Intercom integration

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.
• 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: the full setup for both connections.
• Connecting Foldspace to Intercom: the live-chat handoff, with code.
• Support handoff: how escalation works across destinations.