Intercom API: conversations, contacts and articles with AI agents
Intercom has a versioned REST API that covers conversations, contacts, companies, tickets and the help center. Software and service companies use it to integrate support, product and CRM. Access is through an access token from an app in the Developer Hub, or through OAuth.
What the Intercom API offers
Conversations
List, reply to, assign, close and tag conversations.
Contacts and companies
Create and update users, leads and companies with custom attributes.
Tickets
Create and follow support tickets and their states.
Articles
Read and publish help center articles.
Events and tags
Record product usage events and segment contacts.
Webhooks
Receive events for conversations and contacts.
How to access the Intercom API
- With your company’s credentialsAn access token from an app created in the Intercom Developer Hub for your own workspace, or OAuth for public apps.
- The API is versioned through a header, so pin the version you use.
- There are request limits per app and per workspace.
- Replies to customers start with approval.
Official documentation: developers.intercom.com
What an iTeam agent does with the Intercom API
Product data in the conversation
Before the support agent opens it, the agent looks up plan, usage and invoices and leaves a note in the conversation.
Conversation becomes a Jira bug
The agent summarizes error reports and turns them into an issue that links back to the conversation.
Attributes always up to date
The agent syncs plan and payment status from billing to the contact in Intercom.
Article from recurring questions
Questions that keep repeating become a draft article for the support team to review.
From the credential to the agent at work, with approval
Create the app in the Developer Hub
In the Intercom Developer Hub, create an internal app for the workspace and copy the access token.
Register the credential in the iTeam vault
The Intercom credential stays in the iTeam vault, out of prompts and spreadsheets. Each agent gets only the actions it needs (read conversations, add a note, update a contact), and anything that writes data goes through approval.
Test with human approval
Before release, add a note to an internal conversation. In the first weeks, write actions stay under approval and everything is in the audit trail.
Ready-made AI teams that use Intercom
Questions about the Intercom API
Is the Intercom API free?
The API is available to Intercom workspaces; the cost is that of your plan and of paid features such as Fin.
Do I need to write code to use the Intercom API with iTeam?
Not necessarily. iTeam's HTTP tool learns the Intercom API endpoints from the documentation, and the deployment team sets up credentials, permissions and the process. Your team validates the result.
Can I use an iTeam agent alongside Fin?
Yes. Fin answers inside Intercom; the iTeam agent handles what crosses systems, such as checking the ERP or opening a ticket in another tool.
