How to connect Intercom to an** AI Agent
The Flametree platform supports integration with Intercom as an external communication channel. This allows the AI agent to process incoming customer messages via the Intercom Inbox widget and operate in copilot mode, where the AI agent suggests message drafts to human operators.
Supported Modes
| Mode | Description |
|---|---|
| copilot | The AI agent responds directly to the user on behalf of the company. |
| copilot_private | The AI agent suggests draft replies to operators within the Intercom UI. |
These modes are defined on the Flametree side and align with Intercom Inbox integration architecture.
Pre-requisites:
- Intercom account with access to the Developer Hub.
- Intercom API URL — choose a regional endpoint:
- For the US:
https://api.intercom.io/
- For the US:
- Access Token — API key for authorization.
- Admin ID — administrator identifier (email ID) from which the AI agent sends messages.
Where to Find Required Parameters:
| Parameter | How to Obtain |
|---|---|
| API URL | Use the official Intercom documentation for your region. Example (US): https://api.intercom.io/ |
| Access Token | In Intercom: Settings → Integrations → Developer Hub → Your App → Authentication → Access Token |
| Admin ID | Two options: |
- From the Intercom Inbox URL:
https://app.intercom.com/a/inbox/<app_id>/inbox/admin/<admin_id>/conversation/... - Or via API call:
curl -i -X GET https://api.intercom.io/me \
-H 'Authorization: Bearer <YOUR_TOKEN>' \
-H 'Intercom-Version: 2.11'
Step 1: Add Intercom Integration in Flametree
- Go to the Integrations section.
- Find the Intercom integration type and click Add +.
- Fill in the following fields:
| Field | What to Enter |
|---|---|
| Name, Description | Custom name and description of the integration |
| API URL | Base API address (https://api.intercom.io/ or another regional endpoint) |
| Access Token | Your Intercom API access token |
| Admin ID | Email ID of the administrator for message sending |
| Integration Type | Choose one: |
copilot – agent replies directly to the user | |
copilot_private – agent suggests replies to the operator |
Step 2: Configure Webhook in Intercom
After adding the Intercom integration in the agent’s Connectors section:
- Click the Show URLs button
- Copy the generated Webhook URL
- Configure this URL in your Intercom settings according to the webhook setup instructions
Additional Configuration: Filter Messages by Intercom Teams
You can limit which messages the agent handles by setting an environment variable:
| Variable | Description |
|---|---|
INTERCOM_TEAM_ID_FILTER | A comma-separated list of Intercom team IDs from which the agent should accept messages |
Example:
INTERCOM_TEAM_ID_FILTER=7727961,7727960
Important Notes:
⚠️ Make sure to select the correct mode (copilot or copilot_private) depending on your use case.
⚠️ The webhook must be active in Intercom; otherwise, the agent will not be able to receive messages.