Intercom

Connect Intercom to automate conversations with AI

Connect Intercom to train your agent on your help center and past conversations — then automate customer messaging, routing, and conversation management.

What you can do

• Train your agent on your Intercom Help Center and past conversations

• Automatically reply to customer messages or draft responses

• Assign, tag, close, and manage conversations

• Look up customer information and conversation history

Connecting Intercom

OAuth (recommended)

Connect your Intercom account for conversations, contacts, and all actions.

1. Go to Integrations > Intercom

2. Select OAuth

3. Click Connect and authorize eesel AI

Quick Start

Enter your Intercom Help Center URL to start training immediately. No authentication needed — but you won't have access to conversations, contacts, or actions.

1. Go to Integrations > Intercom

2. Select Quick Start

3. Enter your help center URL

4. Click Connect

Training your agent

Source	Description	Requires
Help Center	Published Intercom articles	Quick Start or OAuth
Past Conversations	Resolved customer conversations	OAuth

Triggers

Trigger	Description	Best for
Customer Sends Message	Fires when a customer sends a message	Full automation
@eesel Mentioned	Fires when @eesel is mentioned in internal notes	On-demand AI Copilot

Actions

Responding

Action	Description
Leave Public Reply	Send a customer-visible reply (HITL available)
Leave Draft Reply	Create a draft for your team to review
Leave Internal Note	Add a note only your team can see

Conversation management

Action	Description
Assign Conversation	Assign to a specific team member
Unassign Conversation	Return to the unassigned queue
Tag Conversation	Add tags for organization
Close Conversation	Close a resolved conversation
Update Conversation	Update read status, title, or custom attributes

Information lookup

Action	Description
Read Conversation	Read full conversation with message history
Search Conversations	Search by content or state
List Conversations	List with state/assignee filters
Get Conversation Fields	Retrieve all custom attributes
Get Ticket Fields	Retrieve specific custom attributes
User Lookup	Look up a user by email

Tips and best practices

Train on past conversations. Intercom conversations are often more conversational than traditional tickets — training on them helps your agent match that tone.

Use unassign for routing. When your agent can't handle something, unassigning puts it back in the queue for a human to pick up.

Leverage conversation fields. If you use custom attributes in Intercom, the agent can read and update them for richer context.

Troubleshooting

Conversations not being picked up?

• Verify the trigger is enabled

• Check that the Intercom webhook is correctly configured

• Ensure the conversation is from a customer (not an internal user)