Quick start — Intercom × NEXT AI

From the Teamspace where you want data to land, go to Settings → Integrations → Intercom → Connect. Then create a subscription to auto-import new Intercom tickets or conversations as Highlights in this Teamspace—each item includes text, key metadata, and a source link back to Intercom.

Why integrate with Intercom?

Each source adds a new dimension of customer truth. Intercom contributes the support perspective—tickets and live conversations—that complements sales calls, meetings, surveys, and reviews already in NEXT AI. Together, these streams form a richer customer-intelligence graph that improves prioritization and automation—with evidence attached.

What gets imported (object & fields)

Object in NEXT AI: Highlight in the Teamspace where you configure the subscription.
Included fields: ticket/conversation title or first line, latest message text, requester/contact, assignee/teammate, status (e.g., open/closed or ticket status), tags/labels (when available), source link, and system IDs for traceability.
Delivery: NEXT AI ingests new Intercom items via your subscription (event-driven or incremental); no full re-pull required. Intercom exposes both Conversations and Tickets as distinct objects.

Connect Intercom

In NEXT AI (inside the Teamspace), open Settings → Integrations → Intercom → Connect.
Authorize your Intercom workspace to allow NEXT AI to read new tickets/conversations for import.

Intercom supports webhooks and APIs for real-time or incremental ingestion; authorization enables access to those resources

Auto-import tickets

Create a subscription that watches for new Intercom tickets or conversations and imports each as a Highlight in this Teamspace. This keeps support signals flowing into NEXT AI without manual pulls, and every Highlight links back to the original Intercom item for validation.

Intercom documents Conversations (threads in the inbox) and Tickets (structured, multi-step work items) as separate objects—either can represent new support signals depending on your workspace setup.

Tips

Route by inbox or tag: If your Intercom process uses specific inboxes/tags for product feedback or escalations, set your subscription scope accordingly so NEXT AI receives the most relevant signals first.
Use metadata for triage: Intercom objects support attributes/tags that make downstream filtering and ownership easier once highlights land in NEXT AI. (Add or standardize them in Intercom, then rely on them in NEXT AI.)
Keep the source link: The Intercom link in every Highlight lets product/CX validate context quickly before acting.

Troubleshooting

No items are importing. Confirm the subscription is active and that the item is new (subscriptions capture new/changed objects, not historical backfills). If you need history, run a targeted backfill using Intercom’s APIs/exports first.
Throughput slowed / 429 errors. Intercom enforces API rate limits; large workspaces or backfills should add backoff and schedule windows.
Wrong workspace authorized. Disconnect and reconnect the integration with the intended Intercom workspace, then re-enable your subscription.

FAQ

Q: What exactly is created in NEXT AI from Intercom?

Highlights—short-form items created from new Intercom tickets or conversations, including text, key metadata (requester/assignee/status/tags when available), and a source link back to Intercom.

Q: Tickets or conversations—what’s the difference?

Intercom treats Conversations (live threads) and Tickets (more structured, longer-running issues) as separate objects; your workspace can use either or both. Your subscription can watch for whichever you use to represent new support signals.

Q: How fast will new items appear?

Subscriptions rely on Intercom’s real-time notifications or incremental feeds. Newly created items are picked up shortly after they’re available; large surges may be subject to rate limiting.

Q: Can we filter which items get imported?

Yes—scope your subscription (e.g., by inbox, tag, or state) so only relevant items are created as Highlights in NEXT AI. You can adjust scope anytime in integration settings.