--- title: "Intercom helpdesk extension" slug: "intercom-integration" description: "Intercom is a conversational and messenger-based business solution provider.It is a SaaS product that enables effective customer communication using chatbots, live messaging, etc." tags: ["Integrations"] updated: 2026-05-26T11:22:27Z published: 2026-05-26T11:22:27Z --- > ## 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 helpdesk extension **Intercom** is a conversational and messenger-based business solution provider. It is a SaaS product that enables effective customer communication using chatbots, live messaging, etc. You can use **Intercom** with Document360 to provide real-time support for your website users by searching and sharing articles (link or article content) from your Document360 Knowledge base within the **Intercom** chat box. **Prerequisites:**To enable the **Intercom** messenger integration in Document360, you will need an **Intercom** account and the **Intercom** workspace ID associated with that account. > [!NOTE] > ** NOTE > > This article explains how to connect your Document360 knowledge base with Intercom so that your support agents can search, preview, and share articles directly within the Intercom Inbox. This integration is intended for agent-side productivity and complements the chatbot integration described in the [**Intercom chat integration**](/help/docs/intercom) article. --- ## Basic setup guide To integrate **Intercom** with your Knowledge base portal, follow the below steps: 1. Navigate to ****Connections**** (**) > **Extensions** in the left navigation bar****in the Knowledge base portal. You can find the **Intercom** under the Helpdesk section. 2. Click **Connect** on the tile to generate an API token. ![Document360 extensions page showing various integrations with highlighted Intercom option.](https://cdn.document360.io/860f9f88-412e-4570-8222-d5bf2f4b7dd1/Images/Documentation/Intercom%20integration.png) 3. You are redirected to the **Intercom** page. If you are not logged in, then the **Intercom** **sign-in** page will appear. 4. On the authorization page, click **Authorize access**. ![image](https://cdn.document360.io/860f9f88-412e-4570-8222-d5bf2f4b7dd1/Images/Documentation/14_Screenshot-Extension_Intercom_Installing_the_app_Authorization_popup.png) 1. You will be redirected to the **Extensions** page on Document360. 2. Click the Edit (**) icon in the **Intercom** tile. 3. Choose the workspace and language from the dropdown. The selected workspace and language will be added to the Document360 app on **Intercom**. If you wish to remove the **Intercom** integration from your Document360 portal, follow these steps: 1. On the **Intercom** page, click **Settings (**)**from the left navigation sidebar. 2. Click open the **Integrations** dropdown and select **App Store**. 3. Under the **Manage**section, click **Your installed apps**. You can find the Document360 app. 4. Click on the Document360 app tile and scroll down to find the **Uninstall** button. 5. Click **Uninstall** and the **Intercom** integration will be removed and no longer available in your Document360 portal. --- ## Search for and share articles in chat response When a customer or website user tries to initiate the chat support conversation by clicking on the **Intercom** messenger (**) icon on your web page, you will get a notification on the **Intercom** workspace. Your support agent or you can respond to the conversations from the **Intercom** workspace. You can also search and share an article with the user on the **Intercom** platform. Follow the below steps in that instance: 1. Click the Document360 icon, and a small search panel appears. 2. Type the keyword or question in the search bar and press Enter. 3. The top three relevant articles from your knowledge base are listed. ![image](https://cdn.document360.io/860f9f88-412e-4570-8222-d5bf2f4b7dd1/Images/Documentation/image-1732005752060.png) 1. If there are more relevant articles, click on the **see more** option. 2. Click on the intended article, and it will be inserted in your chat panel as an assistant or a sharded article. This action enables you to quickly share the article with the customer within the ongoing chat conversation. 3. Click either the **Send** or **Send and Close** button. The customer receives the article assistant or the shared article in the chat. 4. The article will open in a separate tab when the customer clicks on the assistant. With this, you can respond by either sharing an article from the Knowledge base or sending an article search app assistant, allowing customers to search for articles themselves. > [!NOTE] > ** NOTE > > When an article link is clicked in the **Intercom** chat, it opens within the chat box. ## Article search app assistant ![image](https://cdn.document360.io/860f9f88-412e-4570-8222-d5bf2f4b7dd1/Images/Documentation/image-1732006699477.png) Apart from searching and sharing an article with the users, you or your agent might also need to add an article from the **Intercom** workspace to your knowledge base. Follow the steps below to create an **Intercom** article that reflects on your Document360 portal. 1. Click on the Document360 icon available in the chat response options in line with the **Send**button. 2. A small Document360 app assistant opens, where you can find the **Create an article** option with the following fields, - Article title - give a suitable title for the article - Article body - give a suitable body content for the article - Category - choose a suitable category from the dropdown 1. Fill in the required fields. 2. Click **Create article**. ![image](https://cdn.document360.io/860f9f88-412e-4570-8222-d5bf2f4b7dd1/Images/Documentation/001_Screenshotnew_Intercom_Extension.png) Application Programming Interface - A set of defined rules and protocols that allows one software application to communicate with and request functionality from another. APIs are the backbone of modern integrations. When Document360 connects to Slack, Intercom, or Google Analytics, it does so through their APIs. Document360 also provides its own REST API, enabling teams to programmatically manage articles, categories, and reader accounts from external systems. ## Related - [Freshdesk](/freshdesk.md)