Introduction

Intercom is a powerful platform that enables live chat support, allowing businesses to communicate directly with their audience across various channels.

This guide walks you through the process of integrating Intercom with your UChat workspace, enabling a smooth, automated, and unified live chat experience.

By following these steps, you can leverage the strengths of both platforms to deliver prompt assistance, automate workflows, and maintain a consistent communication channel.

Step-by-Step Integration Process

1. Accessing the UChat Workspace Overview

Begin by navigating to your UChat workspace overview. This is the central hub where all integrations and settings are managed.

• Locate the 'Integrations' menu on the left-hand side of the dashboard.

• Search for 'Intercom' in the integrations search bar.

• Once found, click on the 'Connect Intercom Account' button.

2. Authorizing the Connection

A new window will prompt you to authorize the connection between UChat and Intercom.

• You will see a request for access from UChat (or your platform of choice).

• Review the permissions being requested, which typically include access to your chat data and user information.

• To proceed, click the green 'Authorize Access' button at the bottom of the window.

Tip: Ensure you are logged into the correct Intercom account before authorizing to avoid connection issues.

3. Confirming Successful Integration

Once authorized:

• Your UChat workspace overview will display your connected Intercom account.

• You can now use Intercom as your live chat agent within UChat.

4. Configuring Live Chat in Chatbots

To enable live chat support within your chatbots:

• Navigate to any chatbot within your UChat workspace.

• From the left menu, select 'Settings'.

• Go to 'Live Chat Integration'.

• Choose Intercom from the available options.

• Click 'Save' to apply the settings.

5. Creating a Support Flow with Intercom

The core of this integration involves creating a flow that hands over conversations to a live agent via Intercom.

• Design your chatbot flow as usual.

• At the desired point, add a 'Pause' or 'Automation' action.

• Select 'Intercom' as the handover method.

• Configure the timeout duration (e.g., 90 minutes) to specify how long the bot waits before transferring to a human agent.

Tip: Adjust the timeout based on your support team's capacity and typical customer needs.

6. Publishing and Previewing the Flow

• Once your flow is configured, publish it.

• Use the preview feature to test the flow within your UChat dashboard.

• Confirm that the initial message appears as intended, prompting users to describe their issue in detail.

7. Handling User Messages and Handover to Intercom

When a user interacts:

• Their message is displayed in the chatbot.

• If the user requests human support or the timeout expires, the conversation is automatically handed over to Intercom.

• The user sees the message "Please describe your question as detailed as possible..." to encourage detailed inquiries.

8. Managing Conversations in Intercom

Once handed over:

• Support agents respond directly through Intercom.

• The conversation syncs in real-time with UChat, maintaining message history.

• Agents can reply to the user, and the chat continues seamlessly across channels.

Example:
User: "I need help accessing my account."
Agent responds via Intercom, and the message appears in UChat's dashboard.

9. Resuming Chatbot Control

To return control to the chatbot:

• Close the conversation in Intercom.

• The chatbot resumes automation, ready to handle subsequent interactions.

• This two-way handover ensures continuous support without manual intervention.

10. Supporting Multiple Channels

The integration isn't limited to a single channel:

• It works across all supported channels within your omnichannel setup.

• Whether users contact via Messenger, email, or other platforms, conversations are unified.

• Support agents can manage all interactions from a single interface.

Summary Table: Key Steps for Intercom Integration

Unlocking the Power of Unified Support

Integrating Intercom with your UChat workspace transforms your customer support into a dynamic, efficient, and unified system. This setup allows:

• Real-time human support when needed, reducing customer frustration.

• Automation to handle routine inquiries, freeing up support agents.

• Consistent messaging across multiple channels, ensuring a seamless experience.

• Scalability as your subscriber base grows, without sacrificing quality.

By following this comprehensive guide, you can enhance your support infrastructure, improve response times, and foster stronger relationships with your audience. The integration not only streamlines operations but also elevates your brand's reputation for attentive, responsive service.