> ## Documentation Index
> Fetch the complete documentation index at: https://dialnexa.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Intercom Voice AI Integration Guide

> Connect DialNexa voice AI with Intercom to identify users, continue support conversations, update approved attributes, and route human follow-up.

The **Intercom voice AI integration** connects phone conversations with the customer context held in Intercom. It is useful for SaaS and digital businesses that want callers to continue an existing support conversation without repeating everything.

<Warning>
  A catalog page describes a possible workflow. It does not confirm that a native Intercom connector is enabled in your workspace. Check **Integrations** in the DialNexa dashboard first. If Intercom is not listed, use a custom function, agent webhook, or external automation service.
</Warning>

## When to use the Intercom voice AI integration

Use Intercom when:

* Users contact you through both the product messenger and phone.
* The agent needs approved user, company, plan, or conversation context.
* A phone call should create or continue a support conversation.
* Teammates need a summary, user verification result, and next step.

<Tip>
  **Best first workflow:** Match the caller to an Intercom contact, find the recent open conversation, and add a concise internal note with the call outcome and requested follow-up.
</Tip>

## Before you begin

Prepare the following:

* A published DialNexa agent that has already passed a basic test call.
* Access to the DialNexa workspace **Integrations** page.
* An Intercom account with permission to read or update the required records.
* One test record that does not affect a live customer.
* A list of actions that can run automatically and actions that require human review.

## Choose how to connect Intercom

| Connection method                                   | Use it when                                                | Important limit                                                             |
| --------------------------------------------------- | ---------------------------------------------------------- | --------------------------------------------------------------------------- |
| Workspace connector                                 | Intercom appears in your DialNexa **Integrations** page    | Available actions and authentication depend on your workspace               |
| [Custom function](/docs/agent-settings/custom-functions) | The agent needs Intercom data during the live conversation | Keep the request fast and return only the fields the agent needs            |
| [Agent webhook](/docs/api-access/agent-webhooks)         | Intercom should receive a result after the call            | Your endpoint must authenticate, retry safely, and prevent duplicate writes |
| External automation                                 | The workflow spans Intercom and several other systems      | Monitor the external workflow separately from the DialNexa call             |

## Build the Intercom voice AI workflow

1. Define the exact event that starts the action, such as a confirmed booking, qualified lead, support escalation, or completed call.
2. Choose the connection method from the table above.
3. Map caller identity, the DialNexa call ID, the verified outcome, and the destination record ID.
4. Add a condition so uncertain, sensitive, destructive, or high-value changes go to a human-owned queue.
5. Store the destination record URL or ID with the call result so your team can trace the handoff.
6. Test success, no-match, duplicate, permission-error, and timeout cases before using live traffic.

## Data to map between DialNexa and Intercom

* Contact and company IDs, verified phone number, email, locale, and owner
* Conversation ID, state, team, assignee, priority, and approved tags
* Call ID, verification status, topic, summary, sentiment signal, and next step
* Selected user attributes only when the call provides a verified update

## High-value Intercom voice AI workflows

| Call outcome                              | Intercom result                                      | Human control                                |
| ----------------------------------------- | ---------------------------------------------------- | -------------------------------------------- |
| User calls about an open conversation     | Add a note and notify the current assignee           | Keep teammate-only content private           |
| New support question arrives              | Create a conversation with structured context        | Let inbox rules choose the final assignee    |
| Customer requests a callback              | Record the preferred time and notify the owning team | Make callback ownership explicit             |
| Caller shares updated profile information | Suggest an attribute update                          | Verify identity before changing account data |

## Verify the Intercom integration

Run a test call and confirm that:

1. The workflow finds the intended Intercom record instead of creating a duplicate.
2. Only the approved fields change.
3. The DialNexa call ID is stored for traceability and retry protection.
4. A failed request creates a visible error or human-owned task.
5. The receiving owner can open the Intercom record and understand the next step without reading the full transcript.

## Troubleshoot Intercom integration issues

| Problem                                | What to check                                                                                                                                     |
| -------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------- |
| Intercom is not shown in the dashboard | Use a custom function, webhook, or external automation service, or [request the integration](/docs/dashboard-integrations/requesting-new-integrations) |
| Authentication fails                   | Reconnect the account and verify scopes, workspace ownership, and token expiry                                                                    |
| No matching record is found            | Normalize phone numbers and email addresses, then define a clear create-versus-review rule                                                        |
| Duplicate updates appear               | Use the DialNexa call ID as an idempotency key and make retries safe                                                                              |
| The live call becomes slow             | Move nonessential writes to a post-call webhook and keep live lookups small                                                                       |

## Related pages

* [DialNexa integrations overview](/docs/integrations/overview)
* [Connect dashboard integrations](/docs/dashboard-integrations/connecting-integrations)
* [Use integrations in agents](/docs/dashboard-integrations/using-integrations-in-agents)
* [Use integrations in workflows](/docs/dashboard-integrations/using-integrations-in-workflows)
* [Integration workflow tutorials](/docs/tutorials/integration-workflows)