Connect Intercom
Connect an Intercom workspace so Adduce reads what customers said in closed conversations and tickets, and turns it into evidence.
Adduce reads the conversations and tickets your support team has already finished with, and keeps what the customer said in them.
Before you begin
- Role: project Editor or Lead. A workspace Admin is a lead on every project.
- In Intercom: permission to create an access token in the Developer Hub.
- To hand: the region your Intercom workspace is hosted in, and an access token.
- Time: five minutes.
What Adduce reads
| Surface | What it becomes |
|---|---|
| Closed conversations | Evidence quoting the customer, one item per point they made |
| Tickets | Evidence describing what the ticket was about |
Only conversations that are closed are read. An open conversation is still moving, and reading it half-finished would put half a complaint on the record; Adduce waits and picks it up on a later sync. What your teammates wrote is context, not evidence — evidence has to come from a customer.
Permissions the token needs
| Read access to | Why |
|---|---|
| Conversations | the customer's own messages |
| Tickets | the ticket subject and its replies |
No write scope is requested. Adduce never replies, tags or closes anything in Intercom. The connection test itself calls Intercom's /me, which any valid token can reach.
Steps
In Intercom, open Settings → Developers → Developer Hub, create an app for your own workspace, and copy its access token.
In Adduce, open the project, choose Sources, then Add source.
Choose the Intercom tile.
On Connection details, name the source, pick the Data region your workspace is hosted in — US, EU or AU — and paste the access token.
Choose Continue. Adduce calls Intercom with the token before saving anything, so a wrong region or a revoked token is refused here.
Back on Sources, the new row shows Connected, and it will show a count once the first sync has run.
First sync and cadence
The first sync reads the last ninety days of closed conversations and tickets. After that Adduce syncs once a day at 03:00 UTC, and Sync now runs one immediately. Conversations and tickets are tracked separately, so a problem reading one never loses the other's place.
Disconnect or replace credentials
Delete the source from its page and type its name to confirm. Deleting removes the evidence it produced. To rotate the token, delete the source and add it again; the next sync backfills ninety days afresh.
If it did not work
Why was my token rejected?
Either the token is wrong or revoked, or the Data region does not match where your workspace is hosted. Adduce calls only the region you picked, so an EU workspace with US selected fails exactly as a bad token would. Intercom shows the region under Settings → Workspace → General.
Why is there no evidence from this week's conversations?
Only closed conversations are read, and the first sync reaches back ninety days. A conversation closed today is read on tonight's sync.
Why is there less evidence than we have conversations?
Evidence comes from what the customer wrote. A conversation that is only your team talking, or only an automated message, produces nothing.