Multi-Channel Customer Communication Hub

Hard~20h estimatedSaaSE-commerceHospitality

Slack MCP ServerGmail MCP ServerTwilio MCP ServerIntercom MCP Server

The Challenge

Business Problem

Customers reach out through multiple channels and expect consistent, timely responses. Managing separate inboxes leads to missed messages, duplicate responses, and inconsistent tone.

The Approach

Solution Overview

Connect Slack, Gmail, Twilio, and Intercom MCP Servers to create a unified inbox where an AI agent triages, responds to simple queries, and escalates complex issues to human agents.

Step-by-Step

Implementation Steps

Connect Communication Channels

Set up MCP Servers for each channel: Slack, Gmail, Twilio SMS, and Intercom live chat.

Build Unified Inbox

Create an agent that monitors all channels and normalizes messages into a common format.

Implement Auto-Response

For common questions (hours, pricing, status), auto-respond with accurate, channel-appropriate messages.

Route Complex Issues

Escalate questions that need human judgment to the right team member via their preferred channel.

Code

Code Examples

typescript

Channel Router

async function routeMessage(msg) {
  const intent = classifyIntent(msg.text);
  if (AUTO_RESPOND_INTENTS.includes(intent)) {
    const response = getAutoResponse(intent);
    await replyOnChannel(msg.channel, msg.id, response);
  } else {
    await slack.sendMessage({ channel: '#support-escalation', text: formatEscalation(msg) });
  }
}

Overview

ComplexityHard

Estimated Time~20 hours

Tools Used

Slack MCP ServerGmail MCP ServerTwilio MCP ServerIntercom MCP Server

Industry

SaaSE-commerceHospitality

ROI Metrics

Time Saved25 hours/week

Cost Reduction50% reduction in response time

Efficiency Gain60% of queries auto-resolved