Intercom Connector

Connect Intercom so Applied can open conversations, add replies or internal notes, close conversations, and sync Intercom conversation activity from webhooks.

Use this Connector when Intercom is your help desk and Applied should keep customer handoffs aligned with Intercom conversations.

Common use cases

Open Intercom conversations during Applied escalations.
Add agent replies or internal notes to Intercom conversations.
Close Intercom conversations from Applied workflows.
Sync Intercom conversation activity (new customer messages, admin replies, notes, assignments, and closes) into Applied, and let the AI agent respond to new customer messages.

Applied maps its conversations onto Intercom Conversations (not Intercom’s separate Tickets object), which carry the full reply, note, close, and assign semantics an AI agent needs.

Before you begin

Before connecting Intercom, make sure:

An Intercom teammate can create an app in the Intercom Developer Hub for your workspace and generate a Workspace Access Token.
You have your Intercom App ID, the Access Token, and the app’s Client Secret (used to verify webhook signatures).
You have a test contact or conversation available for validation.

Applied uses the Intercom REST API with a private app’s Workspace Access Token — no public OAuth app or Intercom review is required.

Get Intercom credentials

Create or open a private app in the Intercom Developer Hub for your workspace.

In the Developer Hub, create an app (or open your existing internal app).
Under Authentication, generate a Workspace Access Token.
Copy the App ID and the Client Secret from the app’s Basic Information page.

Connect Intercom in Applied

Open Connectors.
Click New.
Choose Intercom.
Select the API setup path.
Enter the App ID, Access Token, and Client Secret.
Create the connection.

Applied stores the Access Token and Client Secret as encrypted credentials and records the App ID as the integration’s remote ID. The admin identity used to author replies and the workspace region are detected automatically on first use.

Intercom is also available as a Hosted MCP setup path for read-only tool access. Use the API path for the native ticketing and webhook workflows described here.

Configure webhooks

Intercom does not offer an API to manage webhook subscriptions, so configure them once on your app in the Intercom Developer Hub.

Point your app’s webhook endpoint at:


https://<your-applied-domain>/v1/integrations/intercom/event/

Subscribe your app to the conversation topics Applied acts on:

conversation.user.created
conversation.user.replied
conversation.admin.replied
conversation.admin.noted
conversation.admin.assigned
conversation.admin.closed
conversation.admin.opened
conversation.admin.single.created

Applied verifies the X-Hub-Signature header (an HMAC-SHA1 of the raw request body, keyed with your app’s Client Secret) before processing any event, and resolves your workspace using the app_id in the notification.

Validate the connection

After setup:

Create a test Applied escalation and confirm an Intercom conversation is opened for the contact.
Add an internal note from Applied and confirm it appears in Intercom.
Send a customer message in Intercom and confirm Applied syncs the event and the agent replies when auto-reply is enabled.
Close the Applied conversation and confirm the Intercom conversation closes.

Common issues

Tokens are rejected

Confirm the Access Token is a valid Workspace Access Token for the app and that the App ID matches. Workspace access tokens are long-lived and are not refreshed automatically, so a revoked or regenerated token requires reconnecting.

Webhook events arrive but conversations do not sync

Confirm the app is subscribed to the conversation topics above and that the app scopes allow reading and writing conversations. Applied fetches the full conversation before syncing, so read access is required.

Webhook verification fails

The signature is calculated from the raw request body, so proxies or middleware that rewrite the body can invalidate it. Confirm the app Client Secret used for verification matches the app sending the webhooks.

Replies from Applied are not delivered

Confirm the connected workspace has an admin Applied can act as. Applied resolves the admin identity from the access token’s owner.