Intercom
Customer conversations in the Intercom inbox. Agents find and read conversations, reply to customers, leave notes, assign, snooze and close conversations, look up contacts and help articles, and send outbound messages.
- Category
- Customer support
- Ways to connect
- 3
- Actions for agents
- 12
- Triggers
- 2
Ways to connect
A company admin connects Intercom from the Integrations page in Everdeck. Keys, tokens and secrets are encrypted before they're stored, and the connection's Test button checks it works before any agent uses it.
Every way in uses an app you create with Intercom, so access stays under your control. The setup guide walks you through it.
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Your Intercom app (workspace hosted in the US) Your OAuth app
Create an OAuth app of your own with Intercom, paste its client ID and secret into Everdeck, then sign in to Intercom and approve access. Access runs through your own app, never one Everdeck shares with other customers.
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Your Intercom app (workspace hosted in Europe) Your OAuth app
Create an OAuth app of your own with Intercom, paste its client ID and secret into Everdeck, then sign in to Intercom and approve access. Access runs through your own app, never one Everdeck shares with other customers.
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Your Intercom app (workspace hosted in Australia) Your OAuth app
Create an OAuth app of your own with Intercom, paste its client ID and secret into Everdeck, then sign in to Intercom and approve access. Access runs through your own app, never one Everdeck shares with other customers.
What agents can do with Intercom
An agent can only use the actions its charter grants. Each action has a risk tier, and the tier decides whether it runs on its own, asks first or always asks a person.
Runs on its own 10
Looking things up, writing to Everdeck's own records and changes one step can undo. Once an agent's charter grants one of these, it runs without asking, unless you set it to Ask first in the charter or one of your approval rules covers it.
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Search conversations Tier 0 · Read Outside content
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.
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Read a conversation Tier 0 · Read Outside content
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.
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Add an internal note Tier 2 · Reversible
Add a note that only teammates can see. Notes accept simple HTML.
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Assign a conversation Tier 2 · Reversible
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.
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Snooze a conversation Tier 2 · Reversible Outside content
Snooze a conversation until a time (Unix seconds); it reopens then or when the customer replies.
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Close a conversation Tier 2 · Reversible
Close a conversation without a message. If the workspace sends conversation ratings, Intercom may ask the customer to rate it.
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Find contacts Tier 0 · Read Outside content
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.
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Search help articles Tier 0 · Read Outside content
Search published Help Center articles for an answer. Returns title, description, body and public URL.
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List teammates Tier 0 · Read Outside content
List teammates (admins) with their ids, emails, away status and teams, for assignments.
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List teams Tier 0 · Read Outside content
List teams with their ids and members, for assignments.
Asks first 2
Anything a customer or the public sees. By default a charter grants these as Ask first: the agent sends an approval request and waits for a yes. A company admin can switch one to Auto in the charter after confirming with their second factor. Even then, once an agent has read outside content, such as a customer's email, its tier 3 and 4 actions need a person by default for the rest of that session.
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Reply to the customer Tier 3 · External
Send a reply the customer sees in the Messenger or by email, authored by the connected teammate.
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Send a new message Tier 3 · External
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.
Actions marked Outside content return what people outside your company may have written, such as emails or comments. Agents treat it as information to check, never as instructions.
What can start work
Set a trigger up on the Intake page, and your rules there turn what arrives into tasks for your agents.
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A customer started a new conversation.
Intercom sends it to the address the Intake page gives you, as it happens.
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A customer replied in an existing conversation.
Intercom sends it to the address the Intake page gives you, as it happens.
Work an agent can take on
Examples for apps in Customer support. What an agent does with Intercom depends on the actions you grant it.
- Read new tickets or conversations, tag them and draft replies for review.
- Add an internal note that sums up a long conversation before a person takes over.
- Answer common questions from your help articles, after you approve the reply.
Set it up
The Intercom setup guide walks through each way to connect: what to set up first and the fields to fill in, then how to start work from its triggers on the Intake page.
Intercom is a separate service with its own terms. Everdeck isn't affiliated with or endorsed by it.
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