Intercom

The Intercom extension makes customer support seamless for your users. Instead of having two interfaces- one for chat between users and one for chat with your support team, you can use CometChat as a front-end for your customer support use case as well!

Before you begin

1. Create an Intercom account

   Sign up at Intercom if you don’t already have an account.

2. Create a test workspace

   Follow Intercom’s test workspace steps.

3. Create a DeveloperHub app

   In Intercom settings, open Developers → DeveloperHub and create an app.

4. Copy the access token

   Open the app’s Authentication section and copy the Access token.

The integration works with Intercom API Verion 2.3 (2020-11-12). If there’s a version mismatch, the extension won’t work.

Extension settings

On CometChat Dashboard

1. Open your CometChat app

   Login to CometChat and select your app.

2. Enable Intercom

   Go to Chat & Messaging —> Features, under Extentions and enable Intercom.

3. Add Intercom details

   Enter your Intercom Access token and the Customer Support UID (CometChat user).

4. Save settings

   Save to auto-generate a webhook URL for your app.

On Intercom Developer Hub

1. Add the webhook URL

   Paste the CometChat-generated webhook URL in the Webhooks section.

2. Select webhook topic

   Choose conversation.admin.replied from the Webhook Topics list.

How does it work?

The end users of your app can send queries to the Custom Support user that you have set in the extension’s settings.

These queries will be forwarded to the Intercom dashboard.

Similarly, messages sent from Intercom dashboard by the support team or admin will be sent over to CometChat and received by your end user.

With this, your end users can communicate with each other as well as your Custom support team using the same Chat interface.