Overview
The usual failure of a bot-to-human handoff is that the human starts from nothing. Passing the contact and the conversation into Intercom means the agent opens a thread that already says who this is and what they were asking.
AI Chatbot handles the first pass — the questions your content can answer — and Intercom picks up the rest, which keeps agent time on the conversations that genuinely need a person.
What you can do
These are the jobs the integration is built for.
Collect contacts
Save the visitor on the Intercom record when the chat finishes.
Create tickets
Open a ticket that already has the question and the transcript.
Keep one support history
Chat enquiries sit alongside the rest of the Intercom record.
Set up
Connect Intercom from Agent skills or Integrations in your AI Chatbot widget. Collect contacts and Create tickets are the actions it can run.
- Open your AI Chatbot widget and go to Agent skills or Integrations.
- Choose Intercom and connect your workspace.
- Turn on Collect contacts, Create tickets, or both.
Connected apps and their status are listed in Integrations in your widget, where you can disconnect access at any time.
Requirements
- An AI Chatbot widget published on your site.
- An Intercom workspace with permission to create contacts and tickets.
