Intercom's principles for building product aim to create a unified approach across the organization, avoiding conflicting methods and encouraging alignment. The company has four top-level principles, five product design principles, and five engineering principles that guide their work. These principles help encode successes and avoid mistakes, ensuring that everyone who works on Intercom's product inherits shared values and adapts to their domain. The principles focus on problem-solving, design, and technical decision-making, emphasizing the importance of understanding the problem, thinking big while starting small, shipping quickly, delivering outcomes, connected modular systems, opinionated yet flexible designs, following fundamentals, making it feel personal, and what matters is what's shipped. By adopting these principles, Intercom aims to build software that is repeatable, scalable, and aligned with customer needs.