Intercom setup guide

Agents read tickets and conversations and draft or send replies to your customers.

Ways to connect

Company admins connect apps, on the Integrations page in Everdeck: open Intercom, choose one of the ways below, follow its steps and fill in its fields. Everdeck checks what you enter before it saves anything, and asks you to confirm it’s you (your second factor) before you type any secret. How connecting works.

Intercom can be connected 3 ways.

Your Intercom app (workspace hosted in the US)

Your OAuth app.

This way signs in with an OAuth app you create for Intercom, as its steps describe: Everdeck never uses an app of its own. Register this redirect URI with your app:

https://everdeck.io/api/oauth/callback

Then save the app’s client ID and secret in Everdeck, on the connect page or under OAuth apps, and sign in.

1. Sign in to Intercom and open the Developer Hub (https://app.intercom.com/a/apps/_/developer-hub). Click New app, name it (for example Everdeck) and choose your company's paid workspace, not a development workspace.
2. In the app, open Configure > Authentication, turn on Use OAuth and add the redirect URL https://everdeck.io/api/oauth/callback.
3. Under Permissions, select: Read conversations, Write conversations, Read and list users and companies, Read admins, and Read and List articles.
4. Open Basic Information and copy the Client ID and Client secret into the form.
5. Click Connect and approve while signed in as the teammate the AI employee should act as. Its replies, notes and assignments appear under that teammate. Triggers (starting work when a customer starts a conversation or replies): set the trigger up on the Intake page and copy the address it gives you. In the app, open Configure > Webhooks, paste it as the Endpoint URL, select the topic conversation.user.created (new_conversation) or conversation.user.replied (customer_replied) and click Save. Intercom signs its webhooks with the app's client secret, so there is nothing else to copy. An app sends every topic to its one endpoint, so it serves one trigger: for the other one, use a second app and connect Intercom again with it. A connection signed in before triggers existed doesn't know its workspace yet: click Reconnect on its page before setting a trigger up, or the trigger refuses every notification. Disconnecting uninstalls the app from your workspace, so every other connection signed in through the same app has to sign in again.

When you disconnect, Everdeck asks Intercom to revoke the sign-in, then deletes the tokens it saved.

Your Intercom app (workspace hosted in Europe)

Your OAuth app.

This way signs in with an OAuth app you create for Intercom, as its steps describe: Everdeck never uses an app of its own. Register this redirect URI with your app:

https://everdeck.io/api/oauth/callback

Then save the app’s client ID and secret in Everdeck, on the connect page or under OAuth apps, and sign in.

1. Sign in to your Intercom workspace and open the Developer Hub. Click New app, name it (for example Everdeck) and choose your company's paid workspace, not a development workspace.
2. In the app, open Configure > Authentication, turn on Use OAuth and add the redirect URL https://everdeck.io/api/oauth/callback.
3. Under Permissions, select: Read conversations, Write conversations, Read and list users and companies, Read admins, and Read and List articles.
4. Open Basic Information and copy the Client ID and Client secret into the form.
5. Click Connect and approve while signed in as the teammate the AI employee should act as. Triggers (starting work when a customer starts a conversation or replies): set the trigger up on the Intake page and copy the address it gives you. In the app, open Configure > Webhooks, paste it as the Endpoint URL, select the topic conversation.user.created (new_conversation) or conversation.user.replied (customer_replied) and click Save. Intercom signs its webhooks with the app's client secret, so there is nothing else to copy. An app sends every topic to its one endpoint, so it serves one trigger: for the other one, use a second app and connect Intercom again with it. A connection signed in before triggers existed doesn't know its workspace yet: click Reconnect on its page before setting a trigger up, or the trigger refuses every notification. Disconnecting uninstalls the app from your workspace, so every other connection signed in through the same app has to sign in again.

When you disconnect, Everdeck asks Intercom to revoke the sign-in, then deletes the tokens it saved.

Your Intercom app (workspace hosted in Australia)

Your OAuth app.

This way signs in with an OAuth app you create for Intercom, as its steps describe: Everdeck never uses an app of its own. Register this redirect URI with your app:

https://everdeck.io/api/oauth/callback

Then save the app’s client ID and secret in Everdeck, on the connect page or under OAuth apps, and sign in.

1. Sign in to your Intercom workspace and open the Developer Hub. Click New app, name it (for example Everdeck) and choose your company's paid workspace, not a development workspace.
2. In the app, open Configure > Authentication, turn on Use OAuth and add the redirect URL https://everdeck.io/api/oauth/callback.
3. Under Permissions, select: Read conversations, Write conversations, Read and list users and companies, Read admins, and Read and List articles.
4. Open Basic Information and copy the Client ID and Client secret into the form.
5. Click Connect and approve while signed in as the teammate the AI employee should act as. Triggers (starting work when a customer starts a conversation or replies): set the trigger up on the Intake page and copy the address it gives you. In the app, open Configure > Webhooks, paste it as the Endpoint URL, select the topic conversation.user.created (new_conversation) or conversation.user.replied (customer_replied) and click Save. Intercom signs its webhooks with the app's client secret, so there is nothing else to copy. An app sends every topic to its one endpoint, so it serves one trigger: for the other one, use a second app and connect Intercom again with it. A connection signed in before triggers existed doesn't know its workspace yet: click Reconnect on its page before setting a trigger up, or the trigger refuses every notification. Disconnecting uninstalls the app from your workspace, so every other connection signed in through the same app has to sign in again.

When you disconnect, Everdeck asks Intercom to revoke the sign-in, then deletes the tokens it saved.

What agents can do

An agent uses an action only when its charter grants it, on the agent’s Tools tab, where you choose whether each one runs by itself (Auto), asks first or never runs. Each action has a risk tier: tier 3 actions, which customers or the public see, ask first unless you choose otherwise, and tier 4 actions (money, deleting things, access) always need a person. How tools and tiers work.

Actions marked Reads outside content return things people outside your company may have written. Agents treat what they read as information, never as instructions, and their riskier actions later in the same session need approval.

• Search conversationsTier 0 · ReadReads outside contentintercom_search_conversations

  Find conversations with an Intercom search filter (open ones by default). Returns id, title, state, priority, assignees, waiting-since time, subject, author email, contact ids and tags.

• Read a conversationTier 0 · ReadReads outside contentintercom_get_conversation

  Read one conversation as plain text: first message, state, priority, assignees, tags, contacts and up to the 500 most recent parts (replies, notes, assignments) with their authors.

• Reply to the customerTier 3 · Externalintercom_reply_to_conversation

  Send a reply the customer sees in the Messenger or by email, authored by the connected teammate.

• Add an internal noteTier 2 · Reversibleintercom_add_note

  Add a note that only teammates can see. Notes accept simple HTML.

• Assign a conversationTier 2 · Reversibleintercom_assign_conversation

  Assign a conversation to a teammate or a team (ids from list_teammates and list_teams), or pass "0" to unassign. Nothing is sent to the customer.

• Snooze a conversationTier 2 · ReversibleReads outside contentintercom_snooze_conversation

  Snooze a conversation until a time (Unix seconds); it reopens then or when the customer replies.

• Close a conversationTier 2 · Reversibleintercom_close_conversation

  Close a conversation without a message. If the workspace sends conversation ratings, Intercom may ask the customer to rate it.

• Find contactsTier 0 · ReadReads outside contentintercom_search_contacts

  Find users and leads by email, name, phone or external id. Returns id, role, name, email, phone, external id, sign-up and last-seen times, and country.

• Search help articlesTier 0 · ReadReads outside contentintercom_search_articles

  Search published Help Center articles for an answer. Returns title, description, body and public URL.

• Send a new messageTier 3 · Externalintercom_send_message

  Start a new outbound conversation with a contact by email or in-app message, sent from the connected teammate. The conversation appears in the inbox once the contact replies.

• List teammatesTier 0 · ReadReads outside contentintercom_list_teammates

  List teammates (admins) with their ids, emails, away status and teams, for assignments.

• List teamsTier 0 · ReadReads outside contentintercom_list_teams

  List teams with their ids and members, for assignments.

What can start work

These events from Intercom can become tasks for your agents through Intake. How Intake works.

A customer started a new conversation.

Connect Intercom first. Then, on the Intake page, open Webhooks and sources, find the connection under Connections without an address yet and select Get its URL. Give that address to Intercom as the setup steps above describe: Everdeck shows it only once. Then, on the Rules tab, select New rule to say which requests become tasks and who gets them.

A customer replied in an existing conversation.

Connect Intercom first. Then, on the Intake page, open Webhooks and sources, find the connection under Connections without an address yet and select Get its URL. Give that address to Intercom as the setup steps above describe: Everdeck shows it only once. Then, on the Rules tab, select New rule to say which requests become tasks and who gets them.

Testing, problems and disconnecting

Everdeck checks the connection when you save it. On the connection’s page in Integrations, Test checks it again at any time.

If Intercom later refuses the connection, for example because a key was deleted or a sign-in expired, the connection shows Needs attention on the Integrations page and the people who manage connections are told. Agents can’t use it until a company admin fixes it with Edit or Reconnect.

To stop agents using Intercom, open the connection and select Disconnect. Agents stop using it at once and its saved credentials are deleted. What else happens depends on how it was connected: each way above says.