# Intercom

ClearFeed’s integration with Intercom lets agents and requesters manage support directly from Slack. You can now connect to Intercom in two ways:

* Ticket Mode: Create and manage Intercom tickets from Slack (existing workflow).
* Conversation Mode: Create and manage Intercom conversations directly from Slack.

This gives you flexibility to align ClearFeed with your team’s Intercom setup.

## Integrate Intercom

The setup steps are the same for both modes:

1. Navigate to the[ Integrations](https://web.clearfeed.app/settings/integrations) page on the ClearFeed web app
2. Under the list of integrations, you'll find Intercom as shown below.
3. Select the Integration type and Click on Connect button.
4. You will be prompted to choose how you want the Integration in Intercom to be:
5. Ticket (default)
6. Conversation
7. You will be redirected to Intercom login. Sign in using the account you want to integrate with ClearFeed.
8. Once you sign in, you will need to authorize ClearFeed to integrate with Intercom by clicking on Authorize Access
9. You will then be redirected to the ClearFeed web app where you will get a success message.

{% hint style="danger" %}
The integration type cannot be switched later during reconnect. To change, you would need to disconnect and re-integrate.
{% endhint %}

## Enable Ticketing / Conversations

On the ClearFeed web application:

1. On the ClearFeed web application, open the Collection where you want to enable Ticketing
2. Click on the `Settings` tab, and expand the `Ticketing` section.
3. Enable the toggle, and choose `Intercom` as the `Ticketing platform`.
4. Choose the Trigger Mode: **Emoji** (Manual) or **Automatic**
   * **Emoji:** Create tickets when the configured emoji is used on a message.
   * **Automatic:** Create tickets for all new messages on a channel.
5. **Ask for Requestor Email:** Enable this checkbox to associate a separate requestor email for tickets initiated by responders.

{% hint style="info" %}
**Note:**

* This feature is helpful for agents filing tickets on behalf of requestors (customers or internal users). It allows them to associate the ticket with the requestor's email address instead of their own.
* When this setting is enabled, users will always be prompted to provide a requester email regardless of whether a default email is configured for Requestor Email.
  {% endhint %}

6. Click on `Save` to save the integration successfully

<figure><img src="https://3455705434-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FE2O2wTaNovd6fXpEuLKz%2Fuploads%2Fgit-blob-57f1609974c2830224e72b32493afd813397ac0f%2Fimage%20(22)%20(1).png?alt=media" alt="" width="563"><figcaption></figcaption></figure>

## Creating Intercom Tickets/Intercom Conversations

Based on how you have set up Intercom, Slack threads will either be converted into Intercom Tickets or Intercom Conversations.

### Manually (using Emoji) <a href="#create-tickets-manually-using-emoji" id="create-tickets-manually-using-emoji"></a>

* A conversation is initiated on the request channel.
* React to the first message on the thread using the :ticket: emoji.
* ClearFeed will create an Intercom Ticket or Intercom conversation.
* All messages in the thread (along with the attachments) are synced to the Ticket/conversation.

<figure><img src="https://3455705434-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FE2O2wTaNovd6fXpEuLKz%2Fuploads%2Fgit-blob-d86656a7076b9bdc3ec9b644293625983a0272bc%2FEmoji%20Intercom%20Ticketing%20(1).gif?alt=media" alt="" width="563"><figcaption></figcaption></figure>

### Automatic <a href="#create-tickets-automatically" id="create-tickets-automatically"></a>

* Every new conversation (Slack thread) that is initiated on the request channel gets converted into an Intercom ticket automatically.
* As soon as the ticket conversation occurs, ClearFeed posts a message on the Slack thread sharing the Intercom ticket details.

<figure><img src="https://3455705434-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FE2O2wTaNovd6fXpEuLKz%2Fuploads%2Fgit-blob-6eb70ace7f15f15ee216e3cf98bec1c0a9532875%2FIntercom%20automatic%20(2).gif?alt=media" alt="" width="563"><figcaption></figcaption></figure>

### From Triage

Requests in the Triage channel can be easily converted to Intercom tickets/Conversations using the More Actions button. Follow the steps below to do so:

* For any request on the Triage channel, click on the More Actions button.
* This will open a modal. Here, select the File an Intercom Ticket option and proceed.
* This successfully converts the request into an Intercom ticket/Intercom conversation.

The corresponding request channel thread on Slack now displays the title, ID, and Status of the Intercom ticket.

<figure><img src="https://3455705434-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FE2O2wTaNovd6fXpEuLKz%2Fuploads%2Fgit-blob-6717de888f8e29b0406dede1ec3f11c7c4a6a2c5%2FIntercom%20triage.gif?alt=media" alt="" width="563"><figcaption></figcaption></figure>

## Functionalities in Ticketing Mode

* Replies on the Slack thread and the Intercom ticket are synced bidirectionally.
* The corresponding request channel thread on Slack now displays the Title, ID, URL, and Status of the Intercom ticket.
* Status changes from Intercom are reflected on Slack.
* ClearFeed adds the following labels to the Intercom ticket: slack-channel-name, clearfeed, name of the form used to create the ticket.
* ClearFeed adds the following labels to the Intercom ticket:
  * **clearfeed-slack-channel:** Indicates the Slack channel from which the ticket was created.
  * **clearfeed:** Indicates the ticket originated from Slack via ClearFeed.
  * name of the form used to create the ticket.
* Public comments from the triage channel are also synced back to the Intercom ticket.
* Status change updates are posted on the thread when the Intercom ticket is moved to Solved status.

## Functionalities in Conversation Mode

* Bi-directional sync of replies between Slack and Intercom conversations
* Status mapping: Intercom conversation states (open, snoozed, closed) sync back to Slack
* Assignments: Assign conversations to agents directly from Slack, reflected in Intercom
* Attachments: Files posted in Slack sync to Intercom conversation

{% hint style="info" %}

* Add Internal Notes in Slack to be posted in Intercom conversations for only your team members to see.
* ClearFeed does not add custom attributes or labels (such as 'clearfeed-slack-channel' or 'clearfeed') to Intercom conversations. The Slack channel name and thread link are included in the conversation description, but not as separate attributes or labels.
  {% endhint %}

## Emoji Rules for Intercom <a href="#emoji-rules-for-intercom" id="emoji-rules-for-intercom"></a>

ClearFeed allows you to use emoji reactions on Slack messages to assign and resolve Intercom tickets directly from Slack — using both standard and custom emoji configurations.

**Setting Up Emoji Rules**

To enable and configure emoji rules:

* Open your **Collection's Settings**.
* Expand the **Emoji Rules** section.
* Enable the rules you want to use.
* Click the **edit icon** to customize the emoji for each action.
* To use a custom emoji, click **Add Custom Emoji** and select your desired emoji.

Under **Apply emoji rules for**, choose one of:

* **External ticketing platform**
* **ClearFeed requests & external ticketing platform**

**Behavior When Emoji Rules Are Applied**

Once configured, emoji reactions can trigger Intercom ticket updates:

* Reacting with 👀 (or your chosen "Assign" emoji) will:
  * Assign the Intercom ticket to the reacting user
  * Move the issue from **To-do** (or the default initial state) to **In Progress**
* Reacting with ✅ (or your chosen "Solved" emoji) will:
  * Move the Intercom ticket to **Closed**

**Who Can Trigger Emoji-Based Intercom** **Actions**

| Who reacts with emoji     | Behavior                                                                                |
| ------------------------- | --------------------------------------------------------------------------------------- |
| Responder / Non-Responder | Can assign and resolve Intercom tickets using emoji reactions, as configured.           |
| Whitelisted Bots          | Can only mark Intercom tickets as **solved** via emoji. **Assign** emoji will not work. |
| Non-whitelisted Bots      | Reactions will **not** trigger any Intercom updates.                                    |

{% hint style="info" %}
**Notes:**

* Emoji rules work only when the emojis is applied on the request from Request Channel and by one of the Responders
* Urgent Emoji is not supported for Intercom.
  {% endhint %}

## Screens

When requests are turned into Intercom tickets, details are sent back to the requester in a designated ticket message block on the request channel.

* The screens section lets you customize the ticket message shown to the requester. You can show or hide ticket fields and manage the ticket resolution button.

{% hint style="info" %}

* You can completely disable the ticket message by toggling off Screens. This would mean that whenever Intercom ticket is created, users will not see any confirmation message and ticket details.
* If you want to customize the title of the alert message shared with requesters in the request channel, please reach out to our Support team via Slack or email us at <support@clearfeed.ai>
  {% endhint %}

To configure the ticket message for Intercom ticketing, follow the steps given below:

1. Head over to the [Forms](https://web.clearfeed.app/objects) section on the ClearFeed web application
2. Under the ticketing drop-down, select `Intercom Ticketing`.
3. Select `Screens` from the tabs mentioned under Intercom Ticketing.

   <figure><img src="https://3455705434-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FE2O2wTaNovd6fXpEuLKz%2Fuploads%2Fgit-blob-b4039f36fc0c67b84ed13b4a4f82712dbd26aa76%2Fimage%20(289).png?alt=media" alt="" width="563"><figcaption></figcaption></figure>

### Fields <a href="#visibility-of-fields-on-the-ticket-message-block" id="visibility-of-fields-on-the-ticket-message-block"></a>

* **Status** - By default, the Status of the Intercom ticket is always shown to the requester. This cannot be configured to be hidden.
* **Assignee -** By default, the Assignee is hidden. If enabled, the ticket block will show the Intercom Assignee on Slack.
* **Title**- The title of the Intercom Ticket can be shown to the requester using this field.
* **Ticket URL -** Allows you to show or hide the Intercom ticket URL to the requestor.
* **Form Name -** Name of the Form used to create the ticket.
  * Note: Form name appears only if there is more than one form in the account.
* **Fields populated by Create Form -** Only non-empty, non-hidden fields, marked as editable by 'All' in the 'Create Form', will be displayed in the message.
* **Fields populated by Edit Form -** Only non-empty, non-hidden fields, marked as editable by 'All' in the 'Edit Form', will be displayed in the message.

  <figure><img src="https://3455705434-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FE2O2wTaNovd6fXpEuLKz%2Fuploads%2Fgit-blob-5de89f2ba248c2077b949cbc7e30d346dc821bb6%2Fimage%20(290).png?alt=media" alt="" width="563"><figcaption></figcaption></figure>

### Actions <a href="#actions-available-from-the-ticket-message-block" id="actions-available-from-the-ticket-message-block"></a>

***Unlink Ticket*** button: This button allows users to unlink a ticket from its associated request in the Request Channel. By default, it is visible only to responders in the channel. Check the option to display the `Unlink Ticket` button on the ticket message block.

**Permissions:** `All` or `Responder`.

1. `All` - Allows access to the `Unlink Ticket` button to both the requester and responder
2. `Responder` - Only agents/responders will be able to use the `Unlink Ticket` action to unlink tickets.

<figure><img src="https://3455705434-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FE2O2wTaNovd6fXpEuLKz%2Fuploads%2Fgit-blob-44701e68dd3a026f0461ec9f0f2d27b69932971a%2Fimage%20(264).png?alt=media" alt="" width="563"><figcaption></figcaption></figure>

## Settings

### Sync Settings

Sync settings allow you to choose whether messages are synced bidirectionally or in a single direction. Additionally, you can decide if updates to the linked ticket's status are shared in the Slack thread.

#### For all Tickets

To configure common sync settings for all new tickets - follow the steps below:

1. Access Sync Settings by navigating to [**Objects**](https://web.clearfeed.app/objects/intercom)
2. Choose your Message Sync Mode
3. Select whether status updates are shared in the Status Sync Mode setting

<figure><img src="https://3455705434-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FE2O2wTaNovd6fXpEuLKz%2Fuploads%2Fgit-blob-231b78af8c6db86b11aa35453e04c5bee3929b15%2Fimage%20(7)%20(1)%20(1)%20(1)%20(1)%20(1)%20(1)%20(1).png?alt=media" alt="" width="563"><figcaption></figcaption></figure>

#### For Individual Tickets

You can also configure different sync settings for individual tickets. Once a ticket is created from Slack, access the three-dot menu (shown in the illustration below) and configure your settings.

{% hint style="info" %}
Only Responders can configure Sync Settings for individual tickets from the request channel in Slack
{% endhint %}

<figure><img src="https://3455705434-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FE2O2wTaNovd6fXpEuLKz%2Fuploads%2Fgit-blob-ecaed206490a5205710505d1e1968573886b6987%2Fimage%20(9).gif?alt=media" alt="" width="563"><figcaption></figcaption></figure>

<details>

<summary>Message Sync Mode</summary>

Determines how messages are synced between Slack and Intercom.

* **2-way sync between Intercom and Slack thread:** Replies from Slack are posted on Intercom and comments from Intercom are synced to Slack.
  * **Only forward sync from Slack thread to Intercom:** Replies from Slack are posted on Intercom but comments from Intercom are not posted back on Slack.
* **Only backward sync from Intercom to Slack thread:** Only Intercom comments are posted on Slack and replies from Slack do not go to Intercom.
* **No sync between Intercom and Slack thread:** No comments are synced from Slack or Intercom.

</details>

<details>

<summary>Status Sync Mode</summary>

Determine whether status updates are shared on the request channel thread on Slack or not.

Updates are only delivered when the status is changed to "Solved" or moved to "Open" from "Solved"

* **Sync key status changes from Intercom to Slack thread:** Whenever the ticket is "Solved" or moved to "Open" from "Solved - the updates are shared on Slack.
* **No sync of status changes from Intercom to the Slack thread:** No status updates are synced to Slack.

</details>

### AI-Summarization Setting

You can access these settings on the **Settings** tab [here](https://web.clearfeed.app/objects/intercom).

If enabled, the Description of the ticket will include a summary of the thread messages followed by the messages themselves. If disabled, only the messages will be included.

<figure><img src="https://3455705434-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FE2O2wTaNovd6fXpEuLKz%2Fuploads%2Fgit-blob-955d7c576f919c28b1ec987a6720aec3710112d0%2Fimage%20(38).png?alt=media" alt=""><figcaption></figcaption></figure>

When ClearFeed creates Intercom tickets or conversations from Slack:

* The ticket/conversation description includes ClearFeed-generated content (for example, the original Slack messages and, if enabled, an AI summary).
* This content is controlled by ClearFeed's sync and AI-summarization settings, not by Intercom message templates.

At present, there is **no setting to fully remove or arbitrarily customize all default text** that ClearFeed sends into Intercom when creating tickets or conversations.

You can:

* Turn **AI-Summarization** on or off (to include or exclude the AI summary in the description).
* Configure which fields and details are shown back in Slack using **Screens** and **Forms**.

## Intercom Forms

{% hint style="info" %}
ClearFeed supports importing existing Intercom Ticket Types and configuring them as Forms.
{% endhint %}

Visit the Forms section to learn how to set up forms and utilize them for ticket creation.

{% content-ref url="intercom/forms" %}
[forms](https://docs.clearfeed.ai/clearfeed-help-center/integrations/intercom/forms)
{% endcontent-ref %}

### Creating Tickets with Forms

* Once the forms are set up, users will see a **File Ticket** button. Clicking this button will prompt users to complete ticket creation.
* If multiple forms are set up, a drop-down will appear asking the user to choose which form to fill for the particular ticket.

<figure><img src="https://3455705434-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FE2O2wTaNovd6fXpEuLKz%2Fuploads%2Fgit-blob-6575d27ec32fa5b8f321872848291b4ef3f337af%2Fimage%20(211)%20(1).png?alt=media" alt="" width="515"><figcaption><p>Creating Tickets with Forms enabled</p></figcaption></figure>

## Reverse Intercom Flow

* Intercom tickets started outside of Slack (via email or help centre) can be brought to Slack.
* ClearFeed would enable bi-directional sync of comments and status ensuring that the support team can remain on Slack first while details are captured in the Intercom ticket.

{% hint style="info" %}
We don’t support Conversations created directly in Intercom to be synced into Slack as of now.
{% endhint %}

### Setup

1. Create a dedicated Slack channel to receive the tickets and monitor the channel using ClearFeed ([learn how to monitor a channel](https://docs.clearfeed.ai/clearfeed-help-center/sources/manage-request-channels)).
   * Configure Intercom as the ticketing integration for the Collection to which the channel created above is added - [Setup Intercom ticketing for a Collection](#enable-ticketing)
2. Install the **Intercom Slack app** on your Slack workspace.
3. **Create a new Intercom Workflow**: Follow the steps [**here**](https://www.intercom.com/help/en/articles/6891484-slack-app#h_a5700e2cbe) to create a **Notify Slack channel workflow**.

{% hint style="warning" %}
Add the **Created via API is false** filter to exclude notifications for Intercom tickets created through ClearFeed from another Slack channel. This ensures you only receive notifications for tickets directly submitted via Intercom.
{% endhint %}

<figure><img src="https://3455705434-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FE2O2wTaNovd6fXpEuLKz%2Fuploads%2Fgit-blob-04506cc2801b49a7c1bec93854e0743564fc5768%2Fimage%20(9)%20(1)%20(1)%20(1)%20(1)%20(1).png?alt=media" alt=""><figcaption></figcaption></figure>

3. **Whitelist the Intercom Slack Bot:** Go to the following page → <https://web.clearfeed.app/settings/additional-settings> and under **Bot Whitelisting Preferences**, select the Intercom Slack app.

<figure><img src="https://3455705434-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FE2O2wTaNovd6fXpEuLKz%2Fuploads%2Fgit-blob-ec01d0dabc7f84b679d58dec2e2a9d47ab8be283%2Fimage%20(10)%20(1)%20(1)%20(1)%20(1).png?alt=media" alt=""><figcaption></figcaption></figure>

Here's how the tickets from Intercom would look like coming into Slack:

{% hint style="info" %}
The IDs in the intercom notification message and the message we send can be different. This happens when the ticket ID and the conversation ID for the same tickets are not the same. The ID shown on the message we send is the ticket ID, visible to the requester. The ID shown on the intercom notification message is the Conversation ID.
{% endhint %}

<figure><img src="https://3455705434-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FE2O2wTaNovd6fXpEuLKz%2Fuploads%2Fgit-blob-6945a498dcdc12b7c5abeb2d88368198d83bf218%2Fimage%20(11)%20(1)%20(1)%20(1).png?alt=media" alt=""><figcaption></figcaption></figure>

### Creating and working on Tickets using this approach <a href="#creating-and-working-on-tickets-using-this-approach" id="creating-and-working-on-tickets-using-this-approach"></a>

1. Start a ticket directly from Intercom or via email (to the Intercom support group)
2. Notice how the ticket comes as a notification into Slack in the monitored channel
3. ClearFeed replies to the notification with ticket sync details
4. Reply to the Slack thread and observe how the comments get synced back to Intercom and vice-versa.

## FAQs

1. **Are there any scenarios when we cannot unlink a ticket/task from Slack?**\
   **Answer:** Yes - if the corresponding ClearFeed Request/Ticket is in a Solved or Closed state - tasks cannot be unlinked.


---

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