The Intercom integration lets diio automatically analyze the support, onboarding or sales conversations that happen in Intercom.
The integration operates at account level: the Settings Administrator connects the workspace once. But that alone isn't enough for each agent's conversations to reach diio; the detail is below, because it's the most common mistake.
Steps to connect Intercom (one time only)
Go to diio settings › Integrations and, in the Messaging and telephony group, find Intercom.
Turn on the Intercom switch.
Sign in to Intercom with an account that has Admin permissions and complete the authorization flow.
Authorize the access diio requests (read conversations and read contacts).
The integration becomes active for the whole organization.
You don't need to configure anything else: Intercom has no settings page and shows up in Integrations as "Ready to use".
What each agent needs
The Admin connecting Intercom isn't enough. For a specific agent's conversations to enter diio, all three conditions have to be met at the same time:
An Intercom account. The agent exists as a user in Intercom and has access to the inbox.
An 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 don't enter diio.
How to check that it works
Intercom conversations don't come in in real time: they're only imported when an agent closes the conversation. After an agent closes a conversation, open All conversations and filter by Channel → Messages and Social Network → Intercom. If you see conversations, the integration is active. If you see nothing, check the three agent conditions and that the conversation meets the requirements in the next section.
Which Intercom conversations diio analyzes
diio analyzes the Intercom conversations that an agent closed and that have exactly 1 agent and 1 customer, both with an email. There are no filters by tag, segment or contact attribute, because the integration has no settings page.
Common use cases
Customer support: analyzing each support conversation to identify resolution Commitments and the customer's Mood when closing the ticket.
Onboarding: extracting the key points of the activation process for each new client who goes through Intercom.
Sales over messaging: capturing the needs and objections expressed by prospects who make first contact via chat.