In order to connect to Intercom from the AI agents - Advanced dashboard, there are a few steps to take from the Intercom side in order for the integration to work. Please check out Prepare to Connect your advanced AI agent with Intercom if these steps have not already been taken.
In this article, we will walk you through the 3 steps to integrate to Intercom.
Select and authorize Intercom
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Go to your AI agent on the AI agents - Advanced dashboard
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Navigate to
Settings > CRM Settings -
Click Add CRM Integration and choose Intercom from the dropdown
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Click Authorize Intercom, you’ll be transferred to Intercom to authenticate your account. Make sure it’s the same account where you want to connect the AI agent.
Customize the AI agent settings
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Once the account is Authorized click on the Integration Parameters button
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On the first dropdown choose the AI agent admin account you created during Preparing to connect your advanced AI agent to Intercom
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On the second dropdown choose the human group that will be your escalation group
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On the third option select the channels you want to AI agent to reply to.
Conversation: Web & mobile Intercom widget
Facebook: Facebook Messenger
Twitter: Twitter DMs
Instagram: Instagram Direct
Activate the AI agent
Once you’ve saved those options you can now go ahead and enable the automation engine from the Automation engine toggle.
This action will set the AI agent live, meaning it’ll start responding to all new conversations assigned to the AI agents - Advanced admin account on Intercom
Testing
If you already have Intercom set up on your website, mobile app, or any social media then you’re all set. Head to one of those channels and start conversing and the AI agent will start replying back given you already have your welcome and default replies all set up.