Intercom
Intercom works with Foldspace in two independent ways, each set up where it belongs:
- Knowledge base — sync your Intercom Help Center articles into the agent’s Knowledge. This is the only Intercom connection, and it’s done in the Knowledge module, not in Integrations. It authenticates with an Intercom access token, so it can reach gated content. See Adding knowledge sources.
- Support handoff — when the agent reaches its limits (the user asks for a person, an issue can’t be resolved, or sentiment turns frustrated), it escalates to your Intercom support team with a one-line summary of the problem.
Support handoff
Section titled “Support handoff”Like Zendesk, Intercom offers two ways to hand off. Pick the one that matches how your team works:
| Handoff type | What happens | Use when |
|---|---|---|
| Live chat | The agent opens the Intercom Messenger on the page and seeds it with the summary, then steps aside. | You run the Intercom Messenger and staff live chat. |
| The agent emails the summary and context to your Intercom support address instead of opening the Messenger. | You handle support asynchronously in the Intercom inbox. |
Prerequisites
Section titled “Prerequisites”- An active Intercom subscription — with the Messenger installed on your site for live chat, or an Intercom support email address for the email option.
- Offer Support Handoff enabled in Style & Behavior.
Live chat
Section titled “Live chat”The live handoff is driven by the SDK, not an Integrations connection: you author a Support Handoff action and add a front-end handler that opens the Messenger with the summary. Follow the developer walkthrough:
Test it on your own site — a staging or dev build where both the Foldspace SDK and the Intercom Messenger are loaded. You can’t verify this in the Playground: it runs inside the Foldspace UI, so the real Messenger isn’t on the page.
When you don’t staff live chat, use the Email handoff destination instead — no custom code. The agent emails the summary to your Intercom support address, so the escalation lands in your Intercom inbox. Configure the destination in Support handoff.
Related
Section titled “Related”- Zendesk: the same two handoff options.
- Adding knowledge sources: connect Intercom as a knowledge source.
- Support handoff: triggers and destinations.