This article walks you through the steps required within your Intercom environment in order to connect your AI agent to the AI agents - Advanced Dashboard.
- Create an AI agent admin account
- Route conversations to the AI agent
- Create a team that handles escalations
- Test that conversations are landing into the AI agents - Advanced admin account inbox
Create an AI agent admin account
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| Log in as an admin and Go to settings → Teammates |  |
Click on the right-top corner button Add new teammates
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| Enter the email to be used by the AI agent. | |
| Set permissions for this AI agent admin account to have an inbox seat & access to all conversations |  |
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Ensure this admin account Name & Avatar makes it clear to end users that this is an AI agent. You can do that when you’re logged in with the AI agent account by going to your profile settings (clicking on the profile picture at the bottom left-corner and then clicking your name) |
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Route conversations to the AI agent
In order for the AI agent to handle conversations we must first set the inflow of conversations to be assigned to this AI agent admin account.
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Route all or a subset conversations to this Ai agent admin account as the default assignee from the inbox rules
Inbox Settings, can be found by navigating to Settings and the default assignee is at the bottom of the page.
Intercom inbox rules offer control over the conditions under which an admin will receive conversations. You can assign based on language or any other segments you see fit.
Create a team that handles escalations
When the AI agent needs to escalate you’ll be able to escalate conversations to a team of choice, to do that we must have created at least one team with at least one member in it
If you already have a team in place then you can use that, otherwise create a new team.
Test that conversations are assigned to the AI agents - Advanced admin account inbox
Send some test messages through your intercom widget to validate that conversations are assigned to the AI agent by default as highlighted above.
When you are ready to connect your AI agent, follow the instructions here.