Overview
Integrating Intercom with Chatbase lets your AI agent escalate complex customer issues to your human support team by creating a ticket directly in Intercom. The ticket includes a clear summary of the customer’s issue along with the relevant conversation context. Your support team receives everything it needs upfront, so customers never have to repeat themselves. The AI handles routine inquiries instantly, and when escalation is needed, Intercom becomes the system where your human agents step in.What you can do:
Let the AI resolve routine questions on its own, and hand off to Intercom the moment a case needs a person, with the full context already attached.
Before you start
- A Chatbase account with an agent
- An Intercom account you can authorize access for
How to connect Intercom
1
Open your Chatbase agent
Log in to your Chatbase dashboard and select the agent you want to connect.
2
Connect Intercom
Choose Integrations, then connect your Intercom account to authorize access.
3
Create the Escalations action
Configure your Escalations action to route tickets to Intercom. Follow the Escalations action guide to set it up.
Test the integration by asking your agent to speak to a human, and confirm a ticket appears in Intercom with the conversation summary attached.
Next steps
Escalations action
Configure when your agent escalates, which details it collects first, and which channels it can escalate from.