The Intercom integration imports closed conversations and tickets from your Intercom workspace as "Support case" conversations in Four/Four. Your Intercom contacts and companies are imported as customer records. The integration is read-only: Four/Four does not change anything in Intercom or message your customers.
What is imported
Item | Behaviour |
Conversations | Imported with their messages and tags. Only closed conversations become Four/Four conversations; open ones are synced but not analysed until closed. |
Tickets | Imported with their messages. Same rule: only closed tickets become conversations. |
Contacts and companies | Imported as customer records. |
Frequency | Contacts, conversations and tickets are checked every 5 minutes. Companies are refreshed about every 12 hours. |
First sync | Conversations and tickets go back 90 days. |
Connect Intercom
You need an Intercom login that is allowed to authorise apps for your workspace. Nothing needs to be copied between the two products.
Go to Settings > Connections and find Intercom under Service management.
Click Connect. You are taken to Intercom.
Choose your workspace if asked and approve the access request.
Troubleshooting
Authentication failed: the access you approved is no longer valid, for example because it was revoked in Intercom. Click Disconnect, then Connect to approve again.
Setup error: setup did not finish. Click Connect to run it again.
Authentication error banner at the top of Connections: Intercom returned an error during sign-in. Try again, and contact support if it persists.
A conversation is missing: check that it is closed in Intercom and that it was last updated within the 90 days before you first connected.
Permissions
Connecting Intercom requires the Manage connections permission, which is normally held by admins.