> For the complete documentation index, see [llms.txt](https://doc.aissist.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://doc.aissist.io/tutorial/deploy/intercom.md).

# Intercom

Deploy Aissist in Intercom - sign in, choose the team inboxes it manages, set the actor, escalation and handover rules.

*Last updated: November 1, 2026*

Deploy Aissist in Intercom so it answers conversations in your team inboxes, tags them, and hands over to your team. Read [Deploy](/tutorial/deploy.md) first for the steps every gateway shares.

### Prepare Intercom

* Pick or create the admin Aissist will answer as. A dedicated admin works best.
* Turn off Intercom's automatic away mode for that admin. In Intercom, go to **Settings → Inbox → Assignments** and turn off both "Change ... to away" options. Otherwise Aissist stops working when Intercom marks the admin away.
* Route the conversations Aissist should handle into one team inbox.

### Connect Intercom

1. Go to **Deploy → Gateways**, click **Add Gateway** and choose **Intercom**.
2. On **Connect**, choose an Intercom connector, or create one and click **Save and sign in with Intercom**.
3. Approve the Aissist app in Intercom.

Intercom tokens do not expire, so there is nothing to renew. The app ID is read from Intercom.

### Set up the agent

* **Managing Points (Team Inbox(es))**: the team inboxes Aissist manages. By default, it manages all.
* **Stop at the following tag(s)**: tags that make Aissist skip a conversation. Use it rarely.
* **Actor**: the admin Aissist answers as (required).
* **Escalation**: the team that gets a conversation when Aissist escalates. If empty, Aissist only unassigns itself.
* **Handover Rules**: map sub-agents to teams. For each rule you can also turn on **Enable Intercom ticket on handover**, then choose **Create ticket** or **Convert conversation to ticket**, a ticket type and its attributes.
* **Chat Only**: the thinking message and handover message.

No additional steps are needed in Intercom.

### How Aissist works in Intercom

Aissist replies in the conversation and applies tags, which your Intercom rules can act on.

When a human should take over, Aissist summarizes the conversation in a note and hands it to the escalation team or the team of the matching handover rule.

### In-note commands

Your agents can add an internal note with an [in-note command](/capabilities/in-note-command.md) to analyze a conversation, fill attributes or evaluate a reply. If you have deployed more than one gateway on this Intercom account, turn on **Enable Co-Pilot** on the gateway's **Settings** for the one that should answer the commands.

### Actions

The same Intercom connector can also carry actions that create a ticket in Intercom, such as a refund request for your team to pick up. See [Add Actions](/tutorial/add-actions.md).

### Do it with Ask Engine

> How is our Intercom gateway configured, and is its connection still valid?

> Why were Intercom conversations escalated last week?

Ask Engine answers from the gateway's settings and the conversations' records.

### Best practice

* Start with one team inbox and a dedicated admin as the actor.
* Keep automatic away mode off for the actor.
* Use handover rules with ticket creation when your team works from Intercom tickets.

### Related

* [Deploy](/tutorial/deploy.md)
* [Escalation and Handover](/capabilities/escalation-and-handover.md)