Connect Intercom to let Duckie handle customer conversations in your Intercom inbox.
Capabilities
| Capability | Supported |
|---|
| Knowledge Source | ✓ Sync help center articles |
| Deployment Trigger | ✓ Respond to conversations |
| Tool Actions | ✓ Reply, tag, close conversations |
Setup
Connect via OAuth
- Go to Settings → Connections in Duckie
- Find Intercom and click Connect
- You’ll be redirected to Intercom to authorize
- Grant Duckie access to your workspace
- You’ll be redirected back to Duckie
Duckie requests read and write access to conversations, contacts, and help center articles.
Using as a Knowledge Source
Sync your Intercom Help Center:
- Go to Train → Knowledge
- Click Add Source
- Select Intercom
- Choose which collections to sync
- Click Start Sync
Using as a Deployment Trigger
Deploy an agent to your Intercom inbox:
- Go to Deploy
- Click Create Deployment
- Select your agent
- Choose Intercom as the trigger
- Configure events:
- New conversation — When a customer starts a chat
- Customer reply — When a customer responds
Event Filters
- Inbox: Only conversations in specific inboxes
- Tags: Only conversations with specific tags
| Tool | Description |
|---|
intercom_reply | Send a reply to the conversation |
intercom_add_tag | Tag a conversation |
intercom_close | Close the conversation |
intercom_snooze | Snooze for later |
intercom_get_contact | Get customer details |
Best Practices
Route by Inbox
Use different agents for different inboxes:
- Sales inbox → Sales-trained agent
- Support inbox → Support-trained agent
Use Intercom’s Built-in Features Together
Duckie works alongside Intercom’s features:
- Use Intercom’s routing rules to direct conversations
- Duckie handles the actual response
Troubleshooting
”Conversation not found”
- The conversation may have been deleted or archived
- Check that Duckie has access to the correct workspace
”Unable to send reply”
- Verify Duckie still has write permissions
- Re-authenticate if the connection shows errors
