Intercom chat integration

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  • Published on Jul 7, 2025
  • 2 minute(s) read
  • Janeera D A
  • Pradeep Srinivasan
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Plans supporting this feature: Business Enterprise

Intercom is a customer messaging platform that supports live chat, bots, and user engagement. By integrating Intercom with Document360, you can streamline how your support team shares knowledge base content during live conversations and enable users to self-serve by accessing relevant articles from the Intercom messenger.

NOTE

This setup focuses on chatbot-based interaction with end-users, not agent-side features. If you also want your support agents to search and share Document360 articles inside Intercom Inbox, refer to the Intercom helpdesk extension article.

Key features of the Intercom chat integration

  • Messenger integration

    Allow users to search and view help articles from Document360 directly in the Intercom Messenger on your website.

  • Agent sidebar access

    Support agents can search, preview, and share Document360 articles while responding to conversations in the Intercom Inbox.

  • Article creation from chat

    Agents can create new Document360 articles without leaving Intercom, making documentation updates seamless and contextual.

  • Conversation context

    Improve support quality by leveraging Intercom’s user data, behavior tracking, and custom events to provide more relevant responses.

Watch: How to integrate Document360 with the Intercom chatbot

Integrating Document360 and Intercom

To integrate Intercom with Document360,

  1. Navigate to Settings () in the left navigation bar of your Knowledge base portal.

  2. In the left navigation pane, navigate to Knowledge base site > Integrations.

  3. Select Intercom from the list of integrations and click Add. The Add new integration panel appears.

  4. Enter a Description and paste your Intercom ID in the provided field.

  5. (Optional) Configure Code inclusion/exclusion conditions based on IP address, Workspace, or Language.

  6. Click Add to complete the integration setup.

Obtaining the Intercom ID

To retrieve your Intercom Workspace ID (App ID),

  1. Sign in to your Intercom workspace.

  2. Click the Settings icon in the left navigation menu.

  3. Navigate to Channels > Messenger, then click the Install tab at the top.

  4. In the Install the messenger on your site or app section, click the Install for web tile if it’s not already selected.

  5. Under Choose how to install the messenger, select the Code snippet option.

  6. In the Configure your code snippet section, select the Basic JavaScript tab.

  7. In the code snippet shown below, locate the value for app_id.

  8. Copy the app_id value. This is your Intercom ID, which you'll need to enter during the integration setup in Document360.

PRO TIP

You can also find your Intercom ID directly from the URL when you're logged into your Intercom dashboard:

For example: https://app.intercom.com/a/apps/abc123/getting-started

In this URL, the part after /apps/ and before /getting-started (in this case, abc123) is your Intercom Workspace ID (App ID).

You can copy this ID and paste it into the Intercom ID field in Document360 when setting up the integration.

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