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Intercom

Warpdrive can pull support conversations from Intercom and show them in the history of the matching person, deal, and lead. Before a call, you can see whether the contact has recently written to support, without opening Intercom.

The integration is read-only. Warpdrive never writes to Intercom.

Where conversations appear​

Conversations show as cards in the history feed of:

  • a person
  • a deal
  • a lead

On people and deals they are also listed under the Email filter of the history, next to email threads. Each card shows the conversation title or opening text, a state badge (Open, Closed, or Snoozed), the date of the last message, the message count, and who replied last. Expand a card to read the conversation. The card is read-only.

Without a configured token, none of this appears.

Setting it up​

  1. In your Intercom workspace, open the Developer Hub and create a private app.

  2. Give the app read access to contacts and conversations.

  3. Copy the app's access token.

  4. Set these in the deployment environment and restart:

    • INTERCOM_ACCESS_TOKEN, the token. INTERCOM_ACCESS_TOKEN_FILE is also accepted, pointing at a file that holds it.
    • INTERCOM_REGION, one of us, eu, or au. The default is us. Use the region your Intercom workspace is hosted in.

An empty token leaves the feature off.

How syncing works​

A background job in the worker syncs every 5 minutes. Each run stops after 4 minutes, and the next run continues where it left off.

  • The first run backfills the last 12 months (365 days) of conversations. A large workspace takes many runs to finish the backfill.
  • Later runs fetch changes since the last run, with a 5-minute overlap so nothing near the boundary is missed.
  • Intercom contacts are cached and refreshed every 7 days.

Because the job runs in the worker, check that the worker is running if conversations never arrive.

How conversations match records​

Matching uses email address only. A conversation belongs to a person when one of its Intercom contacts has an email that equals the person's primary email or any of their additional emails, ignoring case.

  • A conversation shows on every matching person.
  • A deal shows the conversations of its person and its participants.
  • Contacts whose address starts with noreply, no-reply, donotreply, do-not-reply, or mailer-daemon are never matched.

Visibility​

Conversations show only on people, deals, and leads you are allowed to see. The history lists the most recent 200 conversations.

What is shown​

Only the opening message and the comment parts of a conversation are shown. Admin notes, redacted or empty parts, and every other kind of part are dropped. Remote images in a message are blocked until the viewer chooses to allow them.

Troubleshooting​

Contacts sync but no conversations appear. The private app's token cannot read conversations. Open the app in Intercom's Developer Hub, add read access to conversations, and let the next sync run.

Nothing appears at all. Confirm the token is set and the service was restarted, that INTERCOM_REGION matches your workspace, and that the worker is running. Then check that the person's email in Warpdrive matches the email on the Intercom contact.