Intercom | How to integrate ClaudIA with Intercom step by step

When to use this

• You use Intercom and want to integrate ClaudIA
• You need the official step by step for creating the team, the token, the data connectors and the workflows

Prerequisites

• An Intercom account with admin permission
• A project created in the ClaudIA Panel

About this article

This article explains how to set up the integration between ClaudIA and Intercom. The setup has two sides: in the ClaudIA Panel you provide the token and the teams; in Intercom you create the data connectors that notify ClaudIA on every message and the workflows that assign conversations to her.

Part 1 — In the ClaudIA Panel

Step 1 — Create a dedicated team in Intercom

You need a team used only by ClaudIA.

• In Intercom: Settings → Inbox → Team inboxes → New team inbox

• Create a team named "Cloud Humans" and add the ClaudIA user

• Assignment method: manual

Step 2 — Get the access token in Intercom

• Go to Integrations → Developer Hub → New App

• Create a new app (suggested name: "Cloud Humans")

• Copy the access token from the authentication section

Step 3 — Configure the token in the ClaudIA Panel

In the ClaudIA Panel, paste the token into the Token field.

• In ClaudIA Team, select the team created in Step 1
• In N2 escalation team, select the team that should receive conversations when ClaudIA needs a human
• Click Create integration
• Copy the webhook URL shown on the right side of the screen. You will use it in Part 2.

Part 2 — In Intercom

Step 4 — Create the data connector that notifies ClaudIA

The data connector is what Intercom calls on every customer message so that ClaudIA reads the conversation and replies.

• In Intercom: Settings → Integrations → Data connectors → New connector

• Name the connector (suggestion: Cloud Humans Message Forwarding)

• In the 1 API tab:

  • Method: POST

  • URL: the webhook URL copied in Step 3

  • Keep Validate missing attributes enabled

  • Request body, in JSON. Insert each attribute through the Intercom picker (Conversation ID, Assignee ID, Contact ID, Last Message ID, Message Body); the title is a fixed text:

{
  "conversationId": "{{conversation.id}}",
  "assigneeId": "{{conversation.assignee_id}}",
  "contactId": "{{user.id}}",
  "title": "intercom ticket",
  "latestMessageId": "{{last_conversation_part.id}}",
  "latestMessage": "{{message.body}}"
}

• Click Test and fill in the sample attributes. The expected response is {"message": "message enqueued"}

• In the 2 Data tab, keep the message field selected

• Click Activate

Step 5 — Create the second connector, for messages without text

When the customer sends only an image or an attachment, the conversation has no Message Body and the connector from Step 4 fails attribute validation. To cover this case, create a second data connector identical to the one in Step 4, with a single difference in the body:

"latestMessage": "defaultintercomlatestmessage"

This fixed text tells ClaudIA that the message has no text and that she should fetch the image directly from the conversation. In the workflows of Step 6, this connector runs as the fallback when the first one fails.

Step 6 — Create the two workflows

Two workflows work together: one assigns the conversation to ClaudIA on the first message, the other notifies ClaudIA on every following message. For both, the Intercom path is AI & Automation → Workflows → New workflow.

Workflow 1 — Assignment (first message)

• Trigger: when the customer sends their first message

• Channels: the channels ClaudIA will handle

• Audience: Leads and Users

• Workflow paths:

  1. Assign the conversation to the Cloud Humans team (the team from Step 1)
  2. Run the connector from Step 4 (with Message Body). If it completes, end.
  3. If the connector fails, run the connector from Step 5 (without Message Body). If it completes, end.
  4. If that fails too, add an internal note with the text "Webhook Called Failed"

Workflow 2 — Following messages

• Trigger: when the customer sends any message

• Channels: the same as Workflow 1

• Audience: Leads and Users, with the conversation assigned to the Cloud Humans team

• Workflow paths: the same items 2, 3 and 4 from Workflow 1

Step 7 — Test

Send a test message through your channel and confirm that:

• the conversation was assigned to the Cloud Humans team
• ClaudIA replied exactly once
• when asking for a human agent, the conversation went to the N2 escalation team