Intercom Integration

Overview

The Intercom integration connects your Intercom workspace to a ReleaseTag project using OAuth. Once connected, customer conversations from Intercom are imported into ReleaseTag where they can be analyzed by AI to extract insights and generate actions.

What syncs

• Customer conversations from the last 30 days (initial backfill)
• New conversations and messages in real-time via webhooks
• Customer name and email information

Prerequisites

• A ReleaseTag account with admin or owner access to your project
• An Intercom account with admin access to your workspace

Installation

Step 1: Connect Intercom

1. Go to Project Settings → Integrations
2. Find the Intercom section
3. Click Connect Intercom
4. You'll be redirected to Intercom to authorize ReleaseTag
5. Select the Intercom workspace to connect and click Authorize

You'll be redirected back to ReleaseTag with a confirmation that Intercom is connected. The connection is per-project, so you can connect different Intercom workspaces to different projects.

Step 2: Sync conversations

After connecting, you need to run an initial sync to import recent conversations:

1. In the Intercom section of Project Settings, click Sync Now
2. ReleaseTag will import conversations from the last 30 days
3. The sync status will show "in progress" while importing
4. Once complete, conversations will appear in your project

After the initial sync, new conversations and messages are automatically forwarded to ReleaseTag via webhooks in real-time.

Viewing Intercom conversations

Imported conversations appear in the Conversations tab of your project, alongside conversations from email and other sources. Each conversation shows the customer name, messages, and any AI-extracted insights.

Managing the integration

Re-syncing conversations

You can trigger a new sync at any time by clicking Sync Now in Project Settings. This will import any conversations that may have been missed.

Disconnecting Intercom

To disconnect the Intercom integration:

1. Go to Project Settings → Integrations
2. Find the Intercom section
3. Click Disconnect Intercom
4. Confirm the disconnection

Disconnecting removes the Intercom integration and sync data for the project. Conversations that were already imported are preserved.

Troubleshooting

Conversations not appearing

• Make sure you clicked Sync Now after connecting — the initial sync does not happen automatically
• Check that the sync status shows "completed" and not "failed"
• If the sync failed, try clicking Sync Now again
• Only conversations from the last 30 days are imported during the initial backfill

OAuth connection failed

• Ensure you have admin access to the Intercom workspace
• Try disconnecting and reconnecting if the authorization expired

Privacy & Security

• Authentication uses OAuth 2.0 with Intercom
• Only conversation content and customer contact information are accessed
• Webhook payloads are verified using HMAC signatures
• You can revoke access at any time from Intercom or by disconnecting in ReleaseTag

Support

Having trouble? Contact us at support@releasetag.com