# 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="/files/TQo3ZzV37EkPFGcRQFRP" 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="/files/F6Ljo0oFy1NiOdNRpLmj" 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="/files/QivZQvGMAGsxHtgpg0R9" 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="/files/JDw6eEUB3eW8APMIHku7" 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="/files/VNX2anQrzzc9vPnG4Fus" 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="/files/flHRQWlObyvrcgvYG7X8" 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="/files/LP4fYpAbzGRGN6n4SAoo" 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/get-started/discovery/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 %}


---

# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://help.timebook.ai/hc/integrations/intercom.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.