What You'll Set Up

By the end of this guide, your AI agent will be able to manage your Intercom workspace on your behalf. It can look up contacts, read and reply to conversations, assign tickets to teammates, tag and organize customers, and monitor your support pipeline — all through a simple conversation.

This integration is especially useful for support teams, customer success managers, and sales teams who want to streamline their Intercom workflows. Instead of manually triaging conversations and updating contact records, your agent handles it for you.

Intercom

29 tools · Customer messaging and support for AI agents

Before You Begin

Make sure you have:

An Intercom account with admin access — You need admin permissions to create an app and generate an access token
A Pipeworks workspace — Sign up at pipeworks.ai if you haven't already

Info

Intercom access tokens are tied to the app you create in the Developer Hub. The token inherits the permissions of the app, so make sure your app has the scopes you need.

Steps

Create an app in the Intercom Developer Hub

Go to the Intercom Developer Hub and sign in with your Intercom account. Click New App to create a new application. Give it a name like "Pipeworks" and select your workspace.

Once created, navigate to Authentication in the left sidebar. Your Access Token is displayed on this page. Click to copy it.

Open your Pipeworks console

Log into your Pipeworks workspace and go to the Integrations page. Find Intercom in the list and click on it.

Enter your access token

Paste your Intercom access token into the Access Token field and click Connect.

Pipeworks encrypts your credentials with AES-256-GCM before storing them. The plaintext is never saved to disk and is only decrypted when your integration container starts.

Start the integration

Click Start to launch the Intercom integration container. This takes a few seconds. Once the status shows Running, your agent is ready to work with Intercom.

Test the connection

Use the Test button in your Pipeworks console to verify the connection. This sends a simple request to confirm your access token is working and has the right permissions.

What Your Agent Can Do

Once connected, your AI agent has access to 29 tools for managing your Intercom workspace:

Contact management — List, search, create, and update contacts with full support for custom attributes
Conversation handling — Read conversation threads, reply to customers, add internal notes, and manage conversation state
Conversation workflow — Assign conversations to teammates, snooze for follow-up, open, and close with optional messages
Company tracking — List and view company details including plan, spend, and user count
Tagging — Create tags, apply them to contacts and conversations, and remove them when no longer needed
Segments — View dynamic contact segments and their membership counts
Team visibility — List admins and teammates to find the right person for assignments
Data attributes — View custom fields defined for contacts, companies, and conversations
Contact lifecycle — Archive contacts for reversible removal or permanently delete when needed

Connecting from Your AI Agent

Add the Pipeworks tools endpoint to your agent's configuration. Here's an example for Claude Desktop:

json

{'{'}
  "mcpServers": {'{'}
    "pipeworks-intercom": {'{'}
      "command": "npx",
      "args": ["-y", "mcp-remote", "https://app.pipeworks.ai/tools/intercom"]
    {'}'}
  {'}'}
{'}'}

Claude Desktop will prompt you to sign in through Pipeworks when you first connect. No access key needed.

Troubleshooting

Connection test fails? Double-check that you copied the full access token from your Intercom Developer Hub app's Authentication page.

Getting "Unauthorized" errors? Verify that your Intercom app has the necessary permissions enabled. Some endpoints require specific scopes to be granted in the Developer Hub.

Agent can't find tools? Verify your Pipeworks session is authenticated and that the integration status shows "Running" in your Pipeworks console.

Conversations not showing? Make sure the access token belongs to an app installed on the correct Intercom workspace. If you have multiple workspaces, confirm you selected the right one when creating the app.

Connect Intercom to Pipeworks

Prerequisites