Intercom overview

Run Intercom as the inbox your agents work in while OpenCX resolves, routes, and hands off conversations with full context.

OpenCX works alongside your agents inside Intercom. The AI resolves what it can, escalates what it can’t, and posts a handoff note with summary, sentiment, and language straight into the conversation your reps already live in — no separate inbox, no context rebuild.

Setup starts at Settings → Integrations in your OpenCX dashboard.

What you get

Conversations your reps pick up with full context

When the AI escalates, OpenCX posts an internal note with a conversation summary, detected sentiment, and language. The customer’s full transcript is already in the Intercom thread — your rep reads one conversation, not two tools.

Configurable handoff routing

Choose what happens when the AI hands off: leave the conversation unassigned, route it to a specific admin, or route it to a specific team. Each option maps to how your Intercom inbox already distributes work.

Company and contact data that follows the conversation

OpenCX syncs custom attributes from your Intercom contacts and their attached companies into the AI’s context. The AI sees the same data your reps see — plan tier, account manager, contract date — without manual lookup.

Every conversation traced back to your AI

OpenCX tags every conversation it touches with opencx_handed_off on escalation, and optionally posts a citation note linking back to the OpenCX session. Your reps audit AI reasoning in one click.

Supported channels

Pick the channel you want to wire through Intercom — each page covers the specifics for that channel on top of the shared setup.

Web (Messenger)

Live Messenger conversations handed off to your Intercom inbox.

Email

Email conversations handed off to your Intercom inbox.

Observability

Every conversation OpenCX touches in Intercom is traceable back to the exact OpenCX session. Your reps debug in the tool they already use; your admins audit without re-running the AI.

Tags on every conversation

OpenCX applies opencx_handed_off when the AI escalates. Session-level tags you define in OpenCX sync to the Intercom conversation automatically. Filter your Intercom views and reports on these without leaving Intercom.

Handoff notes with AI reasoning

Every handoff posts an internal note containing the conversation summary, detected sentiment, and language. Your rep opens the conversation and immediately knows why the AI escalated and what the customer needs.

Citation links back to OpenCX

When Send citations as note is enabled, OpenCX posts an internal note linking to the session in your Inbox. One click opens the full transcript, tool calls, AI reasoning, and handoff event.

Get started

Connect your Intercom workspace, select the admin the AI replies as, and paste the webhook URL into Intercom.

Connect Intercom

Credentials, webhook setup, and handoff configuration.

---

Related Documentation

Connect Intercom

Credentials, webhook, admin selection, and settings.

Knowledge Sync

Train the AI on your Intercom conversation data.

Troubleshooting

Credentials failing, webhook silent, AI not replying.