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Automatic Transfer to N2 via ClaudIA in Intercom

Last updated on Sep 12, 2025

1. What is the Intercom + ClaudIA integration for transfer to N2?

This integration allows messages or tickets received through Intercom to be processed by ClaudIA, which automatically decides when to escalate support to Level 2 (N2). ClaudIA can handle part of the support, but in certain cases, it transfers the ticket to a team of specialists (N2), ensuring specialized assistance.

2. When does ClaudIA transfer a ticket to N2 in Intercom?

The transfer occurs when:

  • ClaudIA identifies that the message or context requires a higher level of expertise.

  • There is low confidence in the automatic response or ClaudIA’s ability to resolve the issue.

  • The customer sends a specific tag or signal indicating the request for escalation to a specific group.

  • The conversation flow or internal rules (messages, channel type, etc.) trigger the routing to N2.

3. How to configure Intercom for ClaudIA to operate and make transfers

To enable transfer to N2 via ClaudIA in Intercom, the integration must be properly configured. The main steps are:

  1. Create a dedicated group (Inbox/Team) for ClaudIA

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

    • Create a group, e.g., “Cloud Humans,” and add the ClaudIA user.

    • This group will be used for assigning (manual or automatic) initial conversations to ClaudIA.

  2. Obtain access token in Intercom

    • In Integrations → Developer Hub → New App, create an application (e.g., “Cloud Humans”).

    • Generate and copy the access token.

  3. Configure the token in the ClaudIA / Hub dashboard

    • In the ClaudIA integration panel, paste the token in the corresponding field.

    • Ensure that the user associated with the token is indeed the ClaudIA user. If not, generate the token while logged in with the account ClaudIA uses.

  4. Set up the groups

    • In the ClaudIA dashboard, locate the “Groups” table.

    • Find the group created in Intercom for ClaudIA, copy its ID, and paste it into the “ClaudIA Group” field.

    • Also define the N2 Identifier group, i.e., where ClaudIA will send escalated tickets.

  5. Create actions in Intercom

    • In Integrations → Actions, create a new action.

    • In “Usage,” select “Workflows and Helpdesk.”

    • Configure the POST method for the webhook action provided by the ClaudIA / Hub dashboard.

    • Test the response to ensure the action is active.

  6. Create a Workflow in Intercom

    • Access AI & Automation → Workflows → New Workflow.

    • Create from scratch or adapt an existing one.

    • Set triggers: when the customer sends a message (chat or email), choose applicable channels, and select the “Cloud Humans” group (ClaudIA) for assignment.

    • In the workflow, add the custom action “Cloud Humans Message Forwarding” (or equivalent) to route messages to ClaudIA.

    • If the action fails (“fallback”), set up an alternative action, such as adding a comment “Cloud Humans Webhook Call Failed.”

  7. Test everything

    • After configuration, send test messages to verify that: a) conversations are assigned to ClaudIA; b) ClaudIA acts as expected; c) when necessary, the ticket is forwarded to the N2 group.

4. How does the transfer to N2 via ClaudIA in Intercom work after setup?

After configuration:

  • Incoming conversations or tickets are assigned to ClaudIA's group.

  • ClaudIA evaluates criteria (message, content type, customer-requested tags, etc.).

  • If escalation is decided, ClaudIA uses the configured N2 group as the destination for transfer.

  • The workflow and custom action you set up ensure the ticket goes to the correct group.

  • If there is a failure in triggering the webhook or action, the system logs an error comment (“webhook called failed”) for diagnostics.

5. Benefits of this integration

  • Centralization: everything flows through Intercom, with seamless integration to ClaudIA.

  • Automation: reduces manual initial responses, speeds up support.

  • Consistency: messages are routed in a standardized manner, with fallback in case of errors.

  • Control: you can define which groups are part of the flow (ClaudIA, N2), and monitor and adjust as needed.

6. Recommendations for monitoring and maintaining the process

  • Check logs or fallback comments (when webhook fails) to troubleshoot issues.

  • Audit tickets transferred to N2 to ensure ClaudIA is escalating correctly.

  • Keep the groups in Intercom updated (ClaudIA group, N2 group).

  • Periodically review if customer tags are included in ClaudIA’s recognition rules and if they are properly configured.

  • Test modifications to the flow after any configuration changes.

    Step-by-step integration guide: https://cloudchat.cloudhumans.com/hc/claudia/articles/1740227413-intercom-guia-passo-a-passo-da-integracao