Go to Workplace settings → Integrations and switch to the Intercom tab.
Interom integration in Timebook's workspace settings
2
OAuth comes only with permissions necessary to perform the integration. Click 'Authorize' access to finish configuration.
Intercom OAuth integration screen
Synchronization
Once integrated, you can select whether you want to synchronize feedback, contacts, or both.
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
The options are available in Workspace settings → Integrations → Intercom:
Intercom integration options in workspace settings
Syncing feedback
Synchronization is triggered by adding a predefined tag to a conversation in Intercom.
Defining tags
1
In the Intercom settings, go to Data → Tags and add the triggering tag or tags.
Tag list in Intercom settings
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Next, go to product settings in Timebook and look up Intercom in the Feedback tab.
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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.
Trigger tags in Intercom integration settings
Escalating messages
1
To create a feedback ticket from a message, apply the selected tag in the conversation details menu:
Applying tag to conversation in Intercom
The feature does not work retroactively, i.e. it will only work for tags applied after setting up the integration in Timebook.
2
Once the tag is applied, a new ticket will appear in the feedback inbox:
Example Intercom conversation escalated to feedback ticket in Timebook
Syncing contacts
Contrary to messages, contacts are synchronized at the moment you flip the designated switch in the integration settings.
What you need to know
Timebook will fetch all entries from the 'Contacts' tab in Intercom and reproduce them to Contacts.
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.
