---
title: "Intercom chat integration"
slug: "intercom-chat-integration"
description: "Integrate Intercom with Document360 to enhance customer support with live chat, bots, and seamless access to knowledge base articles."
updated: 2026-01-31T17:30:01Z
published: 2026-01-31T17:30:01Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.document360.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Intercom chat integration

**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]
> ** 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**](/help/docs/intercom-integration) 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.

---

## Integrating Document360 and Intercom

To integrate Intercom with Document360,

1. Navigate to ****Connections**** (**) > **Integrations** in the left navigation bar****in the Knowledge base portal.
2. Select **Intercom** from the list of integrations and click **Add**. The ****Add new integration**** panel appears.
3. Enter a **Description** and paste your **Intercom ID** in the provided field.
4. (Optional) Configure **Code inclusion/exclusion conditions** based on IP address, Workspace, or Language.
5. Click **Add** to complete the integration setup.

![](https://cdn.document360.io/860f9f88-412e-4570-8222-d5bf2f4b7dd1/Images/Documentation/Intercom%20chat%20integration.gif.gif)

---

## 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.

[Embedded content](https://www.floik.com/embed/6c8153d2-2726-4c62-b723-2bd209ff8c39/d56e5024-3c1f-4dbc-bd83-cd27f0e95be4-flo.html)

> [!TIP]
> ** 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.