Overview
Duckie’s Intercom integration allows you real-time chat/email support with your existing Intercom workspace.Connection Process
Step 1: Make sure you’re signed in to your Intercom account
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.
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.
Knowledge Configuration
Intercom’s conversation history can be a knowledge source and you can set it up to ingest messages from Intercom.