The Intercom integration operates at account level: the Settings Admin connects the workspace once. But for each agent's conversations to be analyzed by diio, three conditions must be met per user. Understanding this avoids the most common error: connecting Intercom and seeing nothing in diio.
What the Admin does (once)
Click Authorize.
Complete the Intercom OAuth flow: log in and authorize access to the workspace.
The integration becomes active for the entire account.
What each agent needs
The Admin connecting Intercom is not enough. For a specific agent's conversations to enter diio, all three conditions must be met simultaneously:
Intercom account. The agent exists as a user in Intercom and has access to the inbox.
Active seat in diio. The agent has an Executive seat assigned in diio.
Matching email. The agent's corporate email is the same in Intercom and in diio.
If any of the three is missing, that agent's conversations do not enter diio.