Intercom Connection

The Intercom connection integrates your Intercom workspace with OpsTower, giving agents the ability to search conversations, view contact details, browse help center articles, and discover teams and tags. This makes OpsTower a single pane for correlating customer support data with product analytics, error tracking, and other operational signals.

Prerequisites

You need an Intercom workspace with admin access. The connection uses OAuth 2.0, so you authorize OpsTower to access your workspace directly from the UI. Intercom automatically detects your region (US, EU, or AU) and routes API calls accordingly.

Setup in OpsTower

1. Go to Connections > Customer Support > Add Connection.
2. Select Intercom.
3. Click Connect to Intercom.
4. A popup opens to Intercom’s authorization page. Sign in and grant access.
5. OpsTower automatically discovers your workspace name and region.
6. Optionally add Support Instructions to guide how agents search and analyze your support data.

What Agents Can Do

Once connected, agents have access to seven tools:

• Search Conversations — search using Intercom’s query DSL with field/operator/value objects (state, priority, tags, assignee, rating, etc.)
• Get Conversation — view full conversation thread including messages, notes, and performance statistics
• Search Contacts — find users and leads by email, name, or custom attributes
• Get Contact — view detailed contact information including company, tags, and custom attributes
• List Tags — discover tag IDs for filtering conversations
• Search Articles — search help center articles for self-service content
• List Teams — discover team and admin IDs for filtering by assignee

Search Examples

Agents use Intercom’s search DSL to find conversations. Common patterns:

• Open conversations: {"field":"state","operator":"=","value":"open"}
• Priority conversations: {"field":"priority","operator":"=","value":"priority"}
• AI-handled conversations: {"field":"ai_agent_participated","operator":"=","value":true}
• Conversations rated 1 or 2: {"field":"conversation_rating.rating","operator":"<","value":3}

Support Instructions

You can provide optional instructions that guide how agents search and analyze your Intercom data. For example:

Focus on billing-related conversations. Team ‘Billing Support’ handles payment issues. Tag ‘vip-customer’ indicates high-priority contacts.

These are injected into the agent’s system prompt as preferences.

Use Cases

• “Show me all open priority conversations from the last 7 days”
• “What’s the average first reply time this month?”
• “Find conversations from user john@example.com”
• “Search our help center for articles about password reset”
• “Which teams have the most open conversations?”
• “Show me conversations rated 1 star with comments”