> 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-1.md). # Intercom (legacy) ## 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 ### Method 1: OAuth {% stepper %} {% step %} Go to **Workplace settings** → **Integrations** and switch to the **Intercom** tab. Select **OAuth** as the method and click the button to proceed. {% endstep %} {% step %} OAuth comes only with permissions necessary to perform the integration. Click 'Authorize' access to finish configuration.

{% endstep %} {% endstepper %} ### Method 2: Access token {% stepper %} {% step %} Go to **Workplace settings** → **Integrations** and switch to the **Intercom** tab. Select **Access token** as the method and click the button to begin configuration. {% endstep %} {% step %} In your Intercom account, go to **Settings** → **Integrations** and open the **Developer Hub**:

Developer Hub location in Intercom settings

{% endstep %} {% step %} Next, create a new app for your Intercom workspace:

Creating new app in Intercom Developer Hub

{% endstep %} {% step %} The app comes with an authentication token. Timebook requires the following permissions to work: ``` People and conversation data: Read and list users and companies Read and write users Read one user and one company Read conversations Read tags Workspace data: Read admins ```

Required permissions for authentication token

{% endstep %} {% step %} When ready, go to the **Authentication** and copy the access token:

Access token location in Intercom app settings

Then, paste the token back to Timebook and click 'Connect' to authenticate Intercom:

{% endstep %} {% step %} The next step is configuring the webhook that will allow us to track events in real-time. For this, we need the webhook URL. Go back to your application in Intercom, switch to the **Basic information** tab, and copy the client secret:

Clien secret location in Intercom app settings

Paste the secret in Timebook and click 'Generate webhook URL':

{% endstep %} {% step %} Copy the URL and switch back to the **Webhooks** tab in your Intercom app. Generate a new webhook with the topics listed below ⬇️. When ready, paste the copied URL in the **Endpoint URL** input to finish configuration. ``` Company company.contact.attached company.contact.detached company.created company.updated Contact contact.lead.created contact.lead.updated contact.user.created contact.used.updated Conversation conversation.admin.noted conversation.admin.replied conversation.operator.replied conversation.user.replied ConversationPart conversation_part.redacted conversation_part.tag.created ```

{% 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**:

Intercom integration options in workspace settings

### 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.

{% 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.

Trigger tags in Intercom integration settings

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

Applying tag to conversation in Intercom

{% 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:

Example Intercom conversation escalated to feedback ticket in Timebook

{% 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 %}