanted agents to see everything about a customer in one place and to act on subscriptions without leaving the conversation.

Two Intercom sidebar apps. One shows the customer's Loop subscription, schedule and order history, with actions to skip, place or reschedule an order, each behind a confirmation step. The other resolves the customer's email to a Shopify order and shows Mintsoft fulfilment, parcels and courier tracking.

Around them sit a contact-form middleware that validates submissions, blocks spam, uploads attachments and catches duplicates by searching existing tickets, and a help-centre sync that mirrors Intercom articles into Shopify so the store's own help pages never drift.

Every inbound webhook is verified with a timing-safe signature check and answered with a deliberate status code, so the platform retries exactly when it should. Only read requests are retried, with exponential backoff and jitter; writes never are, which is how nothing fires twice.

Secrets live in one typed loader and never reach an error message. The test suite blocks all real network access, so no test can trigger a live write. Version 1.0 went out within two days with 289 tests, and the suite has grown to 512 with the later features.

Before the client's Fin AI agent went live we ran it through 50 scripted customer questions and 19 adversarial and privacy tests. The scripted run scored 29 good, 15 acceptable and 6 poor answers, and the adversarial run found an impersonation gap that was fixed before launch.