Integrations · Intercom

Intercom AI integration

Run Nexora Chat as a first-class agent inside Intercom Messenger. The agent handles inbound conversations, qualifies leads against your routing rules, and transfers to a human teammate when the conversation needs one. Sessions live in the Intercom Inbox; reps pick up where the agent left off with full context. Articles, custom bots, and your existing Resolution Bot continue to work — Nexora adds an LLM-native conversation layer alongside, not instead of, what you've built.

How it works

Three steps to ship Intercom in your pilot

STEP 1

Install the Intercom app

Install Nexora from the Intercom App Store (or wire up a private app for restricted workspaces). OAuth flow reads your team, segment, and routing configuration so the agent assigns conversations correctly.

STEP 2

Route conversations to the agent

Use Intercom rules to send specific inbound conversations to Nexora — by URL path, by team availability, by visitor segment. The agent handles the conversation in the Messenger; the visitor experience is seamless.

STEP 3

Hand off to a teammate

When the conversation needs a human, the agent assigns the conversation to a teammate or team with a context summary as an internal note. Articles and the existing Resolution Bot continue to work in their established roles.

What teams use it for

Common Intercom use cases

  • High-traffic Messenger deployments where Nexora handles 60-70% of inbound and routes the rest cleanly to a human teammate.

  • Account-tier-aware routing: free-tier visitors handled by the agent, enterprise accounts routed to a named CSM.

  • Out-of-hours coverage: agent picks up after teammate hours, sets the right tone, captures the issue, and queues for morning follow-up.

Code preview

Intercom — assign conversation to teammate with context

HTTP
POST /conversations/{conversation_id}/parts
{
  "type": "assignment",
  "admin_id": "<routing-target-admin-id>",
  "message_type": "note",
  "body": "<agent-summary>\nDetected intent: <intent>\nKey points: <bullets>"
}

Stylised example — not a runnable script. Endpoints, payload shapes, and authentication are documented in the integration runbook shipped during the pilot.

Frequently asked questions

Common questions

Does the Intercom integration work alongside Resolution Bot?

Yes. Nexora Chat and the Intercom Resolution Bot can coexist. Use Resolution Bot for high-confidence article matches and Nexora for the long-tail conversations where the visitor's question isn't covered by an article. Routing rules decide which surface handles which conversation.

Can the agent set custom Intercom attributes?

Yes. Detected intents and conversation outcomes can write to custom user attributes, company attributes, or conversation attributes. Marketing-qualified-lead segmentation, account-tier upgrades, and CS escalation flags all flow into Intercom's native segmentation model.

How does teammate handoff appear to the visitor?

From the visitor's perspective, it's a seamless transition — the same Messenger thread, a new responder. The teammate sees an internal note summarising what was discussed and the detected intent, so they can pick up without asking the visitor to repeat themselves.

Is the Intercom installation tenant-isolated?

Yes. Each Intercom workspace connects independently with its own OAuth grant. Multi-workspace customers (e.g. a parent brand with regional sub-brands) get isolated agent configurations per workspace. Nothing crosses the workspace boundary — neither data nor agent behaviour.

Ready to wire Intercom into your pilot?

Pilot in 14 days. Live in 30.

A 30-minute scoping call. We bring the Intercom integration patterns. You bring the system credentials and the first use case.

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