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About Intercom

Intercom is an AI-first customer service platform designed to enhance customer support through automation, real-time communication, and self-service tools.

Key Features of Intercom

  • AI Agent (Fin): Fin is Intercom’s AI-powered chatbot that provides instant, accurate answers to customer inquiries 24/7. It learns from every interaction to improve its responses over time.

  • AI Copilot: This tool assists support agents by offering real-time suggestions and information during customer interactions, enhancing efficiency and response quality.

  • AI Analyst: Provides support leaders with insights and recommendations based on customer interactions, helping to identify trends and areas for improvement.

  • Integrated Help Center: Allows businesses to create customizable, multilingual help centers that empower customers to find answers independently, reducing the load on support teams.

  • Omnichannel Support: Intercom enables seamless communication across various channels, including chat, email, and phone, ensuring consistent support experiences.

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Authentication Options

Below are possible authentication options you can choose:

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Generate an Intercom API Key

  1. Log in to your Intercom account.

  2. Click Settings in the sidebar.

  3. Navigate to the Integrations section and click Developer Hub.

  4. In the Developer Hub, click New app.

  5. Enter a name for your app and select the appropriate workspace.

  6. After clicking Create app, your access token will be displayed.

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Integrate Intercom into xpander.ai

  1. Go to the Apps section in the sidebar of your xpander.ai dashboard.
  2. Select Intercom from the available integrations.
  3. Click Other auth options.
  4. Enter an Interface name, e.g., “xpander-intercom”.
  5. Select API Key as the authentication mode.
  6. Select Integration User as the authentication scope.
  7. Paste the Intercom access token into the provided field.
  8. Choose Bearer as the Auth Type.
  9. Save the configuration.

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Integration of Intercom into AI Agent

Once you’ve configured your Intercom account with the authentication option(s) described above, you can integrate it into your AI agent with xpander.ai:

  1. Go to the + sign located in the top right of the graph visualization of your xpander.ai agent.
  2. Select Apps.
  3. Choose Intercom with the same Interface name you configured in the previous section (e.g., xpander-intercom).
  4. Select the available Intercom operations that suit your use case.

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Expose Intercom as MCP Server

Alternatively, you can also expose your Intercom account as an MCP server. To do so:

  1. Go to the Apps section in the sidebar of your xpander.ai dashboard.
  2. Select Intercom with the same Interface name you configured in the previous section (e.g., xpander-intercom).
  3. Click MCP Configuration.
  4. Enter the MCP configuration into the appropriate settings of the client app you want to use (e.g., Cursor, Windsurf, Claude Desktop, etc.).

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AI Agent Intercom Prompt Library

Below are possible prompts or use cases you can try after integrating Intercom into your xpander AI agent:

Can you create a new support ticket for {customer_name} regarding an issue with {product}?

Could you create a new collection in our help center for documentation about {topic}?

Please update the article about {topic} to include new information about {feature}.

Please search our knowledge base for articles about {topic}.