# Intercom integration

Use Intercom as a knowledge source and as a support-handoff destination.

Intercom connects to 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 made in the **Knowledge** module, not in Integrations, and authenticates with an Intercom access token so it can reach gated content. See [Adding knowledge sources](/user-guides/knowledge-sources/).
- **Support handoff:** when the agent reaches its limits (the user asks for a person, an issue cannot be resolved, or sentiment turns frustrated), it escalates to your Intercom support team with a one-line summary of the problem.

## Related

- [Intercom](/user-guides/integrations-intercom/): the full setup for both connections.
- [Connecting Foldspace to Intercom](/guides/intercom-handoff/): the live-chat handoff, with code.
- [Support handoff](/user-guides/support-handoff/): how escalation works across destinations.