Prerequisite: Third-party connectors are available only on the Sana Enterprise tier, with one exception: the Workday connector is included for both Sana Core and Sana Enterprise.
Introduction
Connect Intercom to Sana to retrieve and review conversations. Stay on top of customer conversations without leaving Sana.
In summary, the connector has the following key characteristics:
Category: Support
Connector type: Real-time
Auth type: OAuth
Hosting type: Managed
Capabilities
This connector is able to do the following:
Capability |
List contacts |
List conversations |
Read conversations |
Send messages |
Manage contacts |
Create notes |
Tools
While the capabilities above describe what the connector can do at a high level, the underlying tools show exactly which operations the agent can use when you ask Sana about Intercom. In practice, the agent may call one or more tools to achieve a single capability.
Tool |
Add tag to contact |
Create note |
List admin id options |
List tag id options |
List team assignee id options |
Retrieve conversation |
Send incoming message |
Send message to contact |
Upsert contact |
Note: This article lists the connector's full set of tools. Your workspace owner can disable individual tools for your workspace, so some of those listed here may not be available to your agents. If a tool you expected is missing, reach out to your workspace owner.
Triggers
While tools are the actions an agent takes on your behalf, triggers are the events that can start an agent automatically. When you build an agent, you can choose one of the triggers below as its starting point. For example, having the agent run every time something new happens in Intercom.
Trigger |
Lead Added Email |
New Closed Conversation |
New Companies |
New Conversation Rating Added |
New Conversations |
New Event |
New Leads |
New Reply From Admin |
New Reply From User |
New Tickets |
New Topic (Instant) |
New Unsubscriptions |
New Users |
Tag Added To Conversation |
Tag Added To Lead |
Tag Added To User |
Scope and permissions
This connector uses OAuth. When you connect your account, you will need to sign into your account and grant the required permissions:
Scope | Purpose |
People | View and manage Intercom users and leads |
Companies | View and manage company records in Intercom |
Conversations | View and update Inbox conversations |
Teams and teammates | View teams, teammates and away status |
Tags | View and manage people, company and conversation tags |
People activity | View and create people activity events |
Workspace counts | View numerical workspace usage counts |
Data attributes | Manage customer and company attributes |
Tickets | View and manage support tickets |
Set up instructions
Prerequisites:
You are a Sana Enterprise user – all third-party connectors except the Workday connector are available only for users on the Sana Enterprise tier.
Your Sana workspace owner has enabled this connector – if the workspace owner has disabled the connector it won't appear in the list of available connectors.
Step 1: Go to the connectors page in Sana
In Sana, click on your profile icon and name in the bottom left corner and select Connectors.
Step 2: Find Intercom in the list of available connectors
Scroll to the Available connectors section and locate Intercom.
Note: If you can't find a connector in this list, it means one of the following:
You've already connected it — check the ”Active connectors” section at the top of the connectors page, or
Your workspace owner has disabled this connector for your workspace — reach out to them for more information or to request that it be enabled.
Step 3: Hover the connector card and click the connect button
Hover the Intercom card and click the Connect button.
Tip: If you click the card itself instead of the Connect button, you'll open a connector detail page with more information about its capabilities.
Step 4: Initialize the Pipedream connection
When clicking Connect in the previous step, a pop-up will appear powered by Pipedream. Click the Continue button in the pop-up to initialize the set up.
Note: Sana uses Pipedream to connect your account. Pipedream is a Workday product, trusted by millions of people to keep their data secure.
Step 5: Sign in to Intercom and approve the requested scopes
You'll be redirected to Intercom to go through their OAuth flow. Sign in and approve the scopes Sana needs to operate the connector.
Step 6: Complete the set up
You've successfully connected your Intercom account. Click Continue to complete the setup and start using the connector.
Known limitations
Search: The connector can only list contacts and conversations — it cannot run a filtered search, which limits search quality.
Attachments: The connector cannot process attachments in conversations.