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Once your Intercom workspace is connected, OpenCX listens for conversation events via webhook and processes them in real time. This page covers the shared flow that applies to every channel — see Web and Email for per-channel specifics.

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How conversations flow

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What the AI listens for

OpenCX handles these Intercom webhook events:
Intercom classifies conversations as either web (Messenger) or email based on how the customer initiated contact. OpenCX maps these to its own channel types automatically.

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Handoff to your team

When the AI decides it cannot resolve a conversation, it hands off in four steps:
1

Post an internal note

OpenCX posts an internal note to the Intercom conversation containing a summary of what the customer asked, the detected sentiment, and the conversation language. Your rep sees this immediately when they open the conversation.
2

Tag the conversation

The conversation is tagged opencx_handed_off so you can filter handoffs in your Intercom views and reports.
3

Unassign or reassign

Based on your handoff assignment setting:
  • Unassigned: the AI admin is removed and the conversation enters your team’s unassigned queue.
  • Specific admin: the conversation is assigned to the admin you configured.
  • Specific team: the conversation is assigned to the team you configured.
4

Session stays open

The OpenCX session remains open so the human rep’s replies are tracked. The conversation history stays intact for reporting and audit.

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Work from the OpenCX inbox

Link your human teammates to author inbox replies and internal notes as their Intercom accounts. An unlinked sender uses the configured default teammate. Incoming teammate replies retain the linked sender’s identity in OpenCX. Files attached in OpenCX are sent with their filenames and file types. Intercom determines whether each file appears as an inline preview or a download. If Intercom rejects an attachment, OpenCX can send the text without that file; check the delivery result before retrying. When delivery cannot be confirmed, OpenCX reports the uncertainty to avoid sending the same message twice. Manually setting a session to Resolved or Unresolved closes its Intercom session. Reopening it opens the Intercom session again. These actions use the acting member’s linked account, or the configured default teammate. Configure snooze mapping separately. Intercom priority appears as Intercom Priority in session custom data. This field is imported from Intercom; editing it in OpenCX does not update Intercom priority. Incoming changes depend on the matching Intercom webhook reaching OpenCX, so delivery delays can affect when they appear.

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Tags OpenCX applies

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Full conversation sync

When Full conversation sync is enabled in settings, OpenCX stores all conversation messages — even from conversations the AI never touched. No AI processing runs; messages are recorded as-is for reporting, analytics, and supervision.
Enable this when you want OpenCX to be the single source of truth for all customer conversations. Useful for teams that use OpenCX reporting and insights but don’t want the AI actively participating in every conversation.

Connect Intercom

Credentials, webhook, admin selection, and settings.

Channels

Per-channel details for Web and Email.

Troubleshooting

Handoff not firing, AI not replying, duplicate messages.