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This integration is built during your install, not a self-serve connection today. The steps below describe what we set up for you — talk to us to get it wired up.

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Intercom Integration

Handle conversations and update user attributes

✓ Official Integration Access Token 3-Minute Setup

The Intercom integration connects your AI agents directly to your Intercom workspace — creating conversations, replying to customers, updating user attributes, and routing conversations to the right team when human escalation is needed.

✨ What Your Agents Can Do

✓ Create new conversations from AI sessions
✓ Reply to existing conversations as an admin
✓ Update custom user/contact attributes
✓ Retrieve full conversation history
✓ Tag and assign conversations
✓ Receive webhook events on new messages

Setup Guide

1

Create an Access Token

In Intercom, navigate to:

Settings → Developer Hub → Your Apps → New App → Authentication → Access Token

Make sure the app has Read/Write permissions on Conversations and Contacts.

2

Connect in the Hub

Go to Integrations → Support and select Intercom. Paste your Access Token.

3

Set HELPDESK_PROVIDER on your agent

HELPDESK_PROVIDER=intercom
INTERCOM_ACCESS_TOKEN=dG9r...
4

(Optional) Configure webhooks

Point Intercom's webhook to receive new conversation events in your agent:

POST https://your-n8n.domain/webhook/intercom-events

Subscribe to: conversation.user.created, conversation.user.replied

⚡ When Does a Conversation Get Created?

The Customer Support AI automatically opens an Intercom conversation when:

  • → Escalation is triggered (confidence < 0.40)
  • → Customer requests a human agent
  • → Issue is categorized as billing, legal, or account_deletion

Updating User Attributes

Agents can update any custom Intercom contact attribute via the updateUserAttributes action:

// Example payload { "userId": "6123abc", "attributes": { "support_tier": "premium", "last_ai_session": "2026-03-14", "escalation_count": 2 } }

Troubleshooting

❌ 401 Unauthorized

Your access token may be expired or have insufficient scopes. Regenerate it in Developer Hub with full read/write permissions on Conversations and Contacts.

❌ Conversations not appearing

Confirm HELPDESK_PROVIDER=intercom and INTERCOM_ACCESS_TOKEN are set. Check that the email in the payload is a known Intercom contact.

❌ "User not found" error

The email address from the conversation must match an existing Intercom contact. Consider creating the contact first via the createConversation action with userEmail.

Ready to connect Intercom?

Under 3 minutes. Your agents handle conversations automatically.

Connect Intercom →