Plans and permissions:
- Connect Intercom: Admin role, or a custom role with Configure third-party integrations set to Can configure third-party integrations
- Import team members from Intercom: Admin or Manager role, or a custom role with Manage team set to Create, edit, or delete any person or Create, edit, or delete certain people
- The person who connects must also be an Intercom admin, because they authorize Assembled in Intercom.
Use the Intercom integration to bring your Intercom conversations into Assembled, so you can forecast and track them alongside your other channels, and to track your team’s Intercom status for real-time adherence. Assembled connects to Intercom with OAuth and reads data through the Intercom API, which adds to your Intercom API usage.
To connect it, go to Configure > Third-party integrations, select Available, and find Intercom.
How the Intercom integration works
- Conversations sync every minute. Assembled reads agent states from Intercom’s admin API about every 30 seconds.
- Outbound messages are included by default. To leave out conversations that only have outbound messages, contact our team.
- Channels come from each conversation’s source type in Intercom, as in the table below.
| Intercom source type | Assembled channel |
|---|---|
| phone_call | Phone |
| sms, whatsapp | SMS |
| facebook, instagram, twitter | Social |
| conversation, and any other source type | Chat |
Connect Intercom
If you plan to route conversations into several Assembled queues, work with your Intercom admin first to make sure each conversation has at least one of the properties in Set up queues for Intercom.
- Go to Configure > Third-party integrations and select Available.
- On the Intercom card, select Connect integration. Intercom opens in a new page.
- Sign in to Intercom as an admin, and authorize Assembled.
When you return to Assembled, the Intercom card moves to In use, with a Connected tag, when it was authorized, and a sync line for each kind of data. To review how Intercom conversations are routed, select Manage queues, mappings, and exclusions.
To disconnect, open the Edit integration menu on the Intercom card and select Disable integration. All Intercom syncs stop.
Check that data is coming in
To check agent states, go to Monitor > Real-time agent analysis and filter to the Intercom source. Team members should show their current Intercom state and adherence. See Real-time agent analysis.
To check conversations, go to Schedule > Staffing timeline and open the New and reopened cases tab. The chart shows Intercom conversations over the day.
If either view shows no data or numbers you don’t expect after an hour, chat with our team.
Add team members from Intercom
- Go to Manage team > People management.
- Select Add people > Import from Intercom.
- Choose the people to add, and import them.
Intercom users are added with the Standard role. You can also add people with Add people > Import from CSV file, or through the Assembled API. For more, see People management.
Set up queues for Intercom
To split Intercom conversations into queues, create queue rules in Configure > Queues and exclusions. For Intercom, rules can match on Admin Assignee Id, Delivered As, Source Type, Team Assignee Id, or Ticket Tag. For the steps, see Queues and exclusions.
Set up agent states for Intercom
To decide how each Intercom status counts in Assembled, map it in Configure > Agent states, on the Mappings tab. For the steps, see Agent state mappings.
How Intercom data maps to Assembled
First response time
First response time is the time from the start of a conversation to its first response (first_responded_at). What counts as the start depends on the channel:
| Channel | First response time |
|---|---|
| Phone |
first_responded_at − when the call started |
| Chat and SMS |
first_responded_at − when the chat started |
| Email, social, and other channels |
first_responded_at − created_at
|
Status
Assembled sets a conversation’s status from the latest Intercom conversation part that changes it:
| Intercom conversation part | Status in Assembled |
|---|---|
| snoozed | Snoozed |
| close | Closed |
| open, unsnoozed, timer_unsnooze, note_and_reopen, note_and_unsnooze, assign_and_reopen, assign_and_unsnooze | Open |
Common issues
If a sync line on the Intercom card turns red, hover over it to see the error.
- A sync line shows a 400 or 401 error: Assembled has lost permission to read from Intercom, often because the person who connected it lost admin access or left. Have an Intercom admin disconnect Intercom in Assembled and connect it again.
- A sync line shows any other error: Chat with our team and include the error text.