Leverage Intercom Integration with Hatz AI: Features and Tools Guide

The integration of Intercom and Hatz AI unlocks a wealth of opportunities for users looking to supercharge their workflow with the power of Hatz AI. Whether you're managing customer data, streamlining your support efforts, or automating communication, this fusion brings exceptional capabilities to your fingertips.

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

What is the Intercom Tool?

The Intercom tool is a feature-rich integration that allows users to connect and interact directly with Intercom. It supports tools for managing contacts, companies, conversations, and your knowledge base. With Hatz AI now connected to this tool, you can automate tasks, gain predictive insights, and perform intelligent operations across your Intercom data.

How and What Can a User Access?

Each user on the Hatz platform is required to connect their individual Intercom account through our 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.

Features of the Intercom Integration Tool

1. Seamless Contact Management

Manage Subscriptions: Add subscriptions to a contact to manage their communication preferences (opt-in/opt-out).
Tagging: Add tags to contacts for segmentation and organization.
Company Association: Attach or detach contacts from companies.
Notes: Create and manage notes for individual contacts.
Full C.R.U.D: Create, fetch, update, or remove contacts in Intercom directly from Hatz AI.

2. Advanced Conversation Management

Assignments: Assign conversations to specific admins or teams.
Resolution: Close and mark conversations as resolved.
Creation: Initiate new conversations.
Retrieval: Fetch conversation details, including all messages.

3. Company Management at Scale

Creation & Updates: Create new companies or update existing ones.
Deletion: Remove companies from your Intercom workspace.

4. Intelligent Knowledge Base Management

Article Creation: Author and publish new articles to your Help Center.
Collection Management: Create, manage, and delete collections of articles.

5. Administrative and Monitoring Tools

Admin Identification: View details of the currently authorized admin.
Activity Logging: Retrieve a log of all activities performed by admins in your app.

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 Data Entry: Automate repetitive tasks like tagging contacts or creating conversations.
Drive Data-Driven Decisions: AI-powered analytics can help you uncover actionable trends from conversation and activity data.
Enhance Productivity: Use intelligent automation to handle workflows, such as assigning conversations or managing knowledge base content, freeing up your team for high-value activities.
Personalize Customer Experiences: Utilize AI to analyze contact data and tailor communication strategies.
Streamline Operations: The seamless integration ensures all your Intercom data is easily accessible and actionable.

Real-Life Use Cases

Scenario 1: Automated Conversation Triage

With the Intercom toolkit, you can automatically create a conversation from an external trigger (like an email). Using Hatz AI, you can analyze the conversation body and assign it to the correct team (e.g., "Sales" or "Support") and even add relevant tags, streamlining your support queue.

Scenario 2: AI-Powered Knowledge Base Assistance

A customer asks a question in a chat. Hatz AI can use the "Get an article" or "List articles" functions to find a relevant help article and present it to the customer. If the answer isn't sufficient, the conversation can then be automatically assigned to a support agent.

Scenario 3: Proactive Customer Onboarding

When a new user signs up (triggering a webhook), Hatz AI can use the Intercom integration to create a new contact, add them to an "Onboarding" subscription, and initiate a welcome message, personalizing the start of their customer journey.

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.