> 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.

<div align="left"><figure><img src="/files/F6Ljo0oFy1NiOdNRpLmj" alt="" width="563"><figcaption><p>Intercom OAuth integration screen</p></figcaption></figure></div>
{% 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**:

<div align="left"><figure><img src="/files/Bs3x7gYHxNMVd3PsxElb" alt="" width="563"><figcaption><p>Developer Hub location in Intercom settings</p></figcaption></figure></div>
{% endstep %}

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

<div align="left"><figure><img src="/files/jlAMKgow3Xn0PcweeOxF" alt="" width="563"><figcaption><p>Creating new app in Intercom Developer Hub</p></figcaption></figure></div>
{% 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
```

<div align="left"><figure><img src="/files/8FLG5w5xr8luzuQSsdjw" alt="" width="563"><figcaption><p>Required permissions for authentication token</p></figcaption></figure></div>
{% endstep %}

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

<div align="left"><figure><img src="/files/vnPCBHeKaMbuXimqTGXf" alt="" width="563"><figcaption><p>Access token location in Intercom app settings</p></figcaption></figure></div>

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

<div align="left"><figure><img src="/files/e050L8Y2vt7xaRQlTUpu" alt="" width="563"><figcaption><p>Integration details in Timebook</p></figcaption></figure></div>

{% 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:

<div align="left"><figure><img src="/files/aWgKp74EX7szSlkHzboG" alt="" width="563"><figcaption><p>Clien secret location in Intercom app settings</p></figcaption></figure></div>

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

<div align="left"><figure><img src="/files/8GJa0ZT3Vc9akeEoHYNJ" alt="" width="563"><figcaption><p>Webook configuration in Timebook</p></figcaption></figure></div>

{% 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
```

<div align="left"><figure><img src="/files/BoQWtmoRH7wL8ykeoGWe" alt="" width="563"><figcaption><p>Required topics in Intercom webhook</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 %}