[Intercom] Step-by-step integration guide

This article explains how to set up the integration between Claudia and Intercom, allowing customer messages to be handled correctly.

1. Create an exclusive group in Intercom

You will need a group created solely for Claudia. In Intercom, navigate to Settings > Inbox > Team Inboxes > New Team Inbox, create a group named "Cloud Humans" and add the Claudia user. The assignment method can be manual.

2. Obtain the access token in Intercom

Go to Integrations > Developer Hub > New App, create a new app and name it, you can use "Cloud Humans". Then, copy the access token from the authentication section.

3. Configure the access token

In the Hub, paste the access token you copied from the authentication section of Intercom in the "Token" field.

Note: Information will be loaded into the "Claudia" and "Groups" tables, check if the user displayed is the same one we will use for the AI; if not, create the token in Intercom logged into her account.

4. Define the groups

Look for the group created for Claudia in the "Groups" table, copy its ID and paste it into the "Claudia Group" field.

Repeat the same procedure for the "N2 Identifier" field to define the group that will receive the escalated messages.

Now you can press the "Save" button, but still close the screen.

5. Create actions in Intercom

Go to Integrations > Actions > Create Action.

In "Usage", choose "Workflows and helpdesk".

Give a name and description to your new action. (You can check the settings here)

In the "API Connection" section, configure the method as POST, paste the webhook that is at the bottom of the Hub screen and add the request body.

In the "Test Response" section, enter any value for testing and click on "Request Test".
This will enable the "Save and Activate" button. Save and activate the action.

6. Create a Workflow in Intercom

Now, go to AI and Automation > Workflows > New Workflow > Create from scratch.

• Flow to call actions in the conversation

  During the conversation > When the customer sends a message

  Select the chat channels that it will handle

  Choose Leads and/or Users

  Assigned team is Cloud Humans

• For chat channels:
  In the next path, look for Custom Action > Cloud Humans Message Forwarding
  In "IF THE ACTION IS NOT PERFORMED", search again for Custom Action > Cloud Humans Message Forwarding (Fallback)

  In "IF THE ACTION IS NOT PERFORMED", look for "Add a comment" and write "Cloud Humans Webhook Called Failed"

  For email channels:
  In the next path, look for Custom Action > Cloud Humans Message Forwarding (Email)
  In "IF THE ACTION IS NOT PERFORMED", search again for Custom Action > Cloud Humans Message Forwarding (Email)

  In "IF THE ACTION IS NOT PERFORMED", look for "Add a comment" and write "Cloud Humans Webhook Called Failed"

• Flow to assign tickets to Claudia

  If you already have a workflow that assigns messages to Intercom teams and just want to place Claudia at a specific point:

  Just assign to the Cloud Humans group and call the Action

  For chat channels:
  Add the Custom Action > Cloud Humans Message Forwarding
  In "IF THE ACTION IS NOT PERFORMED", search again for Custom Action > Cloud Humans Message Forwarding (Fallback)

  In "IF THE ACTION IS NOT PERFORMED", look for "Add a comment" and write "Cloud Humans Webhook Called Failed"

  For email channels:
  Add the Custom Action > Cloud Humans Message Forwarding (Email)
  In "IF THE ACTION IS NOT PERFORMED", search again for Custom Action > Cloud Humans Message Forwarding (Email Empty)

  In "IF THE ACTION IS NOT PERFORMED", look for "Add a comment" and write "Cloud Humans Webhook Called Failed"

  If you still don't have a workflow, you can create one similar to this, according to the company's needs:

  

  When the customer sends the first message
  Assign to Cloud Humans

  Custom Action > Cloud Humans Message Forwarding
  IF THE ACTION IS NOT PERFORMED > Custom Action > Cloud Humans Message Forwarding (Fallback)

  IF THE ACTION IS NOT PERFORMED > Add a comment > "Cloud Humans Webhook Called Failed"

Conclusion

Congratulations! You have completed the setup of the Intercom integration through the Hub.

Remember to test everything carefully and configure any other necessary options to meet your needs.