Intercom
Connect Missio with Intercom to automate customer support and manage conversations
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.
Available Tools
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
Co-Pilot Commands
Use natural language commands in the Co-Pilot to manage your Intercom workspace directly from Missio.
Intercom Actions:
Conversation Management
“Assign this conversation to the engineering team” “Tag this conversation as bug-report” “Set priority to urgent for all API-related issues”
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”
Knowledge Base
“Create an article from this conversation” “Find similar help center articles” “Update the API documentation section”
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”
Sample Workflows
1. Support Ticket Management
When: New support request comes in Agent will:
- Analyze conversation content
- Apply relevant tags
- Set appropriate priority
- Route to correct team
- Suggest relevant documentation
- Create tracking ticket if needed
2. Bug Report Handling
When: Customer reports a technical issue Agent will:
- Tag conversation as technical
- Create Linear/Jira ticket
- Notify engineering team
- Send acknowledgment to customer
- Link conversation to ticket
- Track resolution progress
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”
Setup Instructions
- Go to Missio Settings → Integrations
- Select “Intercom” from support providers
- Complete OAuth authentication
- 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.
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
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.