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Set Up Intercom

Intercom is usually the fastest channel to launch first. A solid setup means tickets arrive reliably and escalation behavior stays predictable.

Before You Start

Make sure you have:

  1. Access to Overview -> Channels -> Intercom.
  2. Basic knowledge and policy content loaded.
  3. At least one escalation path for sensitive cases.

Setup Steps

  1. Connect Intercom in Overview -> Channels -> Intercom. Intercom Tab
  2. Copy the webhook URL from Jardine. Intercom Connected
  3. Add that webhook in Intercom.
  4. Subscribe the required conversation events. Intercom Events
  5. Send test conversations: routine, unclear, and sensitive.
  6. Confirm threads appear in Conversations.

Conversations

Required events:

  1. conversation.user.created
  2. conversation.user.replied
  3. conversation.admin.replied
  4. conversation.admin.noted
  5. conversation.admin.opened
  6. conversation.admin.closed

How To Know It Is Working

You are in a good state when routine tickets are handled well, sensitive cases escalate, and ownership transitions are clear.

If Something Is Off

Connected but no conversations arrive

Check webhook URL and event subscriptions first.

Conversations arrive but too many escalations happen

Check knowledge quality and routing rules before changing send settings.

Ownership feels stuck

Check owner state and handoff rules in conversation details.

Next Step

Continue with Routing Overview.