> ## Documentation Index
> Fetch the complete documentation index at: https://koreai.mintlify.app/llms.txt
> Use this file to discover all available pages before exploring further.

# Configuring the Intercom Agent

<Badge icon="arrow-left" color="gray">[Back to Agent Transfer Integrations](/ai-for-service/integrations/overview#agent-transfer)</Badge>

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.

***

## Configuration

### Step 1: Create an Intercom App

1. Log in to the [Intercom Developer Hub](https://app.intercom.com/a/apps/_/developer-hub) with your Intercom credentials.

2. Go to the App Store and click **Build your own app**.

   <img src="https://mintcdn.com/koreai/9KUtydLTjNNARMze/ai-for-service/integrations/agents/images/configuring-the-intercom-agent-img1.png?fit=max&auto=format&n=9KUtydLTjNNARMze&q=85&s=fb2c00dda8e64f6507cd1440697732b3" alt="App Store - Build your own app" width="1920" height="964" data-path="ai-for-service/integrations/agents/images/configuring-the-intercom-agent-img1.png" />

3. Click **Your Apps** in the top-right corner.

4. Click **New App** and enter:

   * App name
   * Kore.ai Workspace

   <img src="https://mintcdn.com/koreai/9KUtydLTjNNARMze/ai-for-service/integrations/agents/images/configuring-the-intercom-agent-img2.png?fit=max&auto=format&n=9KUtydLTjNNARMze&q=85&s=01d58fdb6d005022a105864bf38c1e13" alt="App name and workspace" width="1919" height="887" data-path="ai-for-service/integrations/agents/images/configuring-the-intercom-agent-img2.png" />

5. Click **Create App**.

### Step 2: Retrieve the Access Token

1. In the app, click **Authentication** and copy the **Access Token**.

   <img src="https://mintcdn.com/koreai/7yQ1rPeCqMS9mwGL/ai-for-service/integrations/agents/images/configuring-the-intercom-agent-img3.png?fit=max&auto=format&n=7yQ1rPeCqMS9mwGL&q=85&s=2f2091b92dcff4f43d96182991e3a4cd" alt="Retrieve access token" width="1919" height="778" data-path="ai-for-service/integrations/agents/images/configuring-the-intercom-agent-img3.png" />

   <Note>This token is used to access your Intercom data via API.</Note>

2. Save the Access Token for later.

### 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**.

### Step 4: Enable the Intercom Agent

1. Log in to the 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**.

   <Note>This option is only available when multiple agents are configured.</Note>

6. Click **Manage** to map channels to the Intercom agent.

   <img src="https://mintcdn.com/koreai/7yQ1rPeCqMS9mwGL/ai-for-service/integrations/agents/images/configuring-the-intercom-agent-img5.png?fit=max&auto=format&n=7yQ1rPeCqMS9mwGL&q=85&s=0ee31e3dd9d8d173dd5ad1de77e51ab2" alt="Customize channel mapping" width="888" height="844" data-path="ai-for-service/integrations/agents/images/configuring-the-intercom-agent-img5.png" />

7. Select the channels to use Intercom for handovers.
   <img src="https://mintcdn.com/koreai/7yQ1rPeCqMS9mwGL/ai-for-service/integrations/agents/images/configuring-the-intercom-agent-img6.png?fit=max&auto=format&n=7yQ1rPeCqMS9mwGL&q=85&s=d08e75e39f447d2ec46b14d0d7c03aa2" alt="Map channels to Intercom agent" width="740" height="489" data-path="ai-for-service/integrations/agents/images/configuring-the-intercom-agent-img6.png" />

8. Click **Done**.

9. Click **Save** to enable the Intercom agent.

10. Publish the app. See [Publishing your App](/ai-for-service/deployment/publishing-app).

***

## 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](/ai-for-service/automation/dialogs/node-types/agent-transfer-node).

   <img src="https://mintcdn.com/koreai/7yQ1rPeCqMS9mwGL/ai-for-service/integrations/agents/images/configuring-the-intercom-agent-img7.png?fit=max&auto=format&n=7yQ1rPeCqMS9mwGL&q=85&s=bdeb56fa620d26c48e72522eabb8cceb" alt="New Agent Transfer Node task" width="1911" height="837" data-path="ai-for-service/integrations/agents/images/configuring-the-intercom-agent-img7.png" />

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.

   <img src="https://mintcdn.com/koreai/7yQ1rPeCqMS9mwGL/ai-for-service/integrations/agents/images/configuring-the-intercom-agent-img8.png?fit=max&auto=format&n=7yQ1rPeCqMS9mwGL&q=85&s=aa44c8f76903cbaa574bd1a2ca7938df" alt="Connection established" width="1901" height="700" data-path="ai-for-service/integrations/agents/images/configuring-the-intercom-agent-img8.png" />