The Intercom steps keep your contacts up to date, act on conversations as one of your admins, open tickets and send messages. Admins, teams, tags and custom attributes are read from your Intercom workspace.

Who can do this

Workspace Admins and Editors. Intercom is a paid-plan service: you can build and test these steps on any plan; publishing a workflow that uses one asks for a paid plan.

Before you start

An Intercom connection in this workspace. See Connect Intercom.

The steps

Step What it does
Create or update a contact Finds a contact by email or your own ID and updates them, or adds them — as a user or a lead — with custom attributes.
Find a contact Finds a contact by email, ID or an attribute.
Add a tag / Remove a tag Tags or untags a contact.
Create a note on a contact Adds a note your team sees on the contact.
Reply to a conversation Replies as an admin you choose — publicly, so the customer sees it, or as a note only your team sees.
Assign a conversation Assigns it to an admin or a team.
Close a conversation Closes it, as an admin.
Snooze a conversation Snoozes it until a date and time.
Create a ticket Opens a ticket of one of your ticket types for a contact.
Send a message Starts a conversation with a contact, in-app or by email, from an admin you choose.

Steps

Create or update a contact:

  1. Select +, then in Apps select Intercom, or search Intercom.
  2. Select Create or update a contact.
  3. Choose the Connection. Your attributes load from Intercom.
  4. Choose User or Lead.
  5. Fill in Email — rohan@consulace.com — and Name — Rohan Mehta. Use {{ }} for what an earlier step found.
  6. Under the attributes, add a row for each custom attribute to set — Company, Northwind Logistics, say.
  7. Select Run this step.

Reply to a conversation:

  1. Add Intercom · Reply to a conversation.
  2. Choose the Connection.
  3. In Conversation, give the conversation's ID — usually {{ }} from the trigger.
  4. Choose the admin the reply comes from — Asha Raghunathan.
  5. Choose Reply (the customer sees it) or Note (only your team).
  6. Type the message.
  7. Select Run this step.

Send a message:

  1. Add Intercom · Send a message.
  2. Choose In-app or Email, and the admin it is sent from.
  3. Give the contact — their ID from Find a contact or Create or update a contact.
  4. For email, type the Subject; then type the message.
  5. Select Run this step. The message is sent for real.

Output

Create or update a contact: the contact — id, url, role (user or lead), email, name, phone, externalId, createdAt, each custom attribute by its name, and outcome. Find a contact: found (true or false) and the contact. Add / remove a tag: contactId, tag. Create a note on a contact: id, contactId, body.

Reply to a conversation, Assign / close / snooze a conversation: the conversation — id, url, state (open, closed, snoozed), title, contactId, contactName, contactEmail, assigneeId, assigneeName, teamName, createdAt, updatedAt, and snoozedUntil when snoozed.

Create a ticket: id, url, ticketType, state, title. Send a message: id, messageType (inapp or email), contactId.

Good to know

  • Replies and messages are sent to customers. Test on a contact of your own — rohan@consulace.com — first.
  • Every conversation step acts as an admin you choose. Intercom shows that admin's name to the customer.
  • A lead and a user with the same email are different contacts in Intercom. Create or update a contact updates the first contact with that email, whichever it is, and gives it the role you choose.
  • Paid: a live run on a plan without paid services is skipped; tests work on any plan.

If something goes wrong

What you see Why What to do
A run fails because the conversation was not found The ID is wrong, or it is in another Intercom workspace. Check the ID comes from this connection's workspace.
A run fails with Intercom's reason — an attribute does not exist The custom attribute was deleted or renamed in Intercom. Refresh the step's attributes and choose it again.
Could not load the fields Intercom did not give the attributes. Reconnect, or Try again.
"Intercom refused the connection: … Reconnect it, or replace the token." The token was rotated, or the app deleted. Replace the token on Connections.