# Intercom

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## 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.

{% stepper %}
{% step %}

### Go to the integrations menu

Click the plus button on the left sidebar

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{% endstep %}

{% step %}

### Click Intercom

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{% endstep %}

{% step %}

### Click Full Connection

Connect Intercom and allow authorisation of the app.

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{% endstep %}
{% endstepper %}

### 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.

Simply follow the same instructions as above, but click Help Center Only and add your help center URL.

## Configuring your agent

Your Intercom sources will be automatically added to your agent once you connect your Intercom. You can toggle them on and off in the Intercom menu.&#x20;

This menu (found by clicking Intercom on the left sidebar) will let you toggle triggers, remove or add Intercom sources, and enable or disable actions.

<figure><img src="https://3732419023-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F2xXO0947TYoPIhGoBgSE%2Fuploads%2FFsOVPaIHDvAQ0QBOJtHt%2FScreenshot%202026-05-01%20at%206.09.42%E2%80%AFpm.png?alt=media&#x26;token=20493e82-f8c9-46c6-8695-f114b45a86e7" alt=""><figcaption></figcaption></figure>

Learn more about actions and triggers [here](https://docs.eesel.ai/getting-started/instructions-triggers-and-actions).

| 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)


---

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```
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```

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