Issues & support
Set up Intercom (support)
Connect Intercom to make two things searchable at once: support conversations — the full messenger thread, internal notes labelled, tied to the customer and teammate it concerns — and every published Help Center article. Read-only.
Before you start
- The credential is an access token from an internal app: in Intercom open Settings → Integrations → Developer Hub, create an internal app (it never leaves your workspace) and copy the Access Token under its Authentication.
- The token reads what its app is allowed to read; only reads are ever issued.
- Documents → Intercom (support), choose Data region — US, Europe or Australia, matching where your workspace was created.
- Paste the Access token.
- Optionally set History to sync (days) under Advanced — blank reads conversations updated in the last 365 days.
- Choose access groups, Test, then Sync.
What comes in
- Each conversation becomes a document titled from its subject, or its opening line when it has none: state, customer and last update date, then the whole thread as plain text (Intercom strips the formatting server-side), each part named and dated, an internal note labelled as such. Up to 200 parts of a thread are read; a longer one is noted on the sync.
- Every published Help Center article becomes its own document, dated with its last update. Drafts and empty articles are never synced; unpublish one and it drops out on the next sync.
- A thread is re-read only when its conversation changes — every reply moves its update time.
| Data region | Where your Intercom workspace is hosted — US (default), Europe or Australia. A token from one region does not work against another region's API address; your Intercom URL and plan emails say which you are on. |
|---|---|
| History to sync (days) | Optional (Advanced) — conversations last updated more than this many days ago aren't read on a sync. Blank = 365. Conversations already synced stay searchable when they age out of the window; remove a document under Documents if one really must go. Articles always sync in full. |
Access
Intercom exposes no per-conversation viewers to mirror, so the access groups chosen on the source cover every conversation and article it brings in — access is allow-only. Intercom's teammates (never end-user customers) are also offered to “import your team”.
Test names the workspace and counts its teammates; it fails for a token from the wrong region — pick the one the workspace was created on — and a revoked token reads “Intercom rejected the credentials”. Each sync keeps the 1,000 most recently updated conversations inside the window (it says so at the cap) and up to 1,000 articles. Conversations already synced stay searchable once they age out of the window. A conversation deleted in Intercom mid-sync fails on its own without stopping the rest.
Last updated 20 Sep 2026