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Back to Agent Transfer Integrations The Intercom Agent integration allows you to hand off AI Agent conversations to live agents on Intercom’s Customer Communications Platform. The AI Agent acts as a proxy between users and Intercom agents, facilitating seamless conversation handovers.

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Configuration

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Step 1: Create an Intercom App

  1. Log in to the Intercom Developer Hub with your Intercom credentials.
  2. Go to the App Store and click Build your own app. App Store - Build your own app
  3. Click Your Apps in the top-right corner.
  4. Click New App and enter:
    • App name
    • Kore.ai Workspace
    App name and workspace
  5. Click Create App.

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Step 2: Retrieve the Access Token

  1. In the app, click Authentication and copy the Access Token. Retrieve access token
    This token is used to access your Intercom data via API.
  2. Save the Access Token for later.

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Step 3: Configure a Webhook

  1. Log in to your Intercom account.
  2. Navigate to Configure > Webhooks.
  3. In the Intercom Developer Hub, click Add Webhook.
  4. Copy the Webhook URL from Integrations → Agent Transfer → Intercom → Configuration in Kore.ai.
  5. Paste it into the WebHook field in the New Webhook form.
  6. Under Webhook topics, select:
    • conversation.admin.closed
    • conversation.admin.replied
    • conversation.admin.assigned
    • conversation.admin.single.created
  7. Click Save.

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Step 4: Enable the Intercom Agent

  1. Log in to the Kore.ai XO Platform.
  2. Select the AI Agent to configure.
  3. Navigate to App Settings > Integrations > Agent Transfer and click Intercom.
  4. On the Configurations tab, enter:
    • Access Token: Copied in Step 2
    • Webhook URL: Found on the Kore.ai Intercom Agent Configuration page
  5. To make Intercom the default agent, enable Default Agent System for all bot channels.
    This option is only available when multiple agents are configured.
  6. Click Manage to map channels to the Intercom agent. Customize channel mapping
  7. Select the channels to use Intercom for handovers. See Adding channels to your app. Map channels to Intercom agent
  8. Click Done.
  9. Click Save to enable the Intercom agent.
  10. Publish the app. See Publishing an App.

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Verify the Integration

  1. Open the app with Intercom enabled.
  2. Create an Agent Transfer Node task (e.g., a PlatformAgent task with a UserChats node configured to use Intercom). See Agent Transfer Node. New Agent Transfer Node task
  3. Click Talk to Bot and enter Help.
  4. When the agent transfer dialog is invoked, the Intercom Developer Hub receives a notification.
  5. The conversation transfers to the Intercom agent and the agent receives a notification.
  6. The connection is established and the conversation continues. Connection established