Introduction
Connect Intercom to Sana to retrieve and review conversations. Stay on top of customer conversations without leaving Sana. In summary, the connector has the following key characteristics:
Category: Support
Connector type: Real-time
Auth type: OAuth
Hosting type: Managed
Capabilities
This connector is able to do the following:
Capability |
List contacts |
List conversations |
Read conversations |
Send messages |
Manage contacts |
Create notes |
Tools
While the capabilities above describe what the connector can do at a high level, the underlying tools show exactly which operations the agent can use when you ask Sana about Intercom. In practice, the agent may call one or more tools to achieve a single capability.
Tool |
Add tag to contact |
Create note |
Retrieve conversation |
Send incoming message |
Send message to contact |
Upsert contact |
Scope and permissions
This connector uses OAuth. When you connect your account, you will need to sign into your account and grant the required permissions:
Scope | Purpose |
People | View and manage Intercom users and leads |
Companies | View and manage company records in Intercom |
Conversations | View and update Inbox conversations |
Teams and teammates | View teams, teammates and away status |
Tags | View and manage people, company and conversation tags |
People activity | View and create people activity events |
Workspace counts | View numerical workspace usage counts |
Data attributes | Manage customer and company attributes |
Tickets | View and manage support tickets |
Set up instructions
Prerequisites:
Your Sana workspace admin has enabled this integration – if the workspace admin has disabled the integration it won't appear in the list of available integrations.
Step 1: Go to the integrations page in Sana
In Sana, click on ... More in the sidebar, then select Integrations
Step 2: Find Intercom in the list of available integrations
Scroll to the Available integrations section and locate Intercom.
Step 3: Connect the integration
Click the integration card and select "Connect just for me", this will open a pop-up powered by Pipedream. Follow the steps in the pop-up to complete the set-up.
Step 4: Sign in to Intercom and approve the requested scopes
You'll be redirected to Intercom to go through their OAuth flow. Sign in and approve the scopes Sana needs to operate the connector.
Step 5: Complete the set up
You've successfully connected your Intercom account. Click Continue to complete the setup and start using the connector.
Known limitations
Search: The connector can only list contacts and conversations — it cannot run a filtered search, which limits search quality.
Attachments: The connector cannot process attachments in conversations.