Intercom is where customers write to you. Connecting it gives the Brain every conversation with its replies and lifecycle, so your AI can tell you what a customer asked, what your team answered and whether it was resolved.
What it adds to your Brain
Fivo reads the conversations of your Intercom workspace:
- The conversation itself: the first message, its author, title or subject and when it started.
- Every reply by a customer or a teammate, with its author and date. State changes without a message, such as assignment or closing, are kept as part of the conversation's lifecycle rather than as separate entries.
- The conversation's lifecycle: state, priority, tags and rating when present.
Each conversation becomes a ticket thread in your graph, and every reply sits on it. Example question: "Which customers complained about exports last month, and were their conversations closed?"
Before you start
- You need an Intercom teammate who can install apps in the workspace; in many workspaces this is restricted to admins.
- When you approve Fivo, Intercom asks you to grant the app access to your workspace's conversations and related data. Fivo only reads; it never replies to or edits a conversation.
- Support tools are usually connected with organization scope by the organization owner. See Connect your tools.
Step by step
- Open Integrations in the app and choose Intercom.
- Click Connect. Intercom opens its authorization page.
- Sign in to Intercom, choose the workspace if you have several, and authorize the app.
- Fivo confirms the connection and records the workspace on its own. The workspace is the source; there is nothing else to pick.
What happens next
Fivo searches your conversations and reads each one with its replies. In the AI Brain view the Intercom source moves from queued to reading to done.
After the first read, activity arrives live: Intercom notifies Fivo when a conversation is created or when a customer or teammate replies, and Fivo reads the conversation back with the connected workspace's own access before storing it. The regular sync pass also runs to catch anything the notifications missed.
Who can see what: Intercom cannot tell Fivo which teammates may read a given conversation. With organization scope, Intercom material is visible to the organization owner and to the people who took part in each conversation, matched by email. See Permissions: what your Brain can see.
Disconnect
Open Integrations, select Intercom and click Disconnect. Fivo stops reading the workspace and deletes the stored credentials. What the Brain already learned stays in the graph; connecting the same workspace again resumes reading. To take Intercom material out of the graph, use Remove from graph on the Intercom source in the AI Brain view. Uninstalling the app in Intercom also stops the connection.
Troubleshooting
- "Reconnect to read". The app was uninstalled or its access revoked in Intercom. Click Reconnect and authorize again.
- Nothing appears yet. Intercom limits how many requests may be made in a short window, so a workspace with many conversations takes several passes. Check the source status in the AI Brain view.
- A reply shows up but not the assignment or closing. Those are state changes, not messages; they update the conversation's lifecycle rather than appearing as entries.
- Only some teammates can see Intercom material. This is expected: see "Who can see what" above.
Related: Connect your tools, What the Brain knows.
- integration
- support