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

# Intercom

> Connect Intercom with Hyperline to bring customer conversations, statuses, tags, and messages into customer intelligence analyses.

[Intercom](https://www.intercom.com) is a customer communication platform combining in-app messaging, email, and a help desk.

Connecting Intercom lets Hyperline attach customer conversations to the matching Hyperline customers, so the customer monitoring agent can weigh unresolved issues and support pressure alongside contract, invoice, payment, and usage data.

<Info>
  Intercom is part of [Customer intelligence](../docs/customer-intelligence/overview), a paid add-on. The Intercom card only appears in **Settings > Integrations** when Customer intelligence is enabled for your account. Contact the Hyperline team through the in-app chat to enable it.
</Info>

## Prerequisites

* A valid [Intercom account](https://www.intercom.com).
* An Intercom access token, created from your Intercom developer settings.
* Admin rights on your Hyperline account.

## Connect Intercom

<Steps>
  <Step title="In Intercom, create an access token" />

  <Step title="In Hyperline, navigate to the Settings > Integrations page" />

  <Step title="Search for Intercom and click Connect" />

  <Step title="Paste your Intercom access token and confirm">
    Hyperline validates the token immediately and rejects it if it is invalid or revoked.
  </Step>

  <Step title="That's it!">
    The integration appears as connected and Hyperline starts matching Intercom conversations to Hyperline customers.
  </Step>
</Steps>

The connection is read-only. Hyperline never sends, replies to, or modifies anything in Intercom.

## What Hyperline fetches

For every matched conversation, Hyperline stores:

| Data         | Details                                                                             |
| ------------ | ----------------------------------------------------------------------------------- |
| Conversation | Intercom conversation identifier, title, and a short preview of the opening message |
| Status       | Normalized to `open`, `closed`, or `snoozed`                                        |
| Priority     | Whether Intercom flagged the conversation as a priority                             |
| Tags         | The conversation tags, used as labels                                               |
| Contact      | Email and name of the contact on the conversation                                   |
| Dates        | Creation date and last update date                                                  |
| Messages     | Each conversation part with its text, author name and email, and date               |

<Warning>
  Internal notes are synced alongside customer-facing replies and stored as notes. Anything written on a conversation in Intercom can therefore be used as context by the monitoring agent.
</Warning>

### Which conversations are matched

Hyperline resolves conversations in two steps. First it finds the Intercom contacts belonging to the customer:

1. If the customer is linked to an Intercom **company**, Hyperline lists that company's contacts.
2. Otherwise, Hyperline searches contacts whose email address is on the customer **Domain**.

It then retrieves the conversations belonging to those contacts.

Public email domains, such as `gmail.com`, are skipped: a contact search on them would match unrelated conversations.

<Tip>
  Keep customer **Domain** values up to date, and link the Intercom company on the customer page when you have one. The company link is the more precise of the two.
</Tip>

## Synchronization

Hyperline synchronizes Intercom once a day, and also refreshes a customer on demand when the customer monitoring agent analyzes it.

## Where Intercom data appears

* **Customer page**: the **Integrations** section shows an Intercom row with the most recent thread. Open it to browse synced conversations with their statuses, labels, and messages.
* **Monitoring agent**: enable Intercom from the agent's **Connectors** tab. See [Customer monitoring agent](../docs/customer-intelligence/customer-monitoring-agent).
* **Analysis results**: Intercom appears under **Data sources** when support context was used.

## Manage the integration

Open **Settings > Integrations** and select **Intercom**. Synchronization errors, such as a revoked token, are reported on this page.

Use **Disconnect** to stop synchronizing new conversations. Revoke the access token in Intercom as well if you want to invalidate it entirely.

## Related

* [Customer intelligence](../docs/customer-intelligence/overview)
* [Customer monitoring agent](../docs/customer-intelligence/customer-monitoring-agent)
* [Integrations overview](./overview)