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Overview

Our Intercom integration enables smooth transitions from AI to human support through Intercom’s conversational platform. With minimal operational changes and a quick 1-hour setup time, your team can handle AI handoffs seamlessly in your existing Intercom workspace.

Your agents won’t need to learn new tools - they’ll see AI handoffs as regular conversations in their Intercom inbox, maintaining your current support processes.

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Timeline

Setup Time

Complete integration in just 1 hour

Zero Downtime

No interruption to existing support operations

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Featureso

Conversational Handoff

Seamless transitions from AI to human agents in Intercom conversations

Message Management

Automated conversation handling and routing in Intercom

Smart Routing

Intelligent conversation distribution based on team expertise

Context Preservation

Complete conversation history and customer context in every handoff

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Integration Path

1

Enable Integration

  1. Go to Settings -> Ticketing -> Intercom in your Open dashboard
  2. Click Connect with Intercom
  3. Authorize with your Intercom account
2

Configure Intercom

Set up in Intercom:

  • Enable API access
  • Configure conversation routing
  • Set up team assignments via Intercom workflows
  • Verify webhook settings

The integration works with Intercom’s conversational platform, allowing for smooth handoffs while maintaining your existing workflow.

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How It Works

  1. AI-First Resolution: Our AI agent attempts to resolve customer inquiries based on your configured triggers and rules
  2. Smart Assessment: If the AI determines it cannot fully resolve the issue, it automatically initiates a handoff
  3. Conversation Handoff: The conversation is transferred to your Intercom agents
  4. Context Transfer: All conversation history and context is preserved for your agents to continue seamlessly

Your agents will see these handoffs as regular conversations in their Intercom inbox, maintaining your current operational workflow without any disruption.

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Use Cases

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Best Practices

Handoff Rules

Define clear criteria for AI-to-human transitions

Team Structure

Organize teams for efficient conversation handling

Priority Mapping

Set up smart priority assignment based on context

Response Templates

Create consistent response formats for different scenarios

Need help setting up? Contact our support team for assistance!