Chatbot Automation on Intercom

Deploy IrisAgent AI answers to your Intercom Chatbot

Introduction

IrisAgent AI can answer customer queries right within your Intercom chatbot seamlessly using webhooks. This guide will help you integrate IrisAgent with your Intercom chatbot.

Intercom App Configuration

Step 1: Create a New Private App

1. Navigate to the Developer Hub.

2. Select the option to create a new private app.

   

Step 2: Set Permissions

1. Access the Authentication menu in your app settings.

2. Configure the necessary permissions as shown below.

   

Step 3: Configure Webhooks

1. Go to the Webhooks menu in your app settings.

2. Ensure you set up the following required topics:

   • conversation.user.created
   • conversation.user.replied
   • conversation_part.tag.created
   • conversation.admin.replied

3. Set the Endpoint URL to: https://api1.irisagent.com/v1/webhooks/intercom/your_organization_id. Note that your_organization_id can be found in the URL of the home page of your Intercom account as shown below:
   https://app.intercom.com/a/apps/your_organization_id/home

   

Step 4: Note Your ClientSecret and ClientID

1. Find these credentials under the Basic information menu.

2. The ClientSecret is vital for validating webhook requests from Intercom.

   

Step 5: Note the IrisAgent UserId

Select an author who should be used by IrisAgent to send automated messages. Note thisUser id that should be used as the author of IrisAgent AI comments. Your Intercom admin can get the user id for a given user from the Intercom dashboard by following the steps below:

1. Navigate to Settings -> Teammates.
2. Click on the name of the user whose id you want to get
3. The URL of the page would look like https://app.intercom.com/a/apps/intercom_id/admins/user_id. Share the user_id at the end of the URL.

Step 6: Configure IrisAgent Integration

Configure the Intercom integration in your IrisAgent dashboard:

1. Navigate to the Integrations page on IrisAgent dashboard and click on the gear icon the Intercom Chat tile.

2. Toggle on the “Enable Chat Automation” option.

3. Enter the ClientSecret from Step 4.

4. Enter the User ID from Step 5 that IrisAgent will use as the author for automated responses.

   

Step 7: Configure Chat Filter (Optional)

You can optionally enable chat filtering to control which Intercom conversations IrisAgent processes. This allows you to filter conversations based on tags or apply custom filtering logic. Enable it by clicking on “Chat filter” on the same page.

Filter Modes

Simple Mode:

1. Toggle Enable Chat Filter to ON
2. Select Simple mode
3. Choose an Operator: OR or AND
4. Add one or more tags using the Add Tag button
   • With OR operator: IrisAgent processes conversations that have ANY of the specified tags
   • With AND operator: IrisAgent processes conversations that have ALL of the specified tags
5. The generated query is shown in the Generated Query (Read-only) field

Advanced Mode:

1. Toggle Enable Chat Filter to ON
2. Select Advanced mode
3. Enter a custom filter query
4. IrisAgent will process only conversations matching your query criteria

Note: Filtering is optional. If disabled, IrisAgent will process all incoming conversation events.