# Intercom

Startdeliver integrates with Intercom. The integration syncs all Intercom conversations as support tickets into Startdeliver, where they feed the customer's support health score and the AI assessment. Startdeliver data — usage health, last login, custom fields — syncs back into Intercom so your support team sees customer context the moment a conversation opens. The integration is bi-directional and runs automatically once connected.<br>

**Where to find it:** Apps → Intercom **Who can access it:** Admins **Sync frequency:** Every 24 hours

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#### What it does

The Intercom integration connects your support and messaging data to Startdeliver. It works in two directions: Intercom conversations sync into Startdeliver as support tickets, feeding support health and the AI assessment. And Startdeliver data — usage health, last login, customer fields — can sync back into Intercom, enabling your support team to see the full customer context when someone reaches out.

The integration has two capability tiers: standard and advanced.

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#### Standard functionality

**Ticket sync** All Intercom conversations with your customers appear in Startdeliver as support tickets. CSMs can read tickets directly in Startdeliver, and a link back to the original conversation in Intercom is provided. Ticket status syncs automatically — open, resolved, and overdue tickets all feed the customer's support health score. Too many overdue tickets will move support health toward Poor.

**User creation** If Intercom has a user that Startdeliver cannot match to an existing record, the integration can automatically create that user in Startdeliver. If this setting is disabled, tickets from unmatched users are skipped rather than creating new records.

**Customer & user sync** Customer and user data syncs between the two systems, keeping records aligned without manual updates.

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#### Advanced functionality

With advanced functionality enabled, the integration works the other way around — pushing Startdeliver data into Intercom.

**Startdeliver data in Intercom** Customer and user data from Startdeliver — including usage health, date of last login, health scores, and custom fields — syncs into Intercom as company and contact attributes. Your support team sees how a customer is doing the moment a conversation opens, without switching tools.

**Targeted messaging** With Startdeliver health and usage data available as attributes in Intercom, you can use them to target outbound messages, product tours, and campaigns precisely. For example: trigger a message to all customers where usage health is Poor, or exclude customers already in an at-risk workflow.

**Events as usage data** Intercom events can be synced into Startdeliver as usage events, feeding product usage health directly from Intercom activity.

To access advanced functionality, contact Startdeliver support or your CSM.

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#### Setup

1. Go to Apps → Intercom
2. Click "Click to start authentication" and authorize Startdeliver access to your Intercom workspace
3. Enter your Intercom workspace ID
4. Configure the settings below
5. Save

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#### Settings

**Do you want to create contacts from Intercom?** When enabled, users found in Intercom tickets that don't exist in Startdeliver are created automatically. When disabled, tickets from unmatched users are skipped. If you want clean user records and prefer to control who gets created in Startdeliver, keep this off and ensure your users are already present before tickets arrive.

**Does Intercom store your data in EU?** Select Yes if your Intercom workspace is on EU data hosting. If unsure, select No. This affects which Intercom API endpoint the integration uses.

**Do you wish to sync Events from Intercom as Usage in Startdeliver?** When enabled, Intercom events are treated as usage events in Startdeliver and feed into product usage health. Requires products and usage types to be configured in Settings → Products.

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#### Troubleshooting

**Tickets not appearing in Startdeliver** Check that the integration status shows "Authenticated (revoke)" — if not, re-authenticate. Confirm your Intercom workspace ID is correct. If user creation is disabled and the Intercom contact doesn't exist in Startdeliver, the ticket will be skipped — either enable user creation or ensure the user exists in Startdeliver first.

**Support health not updating** Ticket status syncs every 24 hours. If you have recently resolved tickets that are still showing as open in Startdeliver, wait for the next sync cycle. Check that the integration is authenticated and the last sync date is recent.


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