Skip to main content
One-time setup: enter your Intercom credentials, pick the teammate the AI replies as, paste the webhook URL into Intercom, and choose how handoffs are routed.
This page covers the shared Intercom connection. Once connected, see the Web or Email channel pages for per-channel verification steps.

​
Before you start

You need an Intercom workspace on a plan that includes API access. You also need admin-level permissions to generate access tokens in the Developer Hub.
Only organization admins can connect integrations. Confirm your role at Settings → Organization.
Designate or create a teammate that represents the AI (for example, “AI Assistant”). Customers see this teammate as the author of every AI reply, so a dedicated bot account is strongly preferred over a real teammate’s account. You’ll copy this teammate’s ID in step 3.

​
Setup

1

Generate an access token

In Intercom, go to Settings → Integrations → Developer Hub. Create a new app if you don’t already have one, or open an existing app.Inside the app, open Authentication and copy the Access token displayed beneath the app name. You can return to this page at any time to view the token again.
Treat this access token like a password. It grants full read and write access to your Intercom conversations and contacts — don’t share it, don’t paste it into shared channels or tickets, and rotate it immediately if you suspect it has leaked.
2

Copy your workspace ID

In Intercom, go to Settings → Workspace → General and copy the App ID field. Intercom uses “App ID” and “Workspace ID” interchangeably — they refer to the same value.
3

Copy your AI teammate ID

Use the dedicated teammate from the prerequisites (create one first if you haven’t).In Intercom, go to Settings → Workspace → Teammates and click the teammate. The teammate ID appears as the last segment of the URL on the profile page:
Copy <TEAMMATE_ID> — that’s the value you’ll paste into the AI Admin ID field in OpenCX.
Every AI-generated reply is posted as this teammate. Use a dedicated bot account (for example, “AI Assistant”) rather than a real teammate to avoid confusion with your team’s own replies.
4

Enter credentials in OpenCX

Open Settings → Integrations in your OpenCX dashboard and select Intercom. OpenCX generates a webhook URL the moment the modal opens — you’ll use it in the next step.Fill in:Click Save. OpenCX validates the credentials by listing your Intercom conversations. If validation fails, double-check that the token has not been revoked and that your Intercom plan includes API access.
5

Configure the webhook

Still in the OpenCX modal, copy the Webhook URL.In Intercom, go to Settings → Integrations → Developer Hub → choose your app → Webhooks and paste the URL. See Intercom’s webhook setup guide for reference.Subscribe to these topics:
  • conversation.user.created
  • conversation.user.replied
  • conversation.admin.replied
  • conversation.admin.noted
  • conversation.admin.assigned
  • conversation.admin.open.assigned
  • conversation.admin.closed
Without the webhook, OpenCX cannot receive conversation events and the AI will not respond to any messages. If you later change the app or rotate the token, re-verify that the webhook is still pointing at the OpenCX URL.
6

Configure handoff assignment

Choose what happens when the AI hands off a conversation:
  • Unassigned (default) — removes the AI teammate and leaves the conversation in your triage queue for any teammate to pick up.
  • Specific teammate — assigns to a named teammate on handoff.
  • Specific team — assigns to an Intercom team on handoff.
  • Team and teammate — assigns to both a team and a specific teammate simultaneously.
7

Enable full conversation sync (optional)

Open the Sync Settings tab inside the Intercom modal and toggle Full Conversation Auto Sync to sync every conversation in your Intercom workspace — not only the ones assigned to the AI teammate.
Non-AI conversations are stored for reporting, insights, and supervision, and are not billed as AI interactions. With this on, the AI can also be brought into a conversation partway through by assigning it to the AI teammate.
8

Send a test message

Open your Intercom Messenger and send a test message. The AI should reply within a few seconds. Then say “I want to talk to a human” — you should see an internal handoff note appear, and the conversation should be unassigned (or reassigned per your handoff configuration).
For channel-specific verification, see Web or Email.

​
Settings reference

All settings are configured at Settings → Integrations → Intercom, across the Connection, Handoff Settings, and Sync Settings tabs.

​
Disconnecting

To remove the Intercom integration, open Settings → Integrations → Intercom and click Disconnect. This deletes stored credentials and stops webhook processing. Existing OpenCX sessions are preserved but no longer receive updates from Intercom.

Conversations

How messages flow, handoff steps, and tags.

Channels

Per-channel implementation details for Web and Email.

Troubleshooting

Credentials failing, webhook silent, AI not replying.