Intercom triggers check your Intercom workspace on a schedule. Each check starts a run for every match since the last one:

  • Intercom · New conversation
  • Intercom · Conversation closed
  • Intercom · New contact

Who can do this

Workspace Admins and Editors. Intercom is a paid-plan service: you can build and test the trigger on any plan; publishing the workflow asks for a paid plan.

Before you start

An Intercom connection. See Connect Intercom.

Steps

  1. Open the workflow in the designer and open the trigger picker — Browse all triggers, or Change how it starts on an existing trigger.
  2. Under Intercom, select the trigger — New conversation, say. Or type Intercom in Search triggers.
  3. In Connection, choose your Intercom connection.
  4. Under Checks, choose Every 5 minutes or Every 15 minutes.
  5. Open the Output tab and select Fetch a sample. The newest conversation or contact comes in, and Test run starts with it.
  6. Add the steps, test, then Publish. The panel reads Checking every 5 minutes — Last checked 10:45 · next 10:50.

What happens next

  • The first check after publishing only notes where things stand. Conversations and contacts already there never start a run.
  • Each match starts one run. A conversation gives id, url, state, title, contactId, contactName, contactEmail, assigneeId, assigneeName, teamName, firstMessage, createdAt and updatedAt; a contact gives id, url, role, email, name, phone, externalId, createdAt and each custom attribute by its name.
  • A check that finds nothing starts no run and costs nothing.
  • Recent checks on the trigger's settings show Nothing new, or 2 found · 2 runs.

Good to know

  • A run starts at the next check, up to 5 or 15 minutes after the conversation — not the moment it arrives.
  • New contact includes leads as well as users, unless you choose one of them in Role.
  • A conversation closed and reopened between checks starts no run, because it is open at the check.
  • Runs start in Production and count in the month's allowance.

If something goes wrong

What you see Why What to do
Nothing matches yet — add one, then fetch again. Nothing matches yet. Start a test conversation from the Messenger, then Fetch a sample.
Not checking since 10:45 with Intercom's reason Intercom stopped accepting the connection. Select Reconnect, then Check now. See When an app trigger stops checking.