Intercom Integration Overview

Overview

Persona’s Intercom integration lets you automatically create notes on a contact or update an existing conversation when an event occurs in Persona, such as a verification failure, flagged report, or successful check. This keeps identity information up to date inside Intercom, so agents don’t need to switch tools or manually copy details, helping teams respond faster and with better context.

Benefits

• Automated Updates: Create notes or update conversations in Intercom when events happen in Persona like a case being resolved.
• Real-Time Context: Surface verification results and risk signals directly in Intercom so agents have the information they need.
• Faster Resolution: Eliminate manual copy-paste and tool switching, helping teams respond more quickly.

Setting up the Intercom Integration

Prerequisites

To configure the Intercom integration, you will need:

• Admin access to your Intercom workspace.
• OAuth 2.0 credentials for Intercom.

Adding Intercom Credentials

1. In the Persona Dashboard, go to Integrations > Marketplace and click on Intercom.
2. Click on Add Credential at the top of the page.
3. Enter a credential nickname and click Continue.
4. Log in with your Intercom admin account via the OAuth popup and approve access.
5. Identity Admin: In the Select Operation dropdown list, select which Intercom admin account Persona should use to perform actions like creating notes or updating conversations. You can configure, test, or cancel this credential as needed.

Using the Intercom Integration in a Workflow

1. Create a new workflow, or open an existing one you’d like to update.
2. Add a new Action step > Integrations.
3. Select the Intercom integration and your desired Intercom credentials.
4. Configure the input fields to pass in the correct information.
5. Save and publish the workflow.

Intercom Operations Overview

Persona can take direct actions on Intercom tickets, conversations, messages, and contacts using Intercom’s API. These operations allow for two-way workflows, ensuring updates flow seamlessly between Persona and Intercom without requiring manual input.

See below for a comprehensive list of available Workflow Action steps and possible configurations for the Intercom integration.

Create Ticket

Description: Creates a new Intercom support ticket from a Persona event.

Configuration Steps:

• Ticket type (ID of the ticket type)
• Contact affected by this ticket (ID, external ID, or email address)
  • Note: Only one contact is allowed
• Ticket attributes (title, description, and any custom fields)

Update Ticket

Description: Updates attributes of an existing Intercom ticket.

Configuration Steps:

• Ticket ID of the ticket to update
• Admin / Assignee ID
• Ticket State ID (current status of the ticket)
• Company ID
• Snoozed Until (how long the ticket will be hidden from active view)
• Ticket attributes (any custom fields)

Add Tag to Ticket

Description: Attaches tags to an Intercom ticket or conversation for categorization.

Configuration Steps:

• Ticket ID
• Tag ID
• Admin ID

Create a Conversation

Description: Starts a messaging thread with a user, lead, or contact.

Configuration Steps:

• Type (define if a user, lead, or contact is starting the conversation)
• User ID (identifies the participant starting the conversation)
• Body (the message content)

Reply to a Conversation

Description: Adds a reply message or update to an existing Intercom conversation thread, either on behalf of a user or an admin.

Configuration Steps:

• Conversation ID (ID of the conversation you want to reply to)
• Intercom User ID (required if replying on behalf of a user)
• Message type (comment or note)
• Author Type (user or admin)
• Body (the reply content)
• Created At (timestamp of reply)
• Attachment URLs (image URLs added as part of the reply)

Create Message

Description: Sends one-way notifications (in-app, email, or push) to users.

Configuration Steps:

• Message type (email, in-app, push)
• Subject of the message
• Sender (Admin/User ID)
• Recipient (User ID)

Create Contact

Description: Creates a new Intercom contact (user or lead).

Configuration Steps:

• Role (user or lead)
• External ID (unique identifier of the contact)
  • Note: Required if email is not provided and role is user
• Email address of the contact
  • Note: Required if external ID is not provided and role is user
• Phone number (optional)
• Name (full name)
• Avatar URL (contact’s avatar image)
• Owner ID (admin assigned to the contact)
• Custom attributes

Create Note on Contact

Description: Adds a contextual note on a contact in Intercom (e.g., fraud flag, verification failure).

Configuration Steps:

• Contact ID
  • Note: Can be found using the Search Contact API
• Note Body (text content of the note)
• Admin ID (identifier of the admin creating the note)

Listing Endpoints

These endpoints let Persona fetch metadata to build dynamic workflows:

• List Ticket Types – retrieve all available ticket types.
• List All Tags in the Workspace – get tags for ticket/conversation categorization.
• List Contacts – retrieve all Intercom contacts (users/leads).
• List Attached Contacts – fetch contacts linked to a specific company.
• List All Companies – fetch all company records in Intercom.

FAQs

What permissions are required in Intercom?
You need admin access with permissions to manage tickets, conversations, contacts, and tags.

What Persona data can be synced into Intercom?
Any case or inquiry attributes in Persona can be mapped to Intercom tickets, contacts, or notes.

Can I automatically notify users when a Persona event occurs?
Yes, use the Create Message workflow action to send in-app or email updates.

How do I handle list-type custom attributes?
Intercom requires the ID of the list item, not the string label. Use the API to retrieve available IDs.