Intercom
Escalate conversations by opening an Intercom conversation for your support team.
Overview
Connect Intercom and your agent can hand a conversation to your human team by opening a conversation in Intercom. The conversation includes a clear summary of the customer's issue, written by the agent, and the customer's email address when they gave it, so your team has what it needs and the customer doesn't have to repeat themselves.
What you can do
Let the agent handle routine questions on its own, and hand off to Intercom the moment a case needs a person, with the context already on the conversation.
Zetra's own Helpdesk comes first
Every escalation also creates a ticket in Zetra's built-in Helpdesk inbox, so nothing is lost if Intercom is ever unreachable. If you connect several helpdesks, each one gets its own conversation.
Before you start
- A Zetra account with an agent. If you haven't built one yet, create a free account and follow the Quick start.
- An Intercom workspace where you can authorize apps.
- A Standard plan or above. See pricing.
How to connect Intercom
Open the Intercom integration
Go to your Zetra dashboard, open your agent, click Integrations and then Connect with Intercom on the Intercom card. A window opens.
Authorize Zetra
Sign in to Intercom, choose your workspace and click Authorize access. The window closes and the card shows Connected.
Add the Escalations action
- Open your agent and click Build → Actions.
- Click Create action, open Escalations and choose Create ticket.
- Adjust When to use if you like (for example "when the customer asks for a refund or a person"), then save and turn the action on.
When the agent escalates, Zetra opens a ticket in your Zetra Helpdesk and, at the same time, in Intercom and every other helpdesk you've connected. The ticket carries a summary the agent writes of the customer's issue, and the customer's email when they gave it.
When the agent escalates, Zetra finds the customer in Intercom by email (or creates them as a contact) and opens a new conversation from them with the agent's summary, so it appears in your team's Intercom inbox like any customer message.
Check it works
In the Playground, ask your agent to speak to a person about a made-up problem and give an email address. A new conversation should appear in your Intercom inbox within a few seconds, with a summary of the issue.
Troubleshooting
No conversation appears in Intercom
Possible cause: the customer didn't give an email address, so there's no contact to open it from.
Managing the connection
Click Manage on the Intercom card under Integrations to see what it's connected to, reconnect with different details, or Disconnect. Disconnecting stops new escalations reaching Intercom; tickets already created stay in Intercom.