Intercom Integration

Connect Intercom to automatically analyze customer support conversations for product insights using AI.

What Gets Synced

When you connect Intercom to Deck, we sync:

• Conversations - Customer support conversations with full message history
• Contacts - Customer contact information for linking insights to accounts
• Tags - Conversation tags for better categorization

Setting Up the Integration

1. Navigate to Settings → Integrations
2. Find Intercom in the available integrations
3. Click Connect and authorize Deck to access your Intercom workspace
4. Configure your sync settings:
   • Sync Frequency - Choose how often to sync (hourly, daily, weekly)
   • Auto-sync - Enable automatic background syncing
   • Contact Sync - Choose whether to import customer contact profiles (see below)

How It Works

Once connected, Deck automatically:

1. Retrieves conversations from your Intercom workspace based on your sync schedule
2. Filters for relevance - Uses AI to identify conversations with actionable product feedback
3. Analyzes messages - Extracts customer pain points, feature requests, and issues
4. Links to contacts - Associates insights with customer profiles
5. Generates insights - AI synthesis pipeline creates structured insights with:
   • Customer quotes (verbatim from conversations)
   • Identified themes
   • Confidence scores
   • Quality assessments

Automated Sync

Your Intercom conversations sync automatically based on your settings:

• Hourly - Syncs new conversations every hour
• Daily - Syncs once per day
• Weekly - Syncs once per week

You can also manually trigger a sync at any time from the integration settings page.

First-Time Sync

When you first connect Intercom, Deck performs a comprehensive initial sync:

• Automatically fetches the last 90 days of conversation history
• Processes conversations in batches to respect API rate limits
• Syncs incrementally - future syncs only fetch new or updated conversations
• Rate-limited - Batches are processed with delays to prevent API throttling
• Real-time status - A syncing banner appears on the integration page showing progress while conversations are being imported

The sync starts immediately after you connect your account (no waiting for scheduled syncs), and you'll see a "Syncing conversations..." banner with a loading indicator while the import is in progress. This ensures you have historical context from recent conversations without overwhelming your Intercom API limits.

Viewing Imported Conversations

See all imported conversations in Settings → Integrations → Intercom:

• View conversation count and sync status
• See when conversations were last synced
• Monitor processing status for each conversation

AI Synthesis Pipeline

Each conversation goes through a 4-stage AI synthesis pipeline:

1. Relevance Classification - Filters out non-actionable conversations (greetings, simple questions) and generates a concise, descriptive title for each conversation
2. Ticket Analysis - Understands customer context, frustration levels, and key moments
3. Insight Synthesis - Extracts insights, quotes, and themes using Claude Sonnet
4. Quality Review - Validates quotes, assigns confidence scores, filters low-quality insights

Only high-quality insights with verified customer quotes are surfaced in your Deck workspace.

Automatic Conversation Titles

When Intercom sends a conversation with a generic title like "New conversation" or no subject at all, Deck automatically generates a descriptive title during AI processing — for example, "Export feature broken after latest update" or "Unable to find integrations in navigation". This makes it easier to identify conversations at a glance in your Deck workspace.

Use Cases

• Support pattern analysis - Identify recurring issues across conversations
• Feature request tracking - Surface feature requests from customer messages
• Bug detection - Identify bugs mentioned in support conversations
• Customer sentiment - Understand frustration levels and satisfaction
• Product gaps - Discover where customers struggle with your product
• CRM linking - Connect insights to customer accounts in your CRM

Contact Sync

Deck can automatically import customer contact profiles from your Intercom conversations and link them to insights. This makes it easy to see which customers are behind specific feedback.

To enable contact sync:

1. Go to Settings → Integrations → Intercom
2. Find the Contact Sync card
3. Toggle Sync Contacts on

When enabled, Deck fetches full contact details from Intercom for each conversation it processes — name, email, phone, and company — and stores them in your Deck contacts.

Plan requirement: Contact syncing requires the Starter plan or above. If you're on the free plan, the toggle is disabled. You can upgrade in Settings → Billing.

When contact sync is off, Deck still processes and analyzes conversations for insights — it just won't import or link contact profiles.

Managing the Integration

Manage your Intercom integration in Settings → Integrations → Intercom:

• View imported conversations
• Adjust sync frequency and settings
• Enable or disable contact sync
• Monitor sync job status
• Disconnect the integration

Privacy and Security

Deck uses Intercom's secure OAuth for authentication. We only access conversations you authorize and process them solely for insight generation. Customer data is encrypted in transit and at rest.

Email Redaction

When viewing imported conversations in Deck, customer email addresses are automatically redacted for privacy. Only the first character and the domain are shown — for example, john@example.com appears as j***@example.com. This applies to both message authors and conversation requesters displayed in the conversation thread view.