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Overview

The Intercom Connector automatically syncs your customer conversations and message threads from Intercom to cxconnect.ai.

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What Data is Synced

The connector will sync the following information from your Intercom account:
  • Conversations: Customer conversation details including participants, status, and metadata
  • Messages: All individual messages and replies within each conversation

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Prerequisites

Before you begin, make sure you have:
  1. Administrator access to your Intercom workspace
  2. Ability to create or access apps in Intercom Developer Hub

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Required Information

You’ll need to provide the following when setting up the connector:
FieldWhat is it?Where to find it
Access TokenSecure key for API accessGenerated in Step 1 below (save it immediately)

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Setup Instructions

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Step 1: Create Access Token in Intercom

  1. Log in to your Intercom workspace as an administrator
  2. Go to Settings > Developers > Developer Hub
  3. Either click New app or select an existing app
  4. Navigate to the Authentication section
  5. Click Generate access token
  6. Give it a name: cxconnect.ai Sync
  7. Make sure it has read access to conversations
  8. Important: Copy the Access Token immediately - you won’t be able to see it again

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Step 2: Verify Permissions

Make sure your access token has these permissions:
  • Read conversations
  • Read conversation parts (messages)

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Step 3: Connect in cxconnect.ai Admin Portal

  1. Log in to the cxconnect.ai Admin Portal
  2. Go to Sync Connectors > Add Connector
  3. Select Intercom
  4. Enter your Access Token from Step 1
  5. Click Test Connection to make sure everything is set up correctly
  6. Click Save & Activate to start syncing

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Step 4: Monitor Your Sync

The Sync Engine is currently in development and not yet deployed. This documentation is provided in advance of the feature release.
Once activated, the connector will automatically sync your data:
  • Initial sync may take some time depending on conversation volume
  • Monitor progress in the Admin Portal dashboard
  • Check sync logs for any issues

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Troubleshooting

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Connection Issues

Problem: Unable to connect or authenticate What to check:
  • Verify the access token is copied correctly (including all characters)
  • Make sure the token hasn’t been revoked in Intercom
  • Check that the app associated with the token is still active
  • Ensure the token has read permissions for conversations

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Missing Messages

Problem: Conversations sync but messages are incomplete What to check:
  • Verify the access token has read permissions for conversation parts
  • Check that conversations have actual messages in Intercom
  • Contact support if data consistently appears to be missing

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Token Expired

Problem: Connection works initially but then fails What to check:
  • Check if the access token has been revoked in Intercom
  • Verify the app is still active in Developer Hub
  • Generate a new token if the old one was revoked

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Need Help?

If you’re still experiencing issues: