Intercom integration
Connect Intercom and your AI agent learns every Help Center article
Paste an Intercom access token on the Knowledge tab and intoCHAT imports your published Help Center articles as sources, one per article. Daily or weekly syncs add new articles, update changed ones and drop the ones you unpublish.
What the Intercom integration does, and what it does not
Your Intercom Help Center already holds the answers your team has written down: setup guides, billing rules, troubleshooting steps. The Intercom integration brings those articles into an intoCHAT agent so it can answer from them on your website, on its own Help Page, in the inline chat or behind a direct link, without you copying anything by hand. The connection is read-only. intoCHAT reads your workspace name, your Help Center collections and your articles, and never writes anything back to Intercom. Only published articles are imported; drafts never are. Each article becomes one source of type Intercom, named after its title and linked to its Help Center address, and its text is taken from the article's HTML: headings, paragraphs and lists are kept, images give only their alt text, scripts and styles are dropped. The integration covers Help Center articles only. It doesn't import Intercom conversations or tickets, and it doesn't send hand-offs to Intercom. To learn from solved support tickets, intoCHAT imports them from Zendesk or Freshdesk instead, and hand-offs go to your team by email, to live chat in the intoCHAT Inbox, or to a helpdesk ticket in Zendesk, Freshdesk, HubSpot, Gorgias or Help Scout. Each agent connects its own Intercom workspace, so a support agent and a sales agent can learn from different Help Centers, or from different collections of the same one.
Connect Intercom to your intoCHAT agent
Create an app in Intercom
In Intercom, open Settings, Integrations, Developer Hub, and create an app for your workspace. Copy its access token from the app's Authentication page.
Paste the token on the Knowledge tab
Open your agent's Knowledge tab and find the Intercom articles card. Paste the token under Access token and choose the Region your workspace is hosted in: United States, Europe or Australia.
Click Connect Intercom
intoCHAT checks the token with a read that changes nothing in Intercom and saves it encrypted. The card then shows your workspace's name, never the token. Connecting is for the account owner and admins.
Load collections and preview
Click Load collections and preview. The card lists your Help Center's collections and shows the published articles on the first page, so you can check what will be imported.
Choose what to import and how often
Keep All published articles or pick one collection, switch on Sync automatically, choose Daily or Weekly, and click Import articles. The articles appear in the Knowledge sources list and are trained like any other source.
Test it, then go live
Ask the Playground a question your articles answer. When the answers look right, add the chat to your site with the script tag or the WordPress plugin, or share the agent's Help Page.
What syncs from Intercom
Published articles, one source each
Every published article becomes a source named after its title, with its Help Center address. Draft articles are never imported. Up to 2,500 articles are read per import or sync.
The whole Help Center or one collection
Import all published articles, or only one collection, for example "Billing" for a billing agent. To change the collection later, remove the import and import again.
Syncs that keep up with your edits
Each sync adds new published articles, updates and retrains the ones that changed, and removes the ones that were unpublished, deleted or moved out of the chosen collection.
Read-only, with an encrypted token
intoCHAT only reads from Intercom. The token is stored encrypted, never shown again and never written to logs. Disconnect deletes it.
Trusted like your own documents
Intercom articles rank like your files and Notion pages when the agent picks what to answer from, and the agent says so when your articles don't cover a question.
Roles that match the risk
Owners and admins connect and disconnect Intercom, because that hands over a credential. Editors can preview, import, sync and remove articles. Viewers see the card only.
Frequently asked questions
What exactly does intoCHAT read from Intercom?
Three things, all read-only: your workspace's name (to check the token and label the card), the list of Help Center collections (for the collection filter), and your articles. Only articles with the state published are saved. Nothing is ever created, changed or deleted in Intercom.
Can intoCHAT import Intercom conversations or tickets?
No. The Intercom integration imports Help Center articles only. Learning from solved tickets works with Zendesk and Freshdesk: the agent turns solved and closed tickets into questions and answers, with personal data removed first. That ticket import is included from the Starter plan.
Which intoCHAT plan do I need?
Intercom article import has no plan limit of its own. The articles count toward the agent's training characters, like every other source: 100K characters per agent on Free, 500K on Starter, 1M on Pro and a custom amount on Enterprise. If an article would go over the limit, it isn't added.
How quickly do changes in Intercom reach the agent?
With Sync automatically on, intoCHAT reads your articles again once a day or once a week, as you choose, and Sync now does the same right away. Automatic syncs run at most once a day on our current hosting, so for an urgent fix, click Sync now after you publish it in Intercom.
Intercom refuses my token. What should I check?
Check that you copied the whole access token and that the Region matches where your workspace is hosted: United States (api.intercom.io), Europe (api.eu.intercom.io) or Australia (api.au.intercom.io). A token from a workspace in Europe won't work with the United States region.
Can I leave some articles out?
Import a single collection, or unpublish the articles in Intercom. Deleting one Intercom article in the Knowledge sources list only removes it until the next sync, which adds it back while it is still published.
What is the difference between Remove and Disconnect?
Remove deletes all imported articles from the agent's knowledge and keeps Intercom connected, so you can import again, for example with another collection. Disconnect deletes the saved token: articles already imported stay as they are, but are no longer synced.
Does the agent link to my Intercom articles in its replies?
No. The agent answers from the articles' content, but only website pages are shown as source links under a reply. If you want visitors to land on your Help Center, crawl its public pages as a website source as well, or mention the address in the agent's instructions.
Can I use intoCHAT next to Intercom?
Yes. You can keep Intercom as your help center and let an intoCHAT agent answer from it on your website. The import reads Intercom through its API and needs nothing else from your Intercom setup. If you are deciding between the two products, the intoCHAT vs Intercom Fin comparison lays out the differences, including where Intercom is the better fit.
See it answer from your own website
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