- Integrations
- Intercom
Intercom integration: a handed-off conversation in your Intercom inbox
Agenola's Intercom integration drops a conversation the AI agent cannot resolve into your Intercom inbox as a conversation from the contact or as a ticket of the type you choose, reads the status back and runs contact, company, conversation and ticket operations from flow steps. One-click connection, no tokens to copy.
How it works
A handed-off request opens from a contact: the contact is first searched in Intercom by email and created if missing. By default a conversation lands in your inbox; if you pick one of your Intercom ticket types on the connection card, requests open as tickets of that type. The body holds the handoff note, the customer's details, the source agent and the transcript.
Flow steps work with Intercom 2.16: leads and users are the same "contact" object, separated by role. The start-conversation step opens the conversation as the contact's message, because Intercom's API does not start new conversations from an admin. Replies, internal notes, closing and ticket updates are written in the name of the admin who connected.
Status is read back: when the Requests screen opens, the conversation's or ticket's state is asked from Intercom and reflected in the dashboard.
- The data region (US, Europe, Australia) is read from Intercom when connecting; you are not asked. If you sign in with Google there are region-specific buttons.
- One help desk per workspace.
- Removing the connection also uninstalls Agenola from your Intercom workspace.
What it does
This list is generated from the same source as the Intercom page in the dashboard: if it isn't listed here, we don't do it with Intercom. Flow steps live in the flow editor under Add step → Integrations → Intercom.
CompanyAction · Flow step5
Create company
Creates a company with your own company ID; the same ID again updates it.
Get company
Reads the company's name.
Get companies
Returns the first 100 companies as a list.
Update company
Changes the name or website.
Get company's contacts
Returns the contacts linked to the company as a list.
LeadAction · Flow step5
Create lead
Creates a lead in Intercom.
Delete lead
Permanently deletes the lead.
Get lead
Reads the name, email and phone.
Get leads
Returns the first 100 leads as a list.
Update lead
Changes the email, name or phone.
UserAction · Flow step5
Create user
Creates a user in Intercom (email required).
Delete user
Permanently deletes the user.
Get user
Reads the name, email and phone.
Get users
Returns the first 100 users as a list.
Update user
Changes the email, name or phone.
TicketAction · Flow step5
Create ticket
Opens an Intercom ticket of the chosen type; creates the contact if the email is unknown.
Get ticket
Reads the ticket's number, title and state.
Get tickets
Returns the newest 100 tickets as a list; can be filtered to open or closed.
Update ticket
Changes the state, title or description, or closes the ticket; in the connecting admin's name.
Reply to ticket
Writes a reply to the customer or an internal note; in the connecting admin's name.
ConversationAction · Flow step3
Start conversation
Opens a new conversation as the contact's message; the contact is found by email or created.
Reply to conversation
Writes a reply to the customer or an internal note; in the connecting admin's name.
Close conversation
Closes the conversation, optionally with a last message.
TriggerTrigger · Polling1
Ticket status changed
When the Requests screen opens, statuses are fetched from your help desk; a change made there shows up in the panel too.
Example conversations
Visitor: I want to change my subscription plan but can't find it in the panel.
Agent: Our team handles plan changes. May I have your email?
Visitor: lisa@example.com
Agent: I've passed it on; the team will write to you through Intercom.
Behind the scenes: lisa@example.com is searched in Intercom and created if missing; a conversation from that contact (or a ticket of the type you chose) opens in your inbox with the handoff note and transcript.
Agent: For a demo, which email and company should our team contact?
Visitor: max@acme.example, Acme
Agent: Saved; our sales team will write within one business day.
Behind the scenes: The "Create lead" step creates a lead in Intercom and "Create company" attaches the company; the sales team sees the record in Intercom.
Agent: I checked your order, the return has been shipped. I'm leaving a note for our team; the refund confirmation comes from them.
Behind the scenes: The "Reply to ticket" step with the internal-note option writes the order information the agent read onto the Intercom ticket; the customer does not see it.
Setup
Our app on the Intercom side is currently going through approval. Until it is approved the connection is not open to everyone; once approved, the steps on this page apply as written.
- 1In Agenola open Integrations → Intercom and press "Connect to Intercom"; if your workspace is in Europe or Australia and you sign in with Google, use the region's button.
- 2Grant access on the page Intercom opens. You copy no token; your data region is detected automatically.
- 3Choose whether chat requests open as conversations or as one of your Intercom ticket types (default: conversation).
- 4Optionally add Intercom steps in the flow editor; contacts, companies, conversations and ticket types come live from Intercom.
Detailed setup: How do I connect Zendesk, Intercom or Freshdesk?
Permissions and where your data goes
- Sent to Intercom: the customer's email and name, the request subject, the handoff note, the source agent and the transcript; in flow steps the fields you write.
- Read from Intercom: the admin and data region when connecting, ticket types (for the choice), the state of forwarded conversations and tickets (when the Requests screen opens) and contacts, companies, conversations and tickets when a flow step asks.
- Permissions are defined on Agenola's Intercom app and limited to what request forwarding and the flow steps need (contacts, companies, conversations and tickets). Connection data is stored encrypted on the server.
- Only workspace owners and admins can change the connection; removing it uninstalls Agenola from your Intercom workspace.
Related integrations
See all integrations
Zendesk
Unresolved conversations become Zendesk tickets with the transcript and a handoff note; status is read back.
Gorgias
Handed-off conversations open as email tickets in Gorgias, with internal notes added.
Freshdesk
Requests open in Freshdesk, and flow steps work with tickets and contacts.
Shopify
Answers product, stock and order questions from your store and adds products to the cart.
WooCommerce
Answers product, stock and order questions from your WordPress store.
Frequently asked questions
Do I need to get an access token from Intercom?
No. Intercom's terms forbid asking customers for tokens; the connection is made with Agenola's Intercom app by granting access in Intercom.
Does the request open as a conversation or a ticket?
You choose. The default is a conversation in your inbox; if you pick one of your Intercom ticket types on the connection card, a ticket of that type opens. Both customer-facing and back-office types work.
Who starts the conversation, the agent or the customer?
In Intercom the conversation opens as the contact's message, because Intercom's API does not start new conversations from an admin. The body still carries the handoff note and transcript; your team replies in that conversation.