> ## Documentation Index
> Fetch the complete documentation index at: https://docs.missio.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Intercom

> Connect Missio with Intercom to automate customer support and manage conversations

## Overview

The Intercom integration enables both the Missio Agent and Co-Pilot to manage customer conversations, automate responses, and maintain context across your support channels while syncing data with your other integrated tools.

## Available Tools

### Agent Capabilities

<Info>
  The Missio Agent can autonomously monitor and handle Intercom conversations
  based on configured rules and detected patterns.
</Info>

**Conversation Management:**

* Monitor incoming conversations
* Auto-assign conversations
* Tag conversations
* Set conversation priorities
* Create and update tickets
* Manage conversation status
* Track resolution times
* Handle conversation routing

**Automation Rules:**

* Auto-respond to common questions
* Auto-tag based on content
* Auto-create tickets in Linear/Jira
* Auto-assign to team members
* Auto-update customer profiles
* Sync conversation context
* Schedule follow-ups
* Create knowledge base articles

### Co-Pilot Commands

<Info>
  Use natural language commands in the Co-Pilot to manage your Intercom
  workspace directly from Missio.
</Info>

**Intercom Actions:**

# Conversation Management

"Assign this conversation to the engineering team"
"Tag this conversation as bug-report"
"Set priority to urgent for all API-related issues"

# Customer Management

"Show me recent conversations with [customer@example.com](mailto:customer@example.com)"
"Update customer profile with new company information"
"Create a note about this customer's preferences"

# Knowledge Base

"Create an article from this conversation"
"Find similar help center articles"
"Update the API documentation section"

# Team Collaboration

"Route all billing questions to the finance team"
"Create a Linear ticket from this bug report"
"Schedule a follow-up meeting with this customer"

## Sample Workflows

### 1. Support Ticket Management

When: New support request comes in
Agent will:

1. Analyze conversation content
2. Apply relevant tags
3. Set appropriate priority
4. Route to correct team
5. Suggest relevant documentation
6. Create tracking ticket if needed

### 2. Bug Report Handling

When: Customer reports a technical issue
Agent will:

1. Tag conversation as technical
2. Create Linear/Jira ticket
3. Notify engineering team
4. Send acknowledgment to customer
5. Link conversation to ticket
6. Track resolution progress

### 3. Knowledge Base Enhancement

When: Using Co-Pilot
You can say:
"Improve documentation by:

* Creating articles from resolved issues
* Updating existing documentation
* Linking related resources
* Suggesting content improvements"

## Setup Instructions

1. Go to Missio Settings → Integrations
2. Select "Intercom" from support providers
3. Complete OAuth authentication
4. Configure Agent rules and Co-Pilot preferences

<Note>
  The Intercom integration requires specific permissions to manage conversations
  and access customer data. Review the permissions carefully during setup.
</Note>

## Best Practices

* Set up clear tagging conventions
* Configure routing rules by topic
* Use templates for common responses
* Maintain organized conversation assignments
* Regular review of auto-responses
* Keep knowledge base updated

## Limitations

* API rate limits apply
* Some features require specific Intercom plans
* Historical data sync limitations
* Custom field restrictions may apply
* Bot response rules follow Intercom guidelines

Need help? Contact our support team or visit our [community forum](https://discord.gg/9CwnRH2Bgt).