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Overview

The Intercom integration enables both the Missio Agent and Co-Pilot to manage customer conversations, automate responses, and maintain context across your support channels while syncing data with your other integrated tools.

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Available Tools

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Agent Capabilities

The Missio Agent can autonomously monitor and handle Intercom conversations based on configured rules and detected patterns.
Conversation Management:
  • Monitor incoming conversations
  • Auto-assign conversations
  • Tag conversations
  • Set conversation priorities
  • Create and update tickets
  • Manage conversation status
  • Track resolution times
  • Handle conversation routing
Automation Rules:
  • Auto-respond to common questions
  • Auto-tag based on content
  • Auto-create tickets in Linear/Jira
  • Auto-assign to team members
  • Auto-update customer profiles
  • Sync conversation context
  • Schedule follow-ups
  • Create knowledge base articles

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Co-Pilot Commands

Use natural language commands in the Co-Pilot to manage your Intercom workspace directly from Missio.
Intercom Actions:

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Conversation Management

“Assign this conversation to the engineering team” “Tag this conversation as bug-report” “Set priority to urgent for all API-related issues”

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Customer Management

“Show me recent conversations with customer@example.com” “Update customer profile with new company information” “Create a note about this customer’s preferences”

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Knowledge Base

“Create an article from this conversation” “Find similar help center articles” “Update the API documentation section”

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Team Collaboration

“Route all billing questions to the finance team” “Create a Linear ticket from this bug report” “Schedule a follow-up meeting with this customer”

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Sample Workflows

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1. Support Ticket Management

When: New support request comes in Agent will:
  1. Analyze conversation content
  2. Apply relevant tags
  3. Set appropriate priority
  4. Route to correct team
  5. Suggest relevant documentation
  6. Create tracking ticket if needed

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2. Bug Report Handling

When: Customer reports a technical issue Agent will:
  1. Tag conversation as technical
  2. Create Linear/Jira ticket
  3. Notify engineering team
  4. Send acknowledgment to customer
  5. Link conversation to ticket
  6. Track resolution progress

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3. Knowledge Base Enhancement

When: Using Co-Pilot You can say: “Improve documentation by:
  • Creating articles from resolved issues
  • Updating existing documentation
  • Linking related resources
  • Suggesting content improvements”

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Setup Instructions

  1. Go to Missio Settings → Integrations
  2. Select “Intercom” from support providers
  3. Complete OAuth authentication
  4. Configure Agent rules and Co-Pilot preferences
The Intercom integration requires specific permissions to manage conversations and access customer data. Review the permissions carefully during setup.

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Best Practices

  • Set up clear tagging conventions
  • Configure routing rules by topic
  • Use templates for common responses
  • Maintain organized conversation assignments
  • Regular review of auto-responses
  • Keep knowledge base updated

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Limitations

  • API rate limits apply
  • Some features require specific Intercom plans
  • Historical data sync limitations
  • Custom field restrictions may apply
  • Bot response rules follow Intercom guidelines
Need help? Contact our support team or visit our community forum.