Intercom Integration

Transform your customer support workflow with AI-powered Intercom management

The Intercom integration brings the power of Hatz AI directly to your customer support and relationship management workflows. Whether you're managing contacts, creating help articles, or organizing customer data, this integration allows you to interact with your Intercom workspace using natural language commands.

💡 Beta Features must be enabled in the tenant in order to access the Intercom Beta Integration. Please reference How to Enable Beta Integrations for assistance.

Leverage Intercom Integration with Hatz AI: Features and Tools Guide

The integration of Intercom and Hatz AI unlocks powerful opportunities for support teams, sales professionals, and content creators looking to streamline their customer communication workflows. Whether you're managing complex customer relationships, creating comprehensive help documentation, or automating support processes, this fusion brings exceptional capabilities to your fingertips.

This guide will walk you through the features and tools provided by the Intercom integration with Hatz AI's capabilities.

What is the Intercom Integration?

The Intercom integration is a comprehensive toolset that allows users to connect and interact directly with their Intercom workspace. It supports a full suite of tools for managing contacts, companies, help articles, admin functions, and customer communications. With Hatz AI now connected to this integration, you can automate support workflows, generate structured customer insights, and perform intelligent operations across your Intercom data without leaving the conversation.

How and What Can a User Access?

Each user on the Hatz platform is required to connect their individual Intercom account through the secure integration setup, following Intercom's authentication process.

This process ensures that the integration strictly complies with Intercom's security protocols while respecting the access permissions and rules assigned to each user's account.

It's important to note that the Hatz Intercom integration will never exceed the access levels granted to the user within Intercom, guaranteeing alignment with the platform's governance policies. As a result, outcomes and available features may vary depending on each user's specific permissions and authenticated access.

How to Connect to the Intercom Integration

Login to the customer dashboard view
Click the "Workshop" tab
Click "Integrations"
Click "Add Integration"
Find Intercom, click "Add"
Click "Connect with Intercom"
You may be prompted to login to Intercom - If you are already logged in on the browser it may connect automatically

Features of the Intercom Integration

1. Comprehensive Contact Management

View and Update Contacts: Retrieve contact details, update information, and manage customer profiles effortlessly.

Contact Organization: Add tags, manage subscriptions, and organize contacts into segments for targeted communication.

Company Associations: Link contacts to companies and manage business relationships seamlessly.

2. Company Data Management

Create and Update Companies: Add new company records or modify existing ones with complete control over company information.

Company Analytics: Track company metrics, monthly spend, and employee counts to understand your customer base better.

Relationship Mapping: Manage contacts within companies and track business relationships across your customer portfolio.

3. Help Center and Article Management

Content Creation: Create and manage help articles, collections, and knowledge base content directly through AI commands.

Multilingual Support: Manage content across multiple languages with comprehensive translation support.

Article Organization: Structure your help content with collections and maintain organized documentation.

4. Customer Communication Tools

Notes and Comments: Add contextual notes to customer records and maintain detailed interaction histories.

Subscription Management: Handle customer communication preferences with opt-in and opt-out subscription controls.

Activity Tracking: Monitor admin activities and track customer interaction patterns.

Why Use the Intercom Integration with Hatz AI?

Connecting your Intercom data to and leveraging Hatz AI allows you to:

Reduce Time Spent on Manual Tasks: Automate repetitive customer support actions like updating contact information, creating help articles, and managing company records.

Enhance Customer Experience: AI-powered analysis helps identify customer patterns and support needs, enabling proactive customer service.

Streamline Support Operations: Use intelligent automation to handle routine support workflows and focus your team on complex customer issues.

Centralize Customer Knowledge: The seamless integration ensures all your customer data and support content is easily accessible and actionable from a single interface.

Real-Life Use Cases

Scenario 1: Automated Customer Onboarding

A customer success manager can use Hatz AI to automatically create comprehensive customer profiles when new clients sign up. Hatz AI can populate contact details, company information, and create initial support documentation. Later, the manager can ask Hatz AI to add onboarding notes and track progress through the customer journey.

Scenario 2: Dynamic Help Content Creation

When new features are released, support teams can instruct Hatz AI to create help articles explaining the functionality. Hatz AI can structure the content, organize it into appropriate collections, and even create multilingual versions, ensuring comprehensive documentation is available immediately.

Scenario 3: Intelligent Customer Segmentation

A sales team can ask Hatz AI to analyze customer data and automatically tag high-value prospects or organize customers by usage patterns. Hatz AI can create segments based on engagement metrics and manage subscription preferences to optimize communication strategies.

Intercom & Hatz AI: Use Case Examples

This list outlines practical applications of the Hatz AI and Intercom integration, providing examples of direct Chat Prompts for quick, ad-hoc tasks and potential Workflow Automations for more structured, repeatable processes.

1. Contact and Company Management

Use Case	Description	Chat Prompt Example
Quick Contact Updates	Instantly update contact information as customer details change	`Update contact ID 12345's email to [email protected] and add the "Enterprise" tag`
Company Profile Creation	Create comprehensive company profiles for new business customers	`Create a new company called "TechStart Solutions" with 50 employees, monthly spend of $2000, and website techstart.com`
Customer Relationship Mapping	Link contacts to their respective companies and track business relationships	`Attach contact ID 12345 to company "TechStart Solutions" and show me all contacts for this company`

Getting Started

After your integration is connected and activated in the chat, simply start a conversation with your AI assistant and mention what you want to do with your Intercom data.

For example:

"I want to see all customers from tech companies in California"

"Help me create a new help article about our billing process"

"Show me which contacts haven't been contacted in the last 30 days"

"Create a company profile for our new enterprise client"

The AI will understand your request and work directly with your Intercom account to get the information or make the changes you need.

Current Capabilities Summary

The Intercom integration currently supports:

✅ Contact Management - Full CRUD operations on customer contacts
✅ Company Management - Complete company profile management
✅ Help Content - Article and collection creation and management
✅ Notes and Comments - Customer interaction tracking
✅ Admin Functions - Team management and activity monitoring
✅ Subscription Management - Communication preference controls
✅ Search and Analytics - Advanced filtering and data analysis

This integration empowers your team to deliver exceptional customer experiences while maintaining organized, comprehensive customer data and support documentation.

Intercom & Hatz AI: Use Case List

This list outlines practical applications of the Hatz AI and Intercom integration. It is categorized by the core features available through the tool, providing examples of direct Chat Prompts for quick, ad-hoc tasks and Workflows that can be built for automation of more structured, repeatable processes.

1. Contact Management

Use Case	Description	Chat Prompt Example	Workflow for Automation
New Contact Onboarding	Quickly create a new contact, tag them, and add them to a subscription list without navigating the Intercom UI.	`Create a new contact for '[email protected]', name Eva Patel. Add the tag 'Q4-Demo-Request' and subscribe them to our 'Product Updates' list.`	Quick Onboarding Workflow: 1. Prompts the user for the new contact's email, name, and any initial tags. 2. Creates the contact record in Intercom. 3. Adds the specified tags for segmentation. 4. Subscribes the new contact to a predefined "Welcome Series" subscription list.
Contact Segmentation	Add or remove tags from existing contacts to keep audience segments up-to-date based on recent interactions.	`Find the contact with email '[email protected]' and add the tag 'churn_risk'.`	Post-Interaction Tagging Workflow: 1. User provides a list of contact emails (e.g., from a webinar attendance sheet). 2. User specifies the tag to be applied (e.g., 'Webinar-2024-09'). 3. The workflow iterates through the list, finding each contact in Intercom and applying the tag.
Logging Contact Notes	Add important notes to a contact's profile after a call or meeting for future reference by the team.	`Add a note to contact '[email protected]': "Spoke on the phone. Very interested in the enterprise plan. Follow up next Tuesday."`	Meeting Debrief Workflow: 1. Prompts the user for the contact's email and their raw meeting notes. 2. Hatz AI cleans up and summarizes the notes into a concise paragraph. 3. The workflow adds the summarized note to the specified contact's record in Intercom.

2. Conversation Management

Use Case	Description	Chat Prompt Example	Workflow for Automation
Intelligent Triage	Analyze the content of a customer message, create a conversation, and assign it to the correct team with relevant tags. This is based on Scenario 1.	`Create a conversation for '[email protected]' with the message "My login isn't working on the mobile app." Assign it to the 'Technical Support' team and tag it 'bug-report'.`	New Support Request Workflow: 1. User pastes a customer's message (e.g., from an email or social media DM). 2. Hatz AI analyzes the message content for keywords (e.g., 'billing', 'price' -> Sales; 'error', 'broken' -> Support). 3. Creates a new conversation in Intercom. 4. Assigns the conversation to the inferred team and adds appropriate tags.
Quick Conversation Resolution	Find and close a conversation, marking it as resolved with a concluding note.	`Close the last open conversation from '[email protected]' with the note "Issue resolved during our call."`	Stale Conversation Cleanup Workflow: 1. The workflow fetches a list of conversations assigned to the user that haven't been replied to in over 3 days. 2. It presents the list to the user for review. 3. The user confirms which conversations to close, and the workflow marks them as resolved with a standard note.

3. Company Management

Use Case	Description	Chat Prompt Example	Workflow for Automation
Rapid Company Creation	Create new company records in Intercom on the fly as you identify new prospects or customers.	`Create a new company in Intercom named 'Innovatech Solutions' and attach the contact '[email protected]' to it.`	New Account Setup Workflow: 1. Prompts the user for the new company's name. 2. Creates the company record in Intercom. 3. Asks for the primary contact's email and name. 4. Creates the new contact and automatically attaches them to the newly created company.
Company Data Update	Keep company records current by updating details as you learn them.	`Update the company 'Innovatech Solutions' to note that they have 250 employees.`	Data Enrichment Workflow: 1. User provides a company name and the attribute to update (e.g., employee count, industry, website). 2. The workflow finds the company record and updates the specified field with the new information.

4. Knowledge Base Management

Use Case	Description	Chat Prompt Example	Workflow for Automation
Agent-Assisted Search	Quickly find relevant help articles to share with customers during a live conversation. This is based on Scenario 2.	`Search the help center for an article on "how to export data".`	Support Agent Assist Workflow: 1. User pastes a customer's question (e.g., "How do I change my profile picture?"). 2. The workflow searches the Intercom knowledge base for articles matching the query. 3. Hatz AI analyzes the search results and presents the top 3 most relevant article titles and links to the agent.
Drafting New Articles	Turn a conversation transcript or a set of notes into a draft for a new help center article.	`Create a draft article titled "Troubleshooting Login Issues" with the content: "First, clear your cache. Second, reset your password. Third, contact support."`	Ticket-to-Article Workflow: 1. User provides the ID of a resolved support conversation that contains a useful, reusable solution. 2. The workflow fetches the conversation details. 3. Hatz AI summarizes the problem and the agent's solution, formatting it as a structured help article. 4. The workflow creates a new draft article in the Help Center for review and publication.

5. Administration & Reporting

Use Case	Description	Chat Prompt Example	Workflow for Automation
Activity Monitoring	Get a quick overview of recent activities performed by admins in your Intercom workspace for a high-level audit.	`Show me the last 5 activities performed by admins in my Intercom app.`	Weekly Admin Activity Summary Workflow: 1. Fetches the full activity log for the past 7 days. 2. Hatz AI processes the log to count and summarize key actions (e.g., conversations closed, contacts created, articles published). 3. It groups the metrics by admin. 4. Presents a consolidated performance report to the manager.