Intercom

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Overview

Duckie’s Intercom integration allows you real-time chat/email support with your existing Intercom workspace.

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Connection Process

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Step 1: Make sure you’re signed in to your Intercom account

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Step 2: Give Duckie access to Intercom workspace

When redirected to Intercom click on Authorize access This will establish a secure connection between Duckie and your Intercom account.

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Step 3: Replies and escalation settings

Duckie responds on the behalf of Duckie Admin. To enable duckie to respond, we need an admin dedicated for duckie.

Important: Duckie Admin should always be different from Primary Contact.

If human interactions are required, Duckie will escalate the conversation to Primary Contact and assign the conversation to him/her.

Important: If Primary Contact does not have an Inbox seat, Duckie will not be able to assign the conversation to Primary Contact during escalation.

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Knowledge Configuration

Intercom’s conversation history can be a knowledge source and you can set it up to ingest messages from Intercom.