Support & Ticketing · Integration
Intercom
Add Intercom to your product for your customers, and give your AI agents governed access to it.
Intercom began as a messenger and grew into a help desk, and its object model shows it: conversations and their parts, contacts split between leads and identified users, the companies those contacts belong to, tags, and tickets alongside all of it. Versioning is the awkward part. Intercom pins an API version per app, and a contact or a conversation is not shaped the same way across versions, so two customers on different versions return genuinely different JSON for the same record and code assuming one shape fails quietly on the other. The lead to user transition adds to it, because an anonymous visitor becoming identified changes which record you were holding. fastn stores each workspace's token and pinned version per tenant and follows the platform's releases.
In your product
Embedded for your customers. Per-tenant auth, no per-customer code, maintained by fastn.
Let each customer connect their own Intercom workspace so your product writes into the inbox their team answers from.
Read a conversation with its parts, or reply into it, so an exchange your product started stays in one thread.
Handle the lead and user distinction deliberately, so a visitor becoming identified does not leave you with two records for one person.
Attach company and tag context to what you send, and react when a conversation or a ticket changes state.
For your AI agents
Governed, audited access for the agents you build, through the MCP server.
An agent reads a contact's conversation history and the company they belong to before it answers.
An agent tags a conversation or raises a ticket from it inside the scopes granted, with the workspace it touched logged.
An agent checks which API version a workspace runs before relying on a field being present.
Example prompt
What has this contact asked about across their conversations, and is there still an open ticket for any of it?
Set up Intercom in 4 steps
- 01Enable the Intercom connector from your fastn dashboard.
- 02Have each customer authorise their own Intercom account, so calls run under their credentials rather than a shared key.
- 03Decide which conversations, customers and tags your product needs, map those fields, then enable the actions and triggers you want.
- 04Call it from your product and expose it to your agents through the same governed connection.
Why teams use the Intercom integration
What you get by embedding it with fastn instead of building it yourself.
- Ship an Intercom integration without building it. Your customers connect their own Intercom account inside your product and work their conversations, customers and tags there, with no per-customer code on your side.
- Handle the part that actually costs time: support volume is spiky, and support teams notice latency immediately. fastn owns the auth, token refresh, rate limits, pagination and breaking-change fixes, so an Intercom update is not your on-call problem.
- One integration serves your product and your agents. The same governed Intercom connection powers in-product features and gives AI agents scoped, audited access, so you let support work your customers' queues without leaving your product without wiring it twice.
Used by these teams
Compare with
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NetSuiteIntercom integration FAQ
How do I add an Intercom integration to my product?
Enable the Intercom connector in your fastn dashboard, then let each customer authenticate their own Intercom account. fastn handles the OAuth flow, token storage and refresh per tenant, so there is no Intercom client code in your app and no per-customer branch in your codebase. Setup is 4 steps.
Do my customers each connect their own Intercom account?
Yes. Every connection is scoped to the individual customer, so each authorises their own Intercom account and only ever sees their own conversations, customers and tags. That per-tenant isolation is the point of an embedded integration: you support the long tail of customer setups without maintaining an integration per customer.
Can AI agents use this Intercom integration?
Yes. The same connection is exposed to your agents through the fastn MCP gateway, with permissions scoped per tenant and every call audited. An agent reads a contact's conversation history and the company they belong to before it answers.
Who maintains the Intercom integration?
fastn does. When Intercom changes an endpoint, deprecates a field or alters its auth, the fix lands in the connector rather than in your backlog, and your customers' connections keep working.
Can an agent resolve an Intercom conversation end to end?
An agent can read the full history, post replies, change status and route within the permissions you grant it. Every action is attributed and audited, so you can show exactly what the agent did rather than inferring it.
Do I get notified the moment something changes in Intercom?
Yes, through event triggers rather than polling, so your product reacts to a new or escalated conversation in near real time.
What can I build with the Intercom integration?
A common starting point: let each customer connect their own Intercom workspace so your product writes into the inbox their team answers from. Teams also use it for the other use cases listed above, and expose it to agents for governed reads and writes.
How much does the Intercom integration cost?
It is included. Pricing is based on connected accounts, not on how many connectors you enable, so adding Intercom does not change your per-connector cost. You can start free with 3 connected accounts.
Add Intercom to your product
Start free with 3 connected accounts. No sales call required, and no per-customer integration code.