Connect Intercom and Expertise can bring customer conversations into your workflow: check what a customer has been asking support, catch churn or expansion signals in a thread, and reply when needed. Reads are instant; anything that sends a message pauses for your approval first.

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What you can ask

“What has Acme been messaging support about lately?”
“Summarize my open conversations from today.”
“Is there anything in Intercom that suggests Acme is unhappy?”
“Reply to that conversation confirming we’re looking into it.” (asks for approval before sending)

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Connecting

  1. Open Connections in the dashboard and click Intercom → Connect.
  2. Sign in and approve the requested access to your Intercom workspace.
  3. Ask Expertise about a conversation to confirm it’s live.

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What’s covered

Expertise picks the right Intercom action automatically based on what you ask for, finding conversations, reading customer messaging history, and replying or updating a conversation. There’s no fixed list of tools to browse; if a request needs an action Expertise hasn’t used before, it looks it up on the spot.

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Good to know

  • Tools are chosen per request, not pre-selected, describe what you want in plain terms.
  • Every send pauses for your approval before anything reaches a customer.
  • You can disconnect from the Connections page any time.