Intercom

​

Overview

Automatically import Intercom tickets into Channels in real-time, where they’ll be automatically analyzed and classified into themes, allowing you to track trends over time. When setting up the connection, you’ll have the option to select specific inboxes to sync tickets from, and you can also select how far back you’d like to import existing data from. Learn more about Channels →

---

​

Set up Intercom integration

You can set up your Intercom integration from Settings, when you create a new Channel, or when you want to Add source to an existing channel set up in your workspace. To do this, set up your Channel and select Intercom in the Connect data source modal. This will require you to review and accept the required permissions.

---

​

Permissions

To connect Intercom to a Dovetail Channel, you must have:

​

In Dovetail:

• A paid Dovetail seat
• For plans that include user roles, you will need:
  • Manager or Contributor access
  • Users with Viewer access cannot connect integrations or manage Channel data sources.

Full access is not required unless you also need to manage Channel permissions and sharing settings.

​

In Intercom:

• Can install, configure, and delete app permissions.

This permission is required to authorize the Dovetail app during the Intercom connection process.

Note: Dovetail’s Intercom integration is read-only and does not make changes to your data in Intercom.

---

​

Import conversations automatically to Channels

Once you have connected your Intercom account to Dovetail, you can sync support tickets received in Intercom into a Channel where they will be automatically stored, analyzed, summarized and organized into themes.

• To do this, open or create a new Channel for Support tickets and add Intercom as a data source.
• Next, select the inboxes you wish to sync conversations from and how far back you’d like to import existing data from.
• From there, confirm set up and select Finish. Once complete, data from Intercom will start importing into your Channel and continue to sync new tickets into your Channel when received in Intercom.

---

​

What data is imported from Intercom

When you connect Intercom as a data source in a Channel, Dovetail imports closed support conversations (not open tickets) from the Intercom teams you’ve selected. Here’s what gets brought in for each conversation:

​

Core conversation details

• Conversation ID and link to the original Intercom conversation
• Subject line
• Initial message body
• Created date and time
• Any tags assigned to the conversation
• Team assignment (mapped to the team or source in Dovetail)

​

People information

• Original author or creator (name and email when available)
• All conversation participants (names, emails, and participant type when available)

​

Message thread content

• All replies and messages within the conversation (text content and timestamp)
• Participant information for each message
• System notes and empty message parts are filtered out to keep your data clean
• Thread content is intentionally limited to keep imports bounded and performant:
  • Max 20 conversation parts (replies and comments)
  • Max 10,000 total characters across all parts
  • If a thread exceeds these limits, older parts are trimmed from the end while keeping at least one part
  • This ensures a few very large tickets don’t slow down imports or consume excessive processing resources

​

Metadata and custom fields

• Built-in Intercom fields like Team, Tags, Recipient email, and Recipient name
• Custom conversation attributes you’ve set up in Intercom (where supported)
• Intercom conversation type information