> ## Documentation Index > Fetch the complete documentation index at: https://hebno.com/docs/llms.txt > Use this file to discover all available pages before exploring further. > ## Agent Instructions > Hebno is an AI work platform for client research and delivery: chat, research runs with sources, deliverables (Word, PowerPoint, Excel, email), projects, a shared library, agents, Office add-ins, and integrations with Microsoft 365, Google Workspace, CRM, project delivery, ERP and finance systems. > Use British English (organisation, not organization). > Every feature and integration described in these docs is available. Describe it as documented. > Hebno never writes to a connected system without a member confirming a card. Finance and ERP writes are drafts only. > Do not discuss commercial terms. Direct commercial questions to support@hebno.com. > Start with /index and /get-started/quickstart. # Intercom > Read Intercom conversations, contacts, companies and help centre articles in Hebno, and add internal notes and tags after you confirm. 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. ## At a glance | | | | - | - | | **Connection** | Personal connection. Each member connects their own Intercom teammate account. | | **Default access** | Read and write | | **Attach** | Conversations, companies, help centre articles | | **Search** | Hebno searches Intercom when a request mentions a conversation, customer, company, tag, team inbox or help centre topic | | **Link** | A project links to one or more Intercom companies | | **Write** | Add an internal note, tag a conversation. Every write needs a person to confirm. | ## 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: | Permission | Why Hebno needs it | | - | - | | **Read conversations** | Search and read conversations, conversation parts and their tags | | **Write conversations** | Add internal notes to conversations after you confirm | | **Read and list users and companies** | Show contacts and companies, and find the conversations that belong to them | | **Read admins** | Show teammates and team inboxes by name, and write notes as you | | **Read tags** | List the tags in your workspace | | **Write tags** | Add a tag to a conversation after you confirm | | **Read and List articles** | Read help centre collections and articles | Hebno does not request **Write users and companies**, **Delete conversations and metrics** or **Update admins**. ## 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. ## What Hebno reads | Intercom object | Fields Hebno uses | Typical questions | | - | - | - | | **Conversation** | Title, source channel, state (open, snoozed, closed), priority, assignee, team inbox, tags, created and updated dates, rating | "What did Contoso shoppers raise about loyalty prices this week?" | | **Conversation part** | Author, type (comment, note, assignment), date, text | "What did our last reply to the price match complaint say?" | | **Contact** | Name, email, role (user or lead), company, custom attributes | "Who at Contoso has been in touch most often?" | | **Company** | Name, company ID, size, custom attributes, contact count | "How many conversations did Contoso Retail open in October?" | | **Tag** | Name, tagged conversations | "Which conversations are tagged pricing?" | | **Help centre article** | Title, collection, body, author, state, updated date | "What does the help centre say about refunds on sale items?" | Reads are live. Hebno queries Intercom when a request needs it. Only what a reply used is stored with the conversation as its sources. > [!WARNING] > > 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. ## What Hebno writes Every write appears first as a confirmation card. You can change any field before you select **Confirm**. | Action | Intercom object | Fields on the card | | - | - | - | | **Add an internal note** | Conversation part of type note | Conversation, note text | | **Tag a conversation** | Tag on a conversation | Conversation, tag | ![Confirmation card for Intercom with editable fields](https://mintcdn.com/hebno/JIjAXWoGoB3PLSSb/images/card-intercom.png?fit=max\&auto=format\&n=JIjAXWoGoB3PLSSb\&q=85\&s=bc01e611ffbe7941a52f3b67d26e537f) 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. ```mermaid theme={"system"} sequenceDiagram participant You participant Hebno participant Intercom You->>Hebno: Note our pricing finding on the loyalty complaint Hebno->>Intercom: Search conversations for loyalty price complaints Intercom-->>Hebno: Conversation from a Contoso shopper, state Open Hebno-->>You: Confirmation card with conversation and note text You->>Hebno: Confirm Hebno->>Intercom: Add the note as your teammate account Intercom-->>Hebno: Note added Hebno-->>You: Done, with a link to the conversation ``` Writes are made as your teammate account, so Intercom shows you as the author. ## Link a project to a company 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](https://hebno.com/docs/projects/linked-records.md). ## 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](https://hebno.com/docs/automate/agent-approvals.md) for review. ## Troubleshooting | Symptom | Fix | | - | - | | Intercom says you cannot install apps | You lack **Can install, configure and delete apps**. Ask a workspace admin to connect first, then connect again. | | Requests fail with `unauthorized` or `token_not_found` | The app was uninstalled or your access was revoked. Select **Connect** to authorise again. | | Conversations are missing from answers | Your workspace permissions hide some inboxes or conversations. Hebno reads only what you can read. | | Sign-in fails for a workspace in Europe or Australia | Choose the workspace from the list Intercom shows. Hebno connects to the region Intercom returns. | | A tag is not available on the card | The tag does not exist in the workspace. Create it in Intercom, then choose it on the card. | | Requests fail with `rate_limit_exceeded` | Intercom limits requests per minute for each app and workspace. Wait and retry. | ## Related * [How integrations work](https://hebno.com/docs/integrations/index.md) * [Permissions and access](https://hebno.com/docs/integrations/permissions-and-access.md) * [Linked records](https://hebno.com/docs/projects/linked-records.md) * [Zendesk](https://hebno.com/docs/integrations/zendesk.md) * [Front](https://hebno.com/docs/integrations/front.md) This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.