Intercom

What is the Intercom Connection?

The Intercom connection links your Intercom account to Duvo, enabling your assignments to manage customer conversations, contacts, and messaging workflows on your behalf. This is a user-configured connection—you'll need to connect your Intercom account before your assignments can use it.

What Can It Do?

The Intercom connection provides actions that allow your assignments to:

• Manage conversations: Access, reply to, and update customer conversations across your inbox

• Handle contact records: Look up, create, and update customer and lead profiles

• Track conversation status: Open, close, snooze, or reassign conversations as workflows progress

• Add notes and context: Post internal notes and attach information to existing conversations

• Retrieve messaging data: Search and access contacts, conversations, and activity history for reporting or downstream automation

Why This Matters

Customer relationships are built through conversations—every chat, message, and interaction shapes how customers perceive your business. The Intercom connection allows your assignments to handle routine messaging tasks automatically, so your team can focus on complex conversations that require a human touch, without letting any contact fall through the cracks.

When to Use It

Use the Intercom connection when your assignment needs to:

• Respond to inbound messages: Send replies or follow-ups to customer conversations based on their content

• Update contact records: Enrich contact profiles with new attributes or activity as workflows execute

• Triage incoming conversations: Route, tag, or assign conversations based on content or customer data

• Retrieve conversation history: Pull messaging data to inform decisions in other parts of a workflow

• Close resolved conversations: Automatically close or archive conversations once an issue is resolved

How It Works

After connecting your Intercom account, your assignments can interact with your messaging inbox using your credentials and permissions. When you include Intercom actions in your assignment's SOP, it will manage conversations just as you would—replying to customers, updating contact records, and routing conversations according to your workflow.

Key Benefits

Faster response times: Handle routine replies and follow-ups automatically so customers hear back sooner

Consistent messaging: Ensure standard replies and triage steps follow the same process every time

Up-to-date contact data: Keep customer profiles current as interactions and workflow outcomes change

Cross-tool coordination: Combine Intercom data with other connections to trigger notifications or update downstream systems

Reduced inbox backlog: Let assignments handle high-volume or repetitive conversations, freeing your team for complex issues

Works Well With

• HubSpot or a CRM connection: Sync conversation outcomes back to customer records so your sales and support teams share the same view of each contact

• Slack or Microsoft Teams: Post conversation alerts, new lead notifications, or escalation triggers to the right channels in real time

• Gmail or Microsoft Outlook: Bridge email-based support with Intercom conversations to keep all customer communication in one place