> ## Documentation Index
> Fetch the complete documentation index at: https://docs.open.cx/llms.txt
> Use this file to discover all available pages before exploring further.

# Intercom overview

> Run Intercom as the inbox your agents work in while OpenCX resolves, routes, and hands off conversations with full context.

OpenCX works alongside your agents inside Intercom. The AI resolves what it can, escalates what it can't, and posts a handoff note with summary, sentiment, and language straight into the conversation your reps already live in — no separate inbox, no context rebuild.

<Tip>
  Setup starts at [**Settings → Integrations**](https://platform.open.cx/settings/integrations) in your OpenCX dashboard.
</Tip>

## What you get

<AccordionGroup>
  <Accordion title="Conversations your reps pick up with full context" icon="message">
    When the AI escalates, OpenCX posts an internal note with a conversation summary, detected sentiment, and language. The customer's full transcript is already in the Intercom thread — your rep reads one conversation, not two tools.
  </Accordion>

  <Accordion title="Configurable handoff routing" icon="route">
    Choose what happens when the AI hands off: leave the conversation unassigned, route it to a specific admin, or route it to a specific team. Each option maps to how your Intercom inbox already distributes work.
  </Accordion>

  <Accordion title="Company and contact data that follows the conversation" icon="building">
    OpenCX syncs custom attributes from your Intercom contacts and their attached companies into the AI's context. The AI sees the same data your reps see — plan tier, account manager, contract date — without manual lookup.
  </Accordion>

  <Accordion title="Every conversation traced back to your AI" icon="tag">
    OpenCX tags every conversation it touches with `opencx_handed_off` on escalation, and optionally posts a citation note linking back to the OpenCX session. Your reps audit AI reasoning in one click.
  </Accordion>
</AccordionGroup>

## Supported channels

Pick the channel you want to wire through Intercom — each page covers the specifics for that channel on top of the shared setup.

<CardGroup cols={2}>
  <Card title="Web (Messenger)" icon="comments" href="/integrations/intercom/channels/web">
    Live Messenger conversations handed off to your Intercom inbox.
  </Card>

  <Card title="Email" icon="envelope" href="/integrations/intercom/channels/email">
    Email conversations handed off to your Intercom inbox.
  </Card>
</CardGroup>

## Observability

Every conversation OpenCX touches in Intercom is traceable back to the exact OpenCX session. Your reps debug in the tool they already use; your admins audit without re-running the AI.

<AccordionGroup>
  <Accordion title="Tags on every conversation" icon="tag">
    OpenCX applies `opencx_handed_off` when the AI escalates. Session-level tags you define in OpenCX sync to the Intercom conversation automatically. Filter your Intercom views and reports on these without leaving Intercom.
  </Accordion>

  <Accordion title="Handoff notes with AI reasoning" icon="note-sticky">
    Every handoff posts an internal note containing the conversation summary, detected sentiment, and language. Your rep opens the conversation and immediately knows **why** the AI escalated and **what** the customer needs.
  </Accordion>

  <Accordion title="Citation links back to OpenCX" icon="link">
    When **Send citations as note** is enabled, OpenCX posts an internal note linking to the session in your [Inbox](https://platform.open.cx/inbox). One click opens the full transcript, tool calls, AI reasoning, and handoff event.
  </Accordion>
</AccordionGroup>

## Get started

Connect your Intercom workspace, select the admin the AI replies as, and paste the webhook URL into Intercom.

<Card title="Connect Intercom" icon="plug" href="/integrations/intercom/connect">
  Credentials, webhook setup, and handoff configuration.
</Card>

***

## Related Documentation

<CardGroup cols={2}>
  <Card title="Connect Intercom" icon="plug" href="/integrations/intercom/connect">
    Credentials, webhook, admin selection, and settings.
  </Card>

  <Card title="Knowledge Sync" icon="book" href="/knowledge/sources/intercom/connect">
    Train the AI on your Intercom conversation data.
  </Card>

  <Card title="Troubleshooting" icon="wrench" href="/integrations/intercom/troubleshooting">
    Credentials failing, webhook silent, AI not replying.
  </Card>
</CardGroup>