Intercom Connector
Connect Intercom so the AI agent can read your conversations, tickets, and Help Center articles while it writes or updates documentation in the editor and in workflows.
Connect an Intercom workspace to give the AI agent live context from your support conversations, tickets, and Help Center. The agent uses them to find the questions customers ask that your docs miss. It reads Intercom only when a prompt needs it, and it never changes anything in Intercom.
This page is about using Intercom as context for the AI agent. To add the Intercom chat bubble to your published docs, see Intercom.
Before you begin
- You need a Documentation.AI account. If you came from the Intercom App Store and don't have one, sign up first.
- You need the Admin or Editor role in your Documentation.AI organization to connect Intercom, disconnect it, or turn the connector on or off.
- You need to be an Intercom teammate who can install apps in the workspace you want to connect.
- Your organization can connect one Intercom workspace.
Web editor
How to connect Intercom
Open Agent Settings
Go to Agent Settings in the Documentation.AI dashboard, or click Agent Settings under AI in the dashboard sidebar. The Connectors section lists the tools the agent can pull context from.
If you are in the editor, you can click Connectors below the chat input instead. It opens the same list.
Click Connect on the Intercom card
Intercom opens in the same tab. Sign in if Intercom asks you to.
Approve access in Intercom
If you belong to more than one Intercom workspace, choose the one to connect. Intercom lists the read-only permissions the app needs: conversations, tickets, tags, and Help Center articles. Approve access.
Intercom sends you back to the page you started from, and "Connected successfully" appears.
Check that the connector is on
The Intercom card now shows your workspace name, Manage, and a switch that is on. Intercom is now on for the documentation project you have open.
The connection belongs to your organization. To use Intercom in another documentation project, open that project, go to Agent Settings, and turn on the Intercom switch.
How to use Intercom in the editor
Check that Intercom is on
In the editor chat, look at the Connectors button below the chat input. The Intercom icon appears there when the connector is on for this documentation project.
Ask for Intercom context in your prompt
Name Intercom and what to look for, such as a topic, a tag, a time range, or a Help Center article. See Example prompts.
The agent reads the conversations, tickets, or articles it needs, then answers or edits your pages.
Code editor (Git)
How to use Intercom in a workflow
Workflows run the agent in the background and commit their changes to your Git repository. They use the connectors that are on for the documentation project.
Open the workflow form
In the dashboard sidebar, under AI, click Workflows. Click Create workflow, or open an existing workflow and click Edit.
Keep Intercom selected
Open Connectors in the form. Intercom is selected by default. Clear its checkbox if you want this workflow to run without Intercom.
Tell the workflow what to read from Intercom
In Prompt, say what to read and what to update, for example: "Read the Intercom conversations closed this week, find questions our docs do not answer, and add them to the FAQ."
For triggers, schedules, and run history, see Workflows.
Turn off or disconnect Intercom
To stop one documentation project from using Intercom, turn off the switch on the Intercom card in Agent Settings. "Intercom connector disabled" appears. Other documentation projects keep using Intercom.
Disconnecting removes Intercom from every documentation project in your organization, including the workflows that use it.
To disconnect Intercom from your organization:
Open Manage
On the Intercom card, click Manage.
Disconnect
Click the trash icon next to your workspace, then click Disconnect to confirm. "Intercom disconnected" appears.
What the agent can read
The agent reads Intercom through these tools. It picks the tools that fit your prompt.
| Tool | What it does |
|---|---|
searchArticles | Searches Help Center articles by phrase. It looks at published articles first, and at drafts if nothing turns up. |
listArticles | Lists Help Center articles. |
getArticle | Reads one Help Center article in full. |
listCollections | Lists Help Center collections, which show how the Help Center is organized. |
searchConversations | Searches conversations by text, state, tag, priority, or date. |
getConversation | Reads a conversation's full thread: the customer's messages, teammate replies, internal notes, and tags. |
searchTickets | Searches tickets by title, description, state, category, or date. |
getTicket | Reads one ticket, including its replies and notes. |
listTags | Lists the tags in the workspace. |
Example prompts
- Search Intercom conversations from the last 30 days about SSO and list the questions our docs do not answer.
- Read the closed Intercom conversations tagged webhooks and add a troubleshooting section to the webhooks guide.
- Compare our Intercom Help Center articles with our docs and list topics that only the Help Center covers.
- Read the open Intercom tickets about billing and update the billing FAQ with the fixes the team gave.
Common questions
If Intercom fails
- "Could not complete the connection" or "Failed to complete the connection": Click Connect on the Intercom card again.
- "Connection could not be verified": Start again from the Intercom card in Agent Settings, in the same browser tab.
- "connection expired" in the Manage dialog: Click Reconnect Intercom and approve access again.
- The agent says "No Intercom workspace is connected to this organization": The agent shows this message whenever Intercom is off for this documentation project, even if your organization is connected. Open Agent Settings in this project. If the Intercom card shows Connect, connect Intercom. If it shows a switch, turn it on. In a workflow, also check that Intercom is selected under Connectors in the workflow form.