Brian Scanlan

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Evan | builder of stuff@Nagistakee·9h

@brian_scanlan @floinkus You should have a company blog, ask engineers to write a bit about their favourite skill etc. Ngrok has some amazing AI Dev stuff on their blog for instance.

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Ferruccio Balestreri@0xferruccio

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Brian Scanlan@brian_scanlan·2d

We've been building an internal Claude Code plugin system at Intercom with 13 plugins, 100+ skills, and hooks that turn Claude into a full-stack engineering platform. Lots done, more to do. Here's a thread of some highlights.

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Brian Scanlan@brian_scanlan·9h

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"Your org is a factory, the production line spits out Pull Requests, we need to understand and optimise the factory to maximise the throughput of PRs." @darraghcurran circa one year ago

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Inokentii Mykhailov@gregolsent

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Brian Scanlan@brian_scanlan·1d

@joship__ Pretty much that. Trial and error, and evals. Good example of when we had to use hooks to force behaviour here: x.com/gregolsent/sta…

Every skill Brian mentioned here is a battle of its own. Here're a few details on our PR creation skill and what it took to make it actually work. One of the biggest problems I noticed in early 2025 is that our AI-generated PR descriptions went to 💩

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Josh Ip@joship__·1d

@brian_scanlan Where do you decide to use hooks vs skills? We've only used hooks for moments where we <always want to do something> which has been useful

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Brian Scanlan@brian_scanlan·1d

@krider2010 Thank you Claire!

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Claire Knight@krider2010·1d

So much amazing stuff in this thread!

We've been building an internal Claude Code plugin system at Intercom with 13 plugins, 100+ skills, and hooks that turn Claude into a full-stack engineering platform. Lots done, more to do. Here's a thread of some highlights.

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Brian Scanlan@brian_scanlan·1d

@JackieBeegs I put that in so that Irish people would know that it wasn’t written by a bot! 😀

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Jack Bee@JackieBeegs·1d

We've been building an internal Claude Code plugin system at Intercom with 13 plugins, 100+ skills, and hooks that turn Claude into a full-stack engineering platform. Lots done, more to do. Here's a thread of some highlights.

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Des Traynor@destraynor·1d

More details on our 2× initiative here, if I could offer generalized advice it's just 2 things 1. Make and Communicate a firm decision that you want a massive measured boost in productivity. (Ours was to 2× output in 1 year from June 2025) 2. Take it very, very seriously.

We've been building an internal Claude Code plugin system at Intercom with 13 plugins, 100+ skills, and hooks that turn Claude into a full-stack engineering platform. Lots done, more to do. Here's a thread of some highlights.

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Brian Scanlan@brian_scanlan·1d

@richardeai Looks cool, best of luck with it!

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Richard Echols@richardeai·1d

@brian_scanlan We built this exact system and sell it for $14.99/mo. Kiyomi Max gives you personas, persistent memory, custom skills, and a start menu — all on top of Claude Code. What Intercom built with an engineering team, a solopreneur can have in 2 minutes. kiyomibot.ai/max/

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Brian Scanlan@brian_scanlan·1d

@FinterestingNow We avoid this by locking down access to certain models with customer data, and there's an audit trail. We've had this in the Rails console for years. Also Anthropic are a sub-processor for Intercom already. Everybody is going to need these layers of compliance and control soon.

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Finteresting@FinterestingNow·1d

@brian_scanlan How do you protect personal info while giving production access to claude?

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Brian Scanlan@brian_scanlan·1d

@inazarova @nateberkopec I'm in SF when the meetup is on next - I'm speaking at DX's conference that day though. I could double up?! I could do a more Rails focussed thing about the console tool.

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Irina Nazarova@inazarova·2d

@brian_scanlan @nateberkopec This is very cool! Brian, please send a team mate to speak at future SF Ruby meetup about this 🙏

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Inokentii Mykhailov@gregolsent·1d

Every skill Brian mentioned here is a battle of its own. Here're a few details on our PR creation skill and what it took to make it actually work. One of the biggest problems I noticed in early 2025 is that our AI-generated PR descriptions went to 💩

We've been building an internal Claude Code plugin system at Intercom with 13 plugins, 100+ skills, and hooks that turn Claude into a full-stack engineering platform. Lots done, more to do. Here's a thread of some highlights.

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Brian Scanlan@brian_scanlan·1d

@zackonstas It is so obvious when you see it in action! Of course next is an agent fully driving the browser and doing the QA :)

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Zac Konstas@zackonstas·1d

@brian_scanlan The transcript with slides/visuals is definitely something that will turn out to be obvious and standard by the big players

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Brian Scanlan@brian_scanlan·1d

@paulrnsn We have 5-10 engineers working on it full-time out of a few hundred engineers. But many folks are working on the system part-time too.

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Paul Renson@paulrnsn·1d

@brian_scanlan This is super interesting. We built a similar bot, not as wild as running inside a rails console but close. We have 1 full time engineer on this (team of 10). How many people worked on this at Intercom?

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Brian Scanlan@brian_scanlan·1d

@mblinder Very cool - please reach out to me if I can help at all!

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Marc Blinder@mblinder·1d

@brian_scanlan We’re also testing out intercom this month - so the timing is awesome :)

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Marc Blinder@mblinder·1d

We added three new updates to our Claude Code standards from this thread - thanks @brian_scanlan

We've been building an internal Claude Code plugin system at Intercom with 13 plugins, 100+ skills, and hooks that turn Claude into a full-stack engineering platform. Lots done, more to do. Here's a thread of some highlights.

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Brian Scanlan@brian_scanlan·1d

@andreas__k Danke 😀

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Andreas Kühn@andreas__k·1d

Hier der Bauplan, wie auch dein Unternehmen in der Wertschöpfung beschleunigt. Und das ist erst der Anfang.

We've been building an internal Claude Code plugin system at Intercom with 13 plugins, 100+ skills, and hooks that turn Claude into a full-stack engineering platform. Lots done, more to do. Here's a thread of some highlights.

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Brian Scanlan@brian_scanlan·1d

@trevorlasn When I joined Intercom 11 years ago, our CS team used to do loads of work in the console. That went away as we got bigger for a variety of reasons. This lets us safely get back to our startup roots 😀

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Brian Scanlan@brian_scanlan·1d

@trevorlasn We already had good controls in place for our Rails console on the terminal, so re-used these alongside guidance for the skill and additional controls to make it a little harder for an agent to use it as a gateway to our production environment. Nothing terrifying yet.

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Brian Scanlan@brian_scanlan·1d

@xiaoyvLiu We’re still figuring that out too. Keeping skills small and focussed helps a lot. Our telemetry is critical to understanding which ones are getting traction.

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Xiaoyu | Lumi@xiaoyvLiu·1d

@brian_scanlan 13 plugins and 100+ skills is serious infrastructure. Curious how you handle skill conflicts — when two plugins want to modify the same file or disagree on approach. That's been the hardest part building agent systems in Lumi.

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Brian Scanlan@brian_scanlan·1d

@tashfeen @bcherny They definitely do! intercom.com/blog/the-safet…

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Tashfeen Mahmud@tashfeen·1d

@brian_scanlan @bcherny feature flags might help, too

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Brian Scanlan@brian_scanlan·2d

@matterBSM We self-host MCP servers for internal tools like our Rails console / admin tools, billing application and our internal deployment tool. Just built it into the Rails apps and Okta authentication in front of them.

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Matt@matterBSM·2d

@brian_scanlan How are you handling MCPs for internal tools? Do team members run MCP servers locally or are they deployed to servers where people can use them as connectors in Claude Code/Cowork?

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