Intercom

Run your Intercom support and CRM workspace from a flow. Manage contacts and companies, triage conversations and tickets, send proactive messages, tag and segment people, submit events, and author Help Center content.

5 triggers 79 actions available

New Conversation fires when a customer opens a support chat

Agent reads the message text and pulls the contact's recent history

Agent classifies the intent and sentiment of the message

Agent drafts a suggested reply and attaches the relevant context

Agent posts the draft and the classification to the support queue

For an angry or ambiguous message, a support lead edits and sends the reply; the agent never auto-answers a flagged conversation

What This Integration Enables

FlowRunner agents use Intercom to take the mechanical work out of support while keeping people on the conversations that need judgment. An agent can sync contacts and companies from your own system, create and reply to conversations and tickets, snooze, assign, and close, send proactive in-app or email messages, tag and segment people, submit custom events to track behavior, and publish Help Center articles. The polling triggers let a workflow start the moment a conversation, contact, or ticket appears. The line the agent respects is the reply itself. It prepares the answer. A person decides when the answer needs a person.

Without FlowRunner

Cold triage New conversations wait in a queue until an agent has time to read them

Context hunting The support rep opens several screens to reconstruct the customer's history

Risky auto-replies Blanket automation answers frustrated customers with a canned line

With FlowRunner

Warm triage The agent classifies and enriches each conversation as it arrives

Context attached The rep sees the customer's history and a suggested reply in one place

Human on the hard ones Angry or ambiguous messages are handed to a person before any reply goes out

Use Case Scenarios

Triage with a human gate on hard conversations

When New Conversation fires, the agent reads the message, pulls the contact's history, and classifies intent and sentiment. Routine questions with a clear answer get a suggested reply the rep can send in one click. A message classified as angry, or one whose intent is ambiguous, is routed to a support lead with the full context and no auto-reply. The agent does the reading and drafting. A person owns the sensitive replies.

Purchase context on the customer profile

When an order event arrives from your commerce system, the agent calls Create or Update Company and Submit Event to record the purchase against the customer's Intercom profile. The next time that customer opens a conversation, the rep sees the order history without leaving Intercom.

New-signup logging and enrichment

When New Contact fires, the agent enriches the contact, applies a segment tag, and logs the signup into a tracking system. Sales and support both see a consistent, tagged view of who just arrived, without anyone copying records by hand.

Human-in-Loop Highlight

The human-in-loop moment in Intercom is the reply gate on hard conversations. The agent classifies every new conversation, and for anything routine it hands the rep a ready-to-send draft. But when it classifies a message as angry, or when the intent is genuinely ambiguous, it stops. It routes the conversation to a support lead with the message text, the customer's history, and its own read of the situation, and it sends no reply on its own. The lead writes the answer. The agent handles the volume; a person handles the moments where the wrong automated line would cost a customer.

Agent processes routinely

Detects exception requiring judgment

Clear match Continues automatically

Ambiguous Routes to human via preferred channel

Human decides

Agent resumes with decision

Agent Capabilities

79 actions

Contacts

Create Contact Create a contact, either a user or a lead. Used to add a person from your own system into Intercom.
Get Contact Retrieve a contact by ID.
Get Contact by External ID Look up a contact by your own external identifier. Used to reconcile an Intercom person with a record in your source system.
Update Contact Update a contact's attributes.
Delete Contact Delete a contact.
Archive Contact Archive a contact.
Unarchive Contact Restore an archived contact.
List Contacts List contacts in the workspace.
Search Contacts Search contacts by attribute. Used to resolve a person before acting.
Merge Contacts Merge a lead into a user record. Used to resolve a duplicate person into a single contact.

Companies

Create or Update Company Create a company or update it if it already exists. Used to keep account records in sync.
Get Company Retrieve a company by ID.
Find Company Find a company by name or external identifier.
Update Company Update a company's attributes.
Delete Company Delete a company.
List Companies List companies in the workspace.
Attach Contact to Company Associate a contact with a company. Used to keep account structure accurate.
Detach Contact from Company Remove a contact from a company.
List Company Contacts List the contacts attached to a company.

Conversations

Create Conversation Start a conversation with a contact.
Get Conversation Retrieve a conversation by ID.
List Conversations List conversations in the workspace.
Search Conversations Search conversations by attribute.
Reply to Conversation Reply to a conversation, with optional image attachments. Used when a person or the agent sends the actual answer.
Assign Conversation Assign a conversation to an admin or team.
Snooze Conversation Snooze a conversation until a later time.
Open Conversation Reopen a conversation.
Close Conversation Close a conversation.
Attach Contact to Conversation Add a contact as a participant on a conversation.
Convert Conversation to Ticket Convert a conversation into a ticket. Used when a support chat needs formal tracking and an SLA.

Messaging

Create Message Send a proactive in-app or email message to a contact.

Tickets

Create Ticket Create a ticket.
Get Ticket Retrieve a ticket by ID.
Update Ticket Update a ticket's fields.
Delete Ticket Delete a ticket.
Search Tickets Search tickets by attribute.
Reply to Ticket Reply to a ticket.

Admins & Teams

List Admins List the admins in the workspace.
Get Admin Retrieve a single admin.
Set Admin Away Set an admin's away status.
List Teams List the teams in the workspace.
Get Team Retrieve a single team.

Tags & Segments

Create or Update Tag Create a tag or update it if it exists.
List Tags List the tags in the workspace.
Get Tag Retrieve a single tag.
Delete Tag Delete a tag.
Tag Contact Apply a tag to a contact. Used to segment people for targeted follow-up.
Untag Contact Remove a tag from a contact.
Tag Company Apply a tag to a company.
Untag Company Remove a tag from a company.
Tag Conversation Apply a tag to a conversation for triage or reporting.
Untag Conversation Remove a tag from a conversation.
List Segments List the segments in the workspace.
Get Segment Retrieve a single segment.

Notes & Events

Create Note Add a note to a contact.
List Notes List the notes on a contact.
Get Note Retrieve a single note.
Submit Event Submit a custom behavioral event against a contact. Used to record purchases and other actions on the profile.
List Events List a contact's event history.

Data Attributes

List Data Attributes List the custom data attributes defined in the workspace.
Create Data Attribute Create a custom data attribute.
Update Data Attribute Update a custom data attribute.

Help Center

Create Article Create a Help Center article.
Get Article Retrieve an article by ID.
Update Article Update an article.
Delete Article Delete an article.
List Articles List the Help Center articles.
Search Articles Search Help Center articles.
Create Collection Create a Help Center collection.
Get Collection Retrieve a collection by ID.
Update Collection Update a collection.
Delete Collection Delete a collection.
List Collections List the Help Center collections.

Subscriptions

List Subscription Types List the subscription types in the workspace.
Attach Subscription Record a contact opting in to a subscription type.
Detach Subscription Record a contact opting out of a subscription type.

Visitors

Get Visitor Retrieve a visitor record.
Update Visitor Update a visitor's attributes.
Convert Visitor Convert a visitor into a contact.

Triggers

5 triggers

Event Triggers

New Conversation Fires when a new conversation starts. Used to route inbound support to the right agent workflow the moment a customer reaches out.
New Contact Fires when a new contact is created. Used to enrich, tag, or log the person in downstream systems.
New Ticket Fires when a new ticket is created. Used to kick off a triage or SLA-tracking workflow.
Conversation Closed Fires when a conversation is closed. Used to trigger a satisfaction survey or a post-resolution log entry.
Conversation Replied Fires when a reply is added to a conversation. Used to keep external records in sync with the latest exchange.

Start building with Intercom

$100 in credits. No card required. Connect in minutes.

Start Building Free Talk to us