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The Intercom integration brings customer conversations into your client work. Ask what Contoso shoppers said about the new loyalty prices, which conversations a company opened last month, or what the help centre says about refunds, and Hebno answers from Intercom with each conversation and article cited. When a request implies a change, such as adding an internal note or tagging a conversation, Hebno shows a confirmation card and writes to Intercom only after you confirm.

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At a glance

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Before you start

You need:
  • A teammate seat in the Intercom workspace you want to use. If you belong to more than one workspace, you choose one when you connect.
  • The Intercom permission Can install, configure and delete apps, or a workspace admin who installs Hebno for the workspace first. After the app is installed, other teammates connect with their own account.
  • An allowed integration. An owner or admin sets Intercom to Allow under Admin → Connectors → Catalogue.
Intercom sets permissions on the app in its Developer Hub configuration rather than in the sign-in request. The Hebno app uses these: Hebno does not request Write users and companies, Delete conversations and metrics or Update admins.

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Connect Intercom

1

Start the connection

Open Settings → Connections, find Intercom under Customer support and select Connect. You can also select Connect from the prompt in a chat.
2

Sign in to Intercom

Sign in, choose your workspace if you belong to more than one, and select Authorize access.
3

Return to Hebno

The card shows Connected with your workspace name.
Hebno reads and writes as your teammate account, and Intercom applies your workspace permissions to what you can see. Tokens are encrypted at rest. Select Disconnect at any time, or ask an admin to revoke the connection under Admin → Connectors → Connections. An Intercom admin can also uninstall the app from the Intercom App Store settings, which disconnects every teammate.

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What Hebno reads

Reads are live. Hebno queries Intercom when a request needs it. Only what a reply used is stored with the conversation as its sources.
Excerpts a reply uses become part of the conversation. Anyone you share the conversation with can read them, including customer messages and internal notes from Intercom.

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What Hebno writes

Every write appears first as a confirmation card. You can change any field before you select Confirm.
Confirmation card for Intercom with editable fields

An Intercom change pending confirmation. Nothing is written until you confirm.

Notes are visible to teammates only, never to the customer. Hebno never sends a reply to a customer, assigns, snoozes or closes a conversation, creates tags, or changes contacts, companies or help centre articles. Writes are made as your teammate account, so Intercom shows you as the author. Linking marks which Intercom companies belong to an engagement, so you can ask “what are customers saying?” without naming the company.
  1. Open the project and select Brain.
  2. Under Linked records, select Link record, then Intercom.
  3. Search by company name or company ID and select the company. Repeat for each company in the engagement.
In chats tagged to the project, Hebno starts with conversations from the linked companies for any customer question. See Linked records.

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Use Intercom in chat

  • Attach: open the + menu, choose Sources → Intercom, and pick a conversation, a company or a help centre article. Or type / and choose Intercom.
  • Ask: name the client, tag or topic in your request. For example:
    Summarise the conversations tagged pricing from the last two weeks and quote three representative customers.
    Compare what the help centre says about price matching with what teammates tell customers in conversations.
    Tag the five loyalty price complaints from yesterday with pricing-review.
  • Research runs show a Checking Intercom step, with a chip for each conversation and article it read.
  • Agents can read Intercom on a schedule, for example a weekly theme summary of conversations tagged pricing. Writes an agent proposes appear in agent approvals for review.

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Troubleshooting