Intercom
Connect Intercom so Suger AI can work with your conversations, contacts, and help centre articles.
Overview
Intercom is a customer messaging and support platform covering live chat, a shared inbox, and a help centre. Connecting it lets the Suger AI agent read and act on your support workload — conversations, contacts, companies, and articles — from a Suger workflow or chat.
Org-Level vs User-Level
Org-Level: Supported. One Intercom administrator authorizes Suger once, and the connection serves the whole organization.
User-Level: Not applicable, and not merely absent. An Intercom access token carries the permissions declared by the app, applied across the whole workspace — not the role of the admin who authorized it. A per-user connection would return exactly the same data as the org connection, so Suger does not offer one.
How the connection works
One Intercom administrator authorizes Suger through Intercom’s own consent screen. Suger holds and refreshes the resulting token, and every tool then runs across the whole workspace under the scopes declared on the app — not under that admin’s role.
Create Integration (Org-Level)
Prerequisites
- An Intercom workspace, and an account with permission to install apps on it.
- Currently supported for US-region workspaces. If your workspace is hosted in the EU or Australia, contact Suger support before connecting.
- The Suger Admin role — connecting, disconnecting, and running an integration’s actions are all admin-only in Suger.
Authenticate by OAuth
- In the Suger console, open Settings → Integrations and click Connect on Intercom.
- Suger redirects you to Intercom. Sign in if prompted.
- Review the access Suger requests and click Authorize.
- Intercom returns you to the Suger console and the integration shows as connected.
Suger stores and refreshes the resulting token; you never handle it directly.
Suger AI Tools
When Intercom is connected, the Suger AI agent can work your support queue through Suger’s built-in tools (42 actions).
Org-level: All tools run under the app’s declared scopes across the whole workspace, so the agent can read any conversation regardless of who it is assigned to.
| Capability | What the agent can do |
|---|---|
| Conversations | Create, read, search, and list conversations; reply, send a message, close, snooze, or reopen one (e.g. reply-to-conversation, snooze-conversation, search-conversations) |
| Contacts | Full create/read/update/delete on contacts, plus search and merge (e.g. create-contact, merge-contacts, search-contacts) |
| Companies | Create, read, update, delete, and list companies, and attach or detach contacts (e.g. attach-contact-to-company, list-company-contacts) |
| Help centre | Create, read, update, delete, and list articles, and list collections (e.g. create-article, list-help-center-collections) |
| Tags | Create and list tags, and apply or remove them on contacts, companies, and conversations (e.g. tag-conversation, untag-contacts) |
| Notes | Add and list notes on a contact (e.g. create-note, list-notes) |
| Admins | Read and list workspace administrators (e.g. get-admin, list-admins) |
Edit Integration
Editing is not supported. To reconnect under a different account or workspace, delete the integration and authorize again.
Delete Integration
Click the 🗑️ button next to Intercom in the Integrations list. Suger’s authorization is revoked and the token destroyed. To fully remove Suger from the Intercom side, also uninstall it from the workspace’s app list in Intercom.
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