Connecting Intercom to Inquiru

Overview

The Intercom integration connects Inquiru to your Intercom inbox. Customer messages sent to your Intercom workspace are picked up via a webhook, processed by your AI agent, and replies are posted back into the Intercom conversation — visible to the customer in real time.

Inquiru can also assign conversations to admins or teams, apply tags, add internal notes, and close or snooze conversations using the Intercom Skills you configure on the Skills page.

Step 1 — Create an Intercom app and get an access token

Create a private app in the Intercom Developer Hub

Go to developers.intercom.com, sign in, and open Your Apps. Click New app, give it a name (e.g. Inquiru AI), and select your workspace. Choose Internal integration (not public) — this is the simplest option and doesn't require an App Store review.

Copy the access token

Inside your new app, go to Authentication. You'll see an Access Token at the top of the page. Copy it — this is what Inquiru uses to post replies and manage conversations on your behalf.

Required OAuth scopes

Private apps in Intercom use a single access token with all permissions for the workspace. No additional scope selection is needed. If your workspace requires OAuth-based access (uncommon for internal integrations), ensure the app is granted at least: Read conversations, Write conversations, Read admins, and Read/write tags.

Step 2 — Connect Intercom in Inquiru

Create the integration

Go to Integrations → Connect and select Intercom. Paste the access token from Step 1, assign your Inquiru AI agent, and save. You can leave the Webhook Secret field blank for now — you will fill it in after the next step.

Copy your webhook URL

After saving, expand the Intercom integration card. A Webhook setup panel shows your unique webhook URL: https://api.inquiru.com/webhooks/intercom/<id>. Copy this URL — you'll paste it into Intercom in the next step.

Test the connection

Click Test on the integration card to confirm Inquiru can authenticate with Intercom using the access token before proceeding.

Step 3 — Create a webhook in Intercom

Open webhook settings in the Developer Hub

Inside your Intercom app in the Developer Hub, go to the Webhooks section in the left nav and click Add webhook endpoint (or Create webhook — wording varies by Intercom version).

Configure the endpoint

Set the Endpoint URL to the webhook URL you copied from Inquiru. Then subscribe to these two topics:

• conversation.user.created — fires when a customer starts a new conversation
• conversation.user.replied — fires when a customer replies to an existing conversation

No other topics are needed. Save.

(Recommended) Enable signature verification

After saving the webhook, Intercom shows a Client secret (sometimes labelled Signing secret). Copy it. Back in Inquiru, edit the integration and paste it into the Webhook Secret field, then save. Inquiru will now verify the HMAC-SHA1 signature on every incoming webhook request and reject anything not sent by Intercom.

Why only these two topics?

Inquiru only needs to know when a customer sends a message. Admin replies, assignments, and status changes are actions Inquiru takes itself and does not need to react to. Subscribing to unnecessary topics is noisy and adds delivery overhead.

Step 4 — Verify the integration

Send a test message

Open your Intercom Messenger and send a message as a customer. Within a few seconds, the AI agent should reply. The conversation will also appear in Inquiru under Conversations (channel: Intercom).

Check webhook delivery

In the Intercom Developer Hub, open your app's Webhooks section and click your endpoint to see the delivery log. Successful deliveries show an HTTP 200. If you see failures, confirm the access token is saved correctly and the webhook URL matches exactly.

Echo detection

Inquiru automatically prevents infinite loops: when it posts a reply, it caches the reply body for 10 minutes. If Intercom delivers a webhook for that same content, Inquiru detects it and skips processing. No configuration needed.

Step 5 — Human handover detection

How Inquiru detects a human takeover

Before processing each incoming customer message, Inquiru checks whether the conversation is assigned to a human admin (an admin other than the bot's own account). If a human has taken over, Inquiru marks the conversation as Escalated and stops responding.

Resuming AI responses

Once a conversation is marked Escalated, Inquiru stops responding even if the human agent goes offline. To resume AI responses, re-assign the conversation back to the AI's Intercom account (or unassign it), and the next customer message will trigger the AI again. Alternatively, reset the status from Inquiru's Conversations page.

Intercom report

Go to Reports → Intercom to see how many conversations were resolved by the AI vs escalated to a human, with a daily breakdown chart and an overall resolution split donut over your selected date range.