Connecting Intercom

The Intercom integration is one-way: ProductOS pulls Intercom conversations into your feedback Inbox. There is no write-back, no auto-reply, no tag-mapping UI, and no auto-resolution loop. Only the one-way import exists.

What it does

• Tagged conversations → feedback rows. Each conversation carrying the configured tag becomes one feedback row, tagged source: Intercom.
• Contact capture. The first contact's email lands on metadata.intercom.contact_email.
• Conversation reference. metadata.intercom.conversation_id, the Intercom URL and the conversation state are preserved so you can jump back to the original Intercom conversation.

Connecting

1. In Intercom: Settings → Developers → New app, then copy the access token. (Read scopes on conversations + tags are sufficient, no write scopes required.)
2. In ProductOS: Settings → Integrations → Intercom → Connect. Paste the access token.
3. Configure options:
   • Tag: only conversations carrying this tag are imported. Default feedback. Empty means all conversations (large workspaces beware).
   • Max pages per sync: Intercom returns 50 conversations per page; the default of 5 caps each run at 250 conversations.
4. Connect & test confirms the connection by calling Intercom's /me and reading back the admin name and email.

What's pulled per conversation

• Title: the conversation subject, or the first ~80 chars of the source message when there is none
• Description: the conversation's source message, HTML stripped
• Source: Intercom
• Status: addressed if the conversation is closed, otherwise under-review
• Tags: Intercom conversation tags are kept under metadata.intercom.tags; they are not applied as ProductOS tags
• Contact: the first contact's email on metadata.intercom.contact_email
• Conversation reference: metadata.intercom.conversation_id, URL, state, updated timestamp

Changing import scope

Open Configure on the Intercom card to change the tag or the page cap, then Sync now. Each run pulls up to Max pages × 50 conversations and updates rows it has seen before. Rows are dedup'd against metadata.intercom.conversation_id, so a re-import won't duplicate.

Disconnecting

Settings → Integrations → Intercom → Disconnect. No-op on the Intercom side. Historical feedback rows retain source = Intercom and the metadata.intercom.conversation_id reference (useful for re-importing later).

Privacy

• ProductOS only requests Read scopes, it cannot modify Intercom conversations, contacts, or companies.
• Imported conversation content lives alongside the rest of your feedback.

Next

• Feedback triage workflow: the daily loop your Intercom inflow feeds.