Intercom
By connecting Super with your Intercom account, you can instantly search through all your customer support conversations directly in Super.
This guide will walk you through the key aspects of the Super and Intercom connection.
Connecting Intercom & Super
This is the first step to get started. This section covers how to set up the connection between Super and Intercom.
Required Permissions for Setup
To connect Super and Intercom, you must have the necessary permissions in both platforms.
- In Super: Permission to add or remove data sources depends on your team's settings. By default, only workspace admins or owners can set up a connection. However, a Super admin can enable a setting to allow all members to add and remove data sources.
- In Intercom: The user connecting the account must be an admin in Intercom.
Initial Intercom Connection
To begin, you need to connect your Intercom account with Super.
In Super, click Data Sources in the left sidebar.
Find the Intercom option and click Update the Intercom conversations.
A new popup will open so you can sign it to your Intercom workspace. After that, another popup will appear so you can authorize Super to access your Intercom workspace. Click Authorize access.
The initial data sync will begin. We will index conversations from the past year.
Once the initial sync is complete, you can use Intercom everywhere in Super as a Data Source.
Removing Intercom from Super
To disconnect your Intercom account from Super, select it, then click Remove Source from the three-dot menu.
How Super Indexes Your Intercom Conversations
What We Sync
Super will index conversations from the past year but will keep conversations older than 12 months.
For instance, if you've started indexing conversations two years ago, Super will still keep conversations older than 1 year.
Refresh Rate
New Intercom conversations will appear in Super every 6 hours, but you can always sync them manually if you need.
Metadata
To make your search results more useful, Super automatically indexes metadata from your Intercom conversations. These include:
- state - The conversation state (e.g., open, closed, snoozed)
- priority - Priority level of the conversation
- assignee - Person assigned to handle the conversation
- team - Team assigned to the conversation
- tags - Tags associated with the conversation
- creator - User who created/initiated the conversation
- rating - Customer satisfaction rating for the conversation
Access Control & Privacy
All Super members can ask about all the synced Intercom conversations if they have an Intercom account with the same email address than in Super.