> For the complete documentation index, see [llms.txt](https://alhena.gitbook.io/docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://alhena.gitbook.io/docs/integrations/helpdesk/integrating-alhena-with-intercom.md).

# Intercom

Connect your Intercom workspace to Alhena so conversations are created in Intercom when Alhena AI hands off to a human agent.

## Prerequisites

* An Intercom account with admin access to your workspace
* An Alhena account with admin access

{% hint style="info" %}
Only one help desk integration can be active at a time. Connecting Intercom will disable any other help desk integration you currently have enabled.
{% endhint %}

## Setup

### Step 1: Connect Intercom in Alhena

1. In Alhena, go to **Settings** > **Integrations**
2. In the **Help Desk** integrations section, find **Intercom**
3. Toggle the Intercom card **ON** to start the connection

You'll be redirected to Intercom to authorize the connection.

### Step 2: Authorize in Intercom

1. Sign in to Intercom if prompted
2. Review the requested permissions and click **Authorize access**
3. Intercom redirects you back to Alhena's **Intercom Integration Settings** page

Once authorized, Alhena stores the connection and the integration shows a green **Connected** badge.

### Step 3: Configure Integration Settings

On the **Intercom Integration Settings** page, configure how Alhena handles conversations:

#### Human Transfer Team

Select the Intercom **Team** that conversations are assigned to when they're transferred from AI to a human agent.

1. Open the **Human Transfer Team** dropdown and **Select a Team**
2. The selection is saved automatically (you'll see an *Intercom team updated* confirmation)

{% hint style="info" %}
If no team is selected, Alhena will unassign the conversation instead of transferring it to a human. Use the **Create an Intercom Team** link if you need to set one up in Intercom first.
{% endhint %}

#### AI Agent (Intercom Admin)

Select the Intercom teammate that AI replies are posted as.

1. Open the **AI Agent (Intercom Admin)** dropdown and **Select an admin**
2. The selection is saved automatically (*Intercom AI agent updated*)

#### Intercom AI Response Options

Choose how Alhena handles Intercom conversations:

* **Alhena Chat Widget** — Toggle this ON to allow web chat users to create Intercom conversations on handoff.

Each option saves automatically when changed.

## Verify Your Setup

After completing setup:

1. The Intercom integration should show as **Connected** in Alhena
2. Test a human handoff:
   * Open your Alhena chat widget or playground
   * Send a message like "Talk to a human"
   * The conversation should appear in Intercom, assigned to your selected Human Transfer Team
3. Confirm that AI replies in Intercom are posted as the AI Agent (Intercom Admin) you selected

## Managing the Integration

* To change settings later, return to **Settings** > **Integrations** > **Intercom** and click **Configure settings**.
* To disconnect, click **Disconnect** on the settings page (or toggle the Intercom card OFF). All settings will be lost and you'll need to set up the integration again to reuse it.

## Need Help?

If you encounter any issues during setup, please [contact support](/docs/troubleshooting/troubleshooting.md#contact-support).