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Introduction

IrisAgent AI can answer customer queries right within your Intercom chatbot seamlessly. This guide will help you connect IrisAgent with your Intercom account.

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Setup

  1. Navigate to the Chat setup page in your IrisAgent dashboard.
  2. Click the Connect button on the Intercom integration card.
  3. Follow the authorization prompts to grant IrisAgent access to your Intercom account. IrisAgent Intercom configuration page
Once connected, IrisAgent will automatically handle incoming conversations and respond to customer queries in your Intercom chatbot.

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Configuration

After connecting, click the gear icon (⚙) on the Intercom integration card to open the configuration dialog. Intercom Chat Configuration dialog

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Enable Chat Automation

Toggle this on to activate the AI assistant on your Intercom chatbot. When disabled, IrisAgent will not respond to incoming conversations.

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Chatbot User ID

Set the User ID for the chatbot. This determines which Intercom user the AI assistant responds as, allowing you to select a dedicated technical user for bot replies.

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Bot Behavior

Control when and how the AI assistant responds to messages.
  • Hand-off Trigger — Choose the condition that causes the AI assistant to stop responding automatically, allowing your human agents to take over. For example, “When an agent sends a message”.
  • Escalation Routing — When enabled, conversations are automatically routed to a specific teammate or team when customers request human support.

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Chat Filter

When enabled, allows you to filter which conversations the AI assistant responds to. Click Save to apply your changes.