How to connect Intercom

Intercom is a contact platform used mainly for chat and email. Connecting it to Assembled lets you forecast and track your Intercom conversation data alongside your other channels. This article walks through connecting the integration, verifying your data, and setting up agents, queues, channel routing, and agent states.

Before you connect: Work with your Intercom admin to prepare your data. If you plan to route conversations into different Assembled queues, make sure each conversation has at least one of these properties set: team assignee ID, admin assignee ID, delivered as, source type, or ticket tag.

How do I connect Intercom to Assembled?

Assembled connects to Intercom using OAuth, which lets Assembled make API requests to the Intercom API on your behalf. This increases your overall Intercom API usage.

1. Have an Intercom admin go to Assembled's Third-party integrations page, under Configure > Third-party integrations > Available.
2. Select Add on the Intercom integration.

Once connected, check the Intercom card on Configure > Third-party integrations. It shows Synced, Sync in progress, or Connected when the connection is working.

Note: If you run into issues connecting, contact support@assembled.com.

How do I verify the connection worked?

Check two places in Assembled:

• Real-time agent analysis (Monitor > Real-time agent analysis, filtered to Source: Intercom) — shows agent states and current adherence. Use this to confirm Intercom agent states are syncing correctly.

• Staffing timeline — shows Intercom conversation volume. Select New and reopened cases to see a line graph of tickets over time and confirm the ticket sync is working.

Keep in mind: If either view shows zero or unusual numbers, contact support@assembled.com.

How do I add agents from Intercom?

Follow the steps in the People management page guide. You can add agents manually, in bulk with Add person > Import from Intercom on the People management page, by CSV upload (Add person > Upload from CSV file), or through the API.

Note: Assembled maps Intercom users to the standard role.

How are Intercom conversations routed to channels?

Assembled automatically detects the source type of each Intercom conversation — such as phone calls, chat, or email — and assigns it to the matching Assembled channel without any manual configuration. This covers seven Intercom conversation source types.

Keep in mind: Earlier versions of Assembled mapped every Intercom conversation to the chat channel by default and required you to contact Support to reclassify any conversations as a different channel. That default no longer applies as of June 2026.

To route conversations into specific Assembled queues, follow the steps in the queue configuration guide, using the conversation attributes listed under "Before you connect" above.

How do I set up agent states for Intercom?

Assembled uses Intercom's admin API endpoints to retrieve agent states. Follow the steps in the agent states setup guide.

How does Intercom data map to Assembled?

Ticket data (chat)

Ticket status

FAQs

What should I do if I see a sync invalid error?

Hover over the message on Configure > Third-party integrations for more detail.

• If you see a 400 error, it's usually permissions-related — for example, the person who originally authorized the sync no longer has the right permissions, has left the company, or someone changed the permission settings. Have someone with admin permissions reauthorize the sync to keep data flowing and reporting accurate.

• If you see a generic error, contact support@assembled.com and the team can help diagnose the root cause.

Does Assembled include outbound messages?

By default, yes. If you'd like to exclude outbound messages, contact support@assembled.com.

How is SLA calculated?

Assembled calculates SLA using first_responded_at - created_at in Intercom.