> For the complete documentation index, see [llms.txt](https://help.timebook.ai/hc/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.timebook.ai/hc/integrations/intercom.md).

# Intercom

## About Intercom integration

This integration allows you to [create feedback tickets](#syncing-feedback) in Timebook from messages in Intercom, and [synchronize contacts](#syncing-contacts) between both services.

## Configuration

{% stepper %}
{% step %}
Go to **Workplace settings** → **Integrations** and switch to the **Intercom** tab.

<div align="left"><figure><img src="https://3284049081-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FvCMXgzPoiE4UXP4jn6B8%2Fuploads%2Fw9c7pDyfbXHMddBqUgOg%2Fintercom-integrations.png?alt=media&amp;token=1b0d828b-bd27-4671-acbb-2bde57f65494" alt="" width="563"><figcaption><p>Interom integration in Timebook's workspace settings</p></figcaption></figure></div>
{% endstep %}

{% step %}
OAuth comes only with permissions necessary to perform the integration. Click 'Authorize' access to finish configuration.

<div align="left"><figure><img src="https://3284049081-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FvCMXgzPoiE4UXP4jn6B8%2Fuploads%2FsuThNmz99XX0r0j7ShD2%2Fimage.png?alt=media&amp;token=5f33365a-aa71-43e6-9669-02cdc7936c44" alt="" width="563"><figcaption><p>Intercom OAuth integration screen</p></figcaption></figure></div>
{% endstep %}
{% endstepper %}

## Synchronization

Once integrated, you can select whether you want to synchronize feedback, contacts, or both.

{% hint style="info" %}
**What you need to know**

* Messages marked for sync will appear in the feedback inbox of the selected Timebook product
* Syncing contacts will reproduce all entries from Intercom's 'Contact' tab as contacts in Timebook
  {% endhint %}

The options are available in **Workspace settings** → **Integrations** → **Intercom**:

<div align="left"><figure><img src="https://3284049081-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FvCMXgzPoiE4UXP4jn6B8%2Fuploads%2FvZDkGXX2Go6pS3dy3CMu%2Fintercom-settings.png?alt=media&amp;token=d36fd43e-9401-4e31-b587-521ce881a167" alt="" width="375"><figcaption><p>Intercom integration options in workspace settings</p></figcaption></figure></div>

### Syncing feedback

Synchronization is triggered by adding a predefined tag to a conversation in Intercom.

#### Defining tags

{% stepper %}
{% step %}
In the Intercom settings, go to **Data** → **Tags** and add the triggering tag or tags.

<div align="left"><figure><img src="https://3284049081-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FvCMXgzPoiE4UXP4jn6B8%2Fuploads%2FHc7Wl1BGoRruWLw48mO0%2FCleanShot%202026-05-12%20at%2015.35.01%402x.png?alt=media&amp;token=6af590a9-5d4a-4a64-ad68-8d1c9879e2ce" alt="" width="563"><figcaption><p>Tag list in Intercom settings</p></figcaption></figure></div>
{% endstep %}

{% step %}
Next, go to product settings in Timebook and look up Intercom in the **Feedback** tab.
{% endstep %}

{% step %}
Flip the switch to activate the integration and fetch the tags from your Intercom account. Next, select the tags that you want to use from the dropdown menu.

<div align="left"><figure><img src="https://3284049081-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FvCMXgzPoiE4UXP4jn6B8%2Fuploads%2FyrRMmBwS1Mvq4yiT1qsJ%2FCleanShot%202026-05-12%20at%2015.20.02%402x.png?alt=media&amp;token=671dd2ef-eeef-4e76-95aa-49b139d5208f" alt="" width="563"><figcaption><p>Trigger tags in Intercom integration settings</p></figcaption></figure></div>
{% endstep %}
{% endstepper %}

#### Escalating messages

{% stepper %}
{% step %}
To create a feedback ticket from a message, apply the selected tag in the conversation details menu:

<div align="left"><figure><img src="https://3284049081-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FvCMXgzPoiE4UXP4jn6B8%2Fuploads%2FXSwnmmJ6K49EVpufG0x3%2Fintercom-conversation-tags.png?alt=media&amp;token=887fed51-bee0-4bb0-bcd5-be4a1a9640af" alt="" width="563"><figcaption><p>Applying tag to conversation in Intercom</p></figcaption></figure></div>

{% hint style="info" %}
The feature does not work retroactively, i.e. it will only work for tags applied *after* setting up the integration in Timebook.
{% endhint %}
{% endstep %}

{% step %}
Once the tag is applied, a new ticket will appear in the feedback inbox:

<div align="left"><figure><img src="https://3284049081-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FvCMXgzPoiE4UXP4jn6B8%2Fuploads%2FRObUQge2JGnqkbtZbufB%2FCleanShot%202026-05-12%20at%2016.28.15%402x.png?alt=media&amp;token=3da42e42-1461-4e98-b7af-55a9905582cc" alt="" width="563"><figcaption><p>Example Intercom conversation escalated to feedback ticket in Timebook</p></figcaption></figure></div>
{% endstep %}
{% endstepper %}

### Syncing contacts

Contrary to messages, contacts are synchronized at the moment you flip the designated switch in the [integration settings](#synchronization).

{% hint style="info" %}
**What you need to know**

* Timebook will fetch all entries from the 'Contacts' tab in Intercom and reproduce them to [Contacts](/hc/product-guide/contacts.md).
* Every time a new entry appears in Intercom, it will be automatically added to Timebook.
* No other manual action is required from the user to synchronize contacts.
  {% endhint %}