Intercom
Intercom
By connecting Slite with your Intercom account, you can instantly search through all your customer support conversations directly in the Slite Agent.
This guide will walk you through the key aspects of the Slite and Intercom connection.
Connecting Intercom & the Slite Agent
This is the first step to get started. This section covers how to set up the connection between Slite and Intercom.
Required permissions for setup
To connect Slite and Intercom, you must have the necessary permissions in both platforms.
- In Slite: Permission to add or remove agent sources depends on your team's settings. By default, only workspace admins or owners can set up a connection. However, a Slite admin can enable a setting to allow all members to add and remove agent 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 Slite.
In Slite, click Agent Sources in the left sidebar (at the bottom).
Click + New source , then choose or search for Intercom and click Connect Intercom .
A new popup will open so you can sign in to your Intercom workspace. After that, another popup will appear so you can authorize Slite to access your Intercom workspace. Click Authorize access.
The initial data sync will begin. Slite Agent will index conversations from the past year.
Once the initial sync is complete, you can use Intercom everywhere in the Slite Agent as an agent source.
How the Slite Agent indexes your Intercom conversations
What we sync
Slite Agent 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, Slite Agent will still keep conversations older than 1 year.
Refresh rate
New Intercom conversations will appear almost instantly in the Slite Agent, but you can always sync them manually if you need.
Metadata
To make your search results more useful, the Slite Agent 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 — Email and name of the user who created/initiated the conversation
- rating — Customer satisfaction rating for the conversation
Access control & privacy
All Slite members can ask about all the synced Intercom conversations if they have an Intercom account with the same email address as in Slite.