Intercom

133 tools available

Intercom provides live chat, messaging, and customer engagement tools, enabling businesses to drive conversions, handle support, and personalize communication at scale

customer support crm

Connect Intercom Visit Intercom ↗

Connect Intercom to Definable to auto-resolve FAQs with citations, escalate with full context, cluster recurring themes. Personas call Intercom's 133 tools directly from chat or scheduled flows. Run a support persona on top — the agent resolves what it can, escalates the rest with a clean briefing.

Common workflows with Intercom

Auto-resolve FAQs

New ticket arrives
Agent matches against knowledge base
Sends draft response or auto-resolves with citation

Smart escalation

Detect stuck or angry tickets
Pull full customer history
Hand off with a one-paragraph briefing

Weekly themes

Cluster last 7 days of tickets
Summarise emerging themes
Post to product Slack

Intercom actions 133

Every Intercom action below is a callable tool any Definable persona can invoke.

Add subscription to a contact

You can add a specific subscription to a contact. In Intercom, we have two different subscription types based on user consent - opt-out and opt-in: 1.Attaching a contact to an opt-out subscription type will opt that user out from receiving messages related to that subscription type. 2.Attaching a contact to an opt-in subscription type will opt that user in to receiving messages related to that subscription type. This will return a subscription type model for the subscription type that was added to the contact.

Add tag to contact

Tool to add a tag to a contact in Intercom. Use when you need to attach or add a specific tag to a contact for categorization or tracking purposes.

Archive contact

Tool to archive a single contact in Intercom. Use when you need to archive a contact by their ID.

Assign conversation

Assigns a conversation to a specific admin or team in Intercom. Mutates live conversation state; confirm intent before bulk-assigning multiple conversations.

Attach contact to company

Tool to attach a contact to a company in Intercom. Use when you need to associate a contact with a company.

Attach contact to conversation

Tool to attach a contact participant to a conversation on behalf of admin or contact. Use when you need to add a new participant to an existing conversation.

Attach tag to conversation

Tool to add a tag to a specific conversation in Intercom. Use when you need to attach or tag a conversation.

Attach tag to ticket

Tool to add a tag to a ticket in Intercom. Use when you need to attach or add a specific tag to a ticket for categorization or tracking purposes.

Block contact

Tool to block a single contact in Intercom. Use when you need to block a contact, which will also archive their conversations.

Cancel data export

Tool to cancel an active content data export job. Use when you need to terminate an ongoing export and update its status to 'canceled'.

Close conversation

Closes a conversation in Intercom, marking it as resolved. Requires explicit user confirmation before calling; closing is irreversible without a separate reopen action. Send any reply via INTERCOM_REPLY_TO_CONVERSATION before calling this tool — parallel execution on the same conversation causes conflicts.

Create a collection

You can create a new collection by making a POST request to `https://api.intercom.io/help_center/collections.`

Create an article

You can create a new article by making a POST request to `https://api.intercom.io/articles`.

Create a note

You can add a note to a single contact.

Create contact

Tool to create a new contact in Intercom workspace. Use when you need to add a user or lead to Intercom. At least one identifier (email, external_id, or role) must be provided.

Create content import source

Tool to create a new content import source for the Fin Content Library. Use when you need to create a container for External Pages to be ingested into Intercom's AI content system.

Create conversation

Creates a new conversation in Intercom. Requires exactly one of from_user_id or from_contact_id — both are schema-optional but at least one must be provided.

Create data attribute

Tool to create a custom data attribute for contacts or companies. Use when you need to define a new attribute to track additional information beyond standard fields.

Create data event

Tool to submit a data event to Intercom to track user activities. Use when you need to notify Intercom of user actions and changes. Events are detected as duplicates using workspace ID, contact identifier, event name, and timestamp.

Create data export

Tool to initiate an async data export job for message content. Use when you need to export messages created within a specific timeframe. Only one active job per workspace is allowed; exceeding this limit triggers a 429 error. Jobs expire two days after completion.

Create external page

Tool to create an external page in Fin Content Library or update an existing page by external ID. Use when you need to ingest new content or update existing content for AI-generated answers. Supports upsert behavior: if a page with the same source_id and external_id exists, it will be updated instead of creating a new one.

Create help center section

Tool to create a new help center section within a collection. Use when you need to add a new section to organize articles in the help center hierarchy (Help Center → Collections → Sections → Articles). Supports multilingual content via translated_content parameter.

Create internal article

Tool to create a new internal article for team knowledge sharing. Use when you need to add new internal documentation or knowledge base articles for team members.

Create or update a company

You can create or update a company. Companies will be only visible in Intercom when there is at least one associated user. Companies are looked up via `company_id` in a `POST` request, if not found via `company_id`, the new company will be created, if found, that company will be updated. {% admonition type="attention" name="Using `company_id`" %} You can set a unique `company_id` value when creating a company. However, it is not possible to update `company_id`. Be sure to set a unique value once upon creation of the company. {% /admonition %}

Create or update tag

Tool to create or update a tag, and optionally tag/untag companies or tag contacts. Use when you need to create a new tag, update an existing tag, or apply/remove tags to/from companies or users.

Create ticket

Tool to create a ticket in Intercom to track customer requests and issues. Use when you need to create a new support ticket with specified type, contacts, and attributes.

Create a ticket type

Tool to create a new ticket type that defines the data structure for tracking customer requests. Use when you need to establish a new category of tickets with specific fields and states.

Create ticket type attribute

Tool to create a new attribute for a ticket type in Intercom. Use when you need to add custom attributes to ticket types for data collection.

Create event summaries

Tool to create event summaries for a user to track event occurrences. Use when you need to bulk update event counts for a user.

Delete a collection

You can delete a single collection by making a DELETE request to `https://api.intercom.io/collections/<id>`.

Delete a company

You can delete a single company.

Delete an article

You can delete a single article by making a DELETE request to `https://api.intercom.io/articles/<id>`.

Delete a tag

Tool to delete a tag from Intercom workspace. Use when you need to permanently remove a tag that is no longer needed.

Delete a visitor

Tool to delete a visitor from the Intercom workspace. Use when you need to permanently remove a visitor record.

Delete a contact

Tool to delete a contact from the Intercom workspace. Use when you need to permanently remove a contact record.

Delete content import source

Tool to delete a content import source and all its external pages. Use when you need to remove a content import source from Intercom. This operation is permanent and cannot be undone.

Delete external page

Tool to delete an external page from content library and AI answers. Use when you need to remove an external page from Intercom's AI knowledge base.

Delete internal article

Tool to delete a single internal article by ID. Use when you need to permanently remove an internal article from Intercom.

Delete ticket

Tool to delete a ticket from the Intercom system. Use when you need to permanently remove a ticket.

Detach a contact from tag

Tool to remove a tag from a specific contact in Intercom. Use when you need to detach or untag a contact.

Detach contact from company

Tool to detach a contact from a company in Intercom. Use when you need to remove a company association from a contact.

Detach tag from conversation

Tool to remove a tag from a specific conversation in Intercom. Use when you need to detach or untag a conversation.

Detach tag from ticket

Tool to remove a tag from a ticket in Intercom. Use when you need to detach or remove a specific tag from a ticket.

Download data export

Tool to download content data export from Intercom. Use when you need to retrieve exported message data from a completed data export job. The data is returned as a gzipped CSV file stream.

Enqueue create ticket

Tool to enqueue ticket creation for asynchronous processing. Use when you need to create a ticket in Intercom. The system attempts validation on inputs before tasks are enqueued.

Find a tag

Tool to retrieve details for a specific tag by its ID. Use when you need to get information about a particular tag in the workspace.

Get a contact

You can fetch the details of a single contact.

Get content import source

Tool to retrieve a content import source by its ID. Use when you need to fetch details about a specific content import source from Intercom's AI features.

Get conversation

Retrieves a specific conversation by ID with all messages and details. Key response caveats: `conversation_parts` are paginated — walk all cursors for complete transcripts. Fields `title`, `subject`, `source.body`, `conversation_parts.body`, `statistics`, and some contact properties can be null. System/workflow events appear in `conversation_parts` with null `body` or `author`; `first_admin_reply_at` may be null despite actual replies — use `last_admin_reply_at` for SLA calculations. Attachment URLs in `conversation_parts` are short-lived — download promptly. The `state` field and `open` boolean can diverge — re-fetch to verify state before assign/reply/close actions. Timestamps are Unix epoch seconds UTC. Use this tool (not INTERCOM_SEARCH_CONVERSATIONS) when full message context is required.

Get entity counts

Tool to retrieve summary counts for Intercom app entities including companies, users, leads, tags, segments, and conversations. Use when you need to get statistics about the total number of entities in the workspace or conversation counts.

Get custom object instance by external ID

Tool to retrieve a custom object instance by its external_id. Use when you need to fetch a specific custom object instance from Intercom using an identifier from your external system rather than Intercom's internal ID.

Get external page

Tool to retrieve an external page from Fin Content Library by ID. Use when you need to fetch details of a specific external page including its content, metadata, and AI availability settings.

Get ticket

Tool to retrieve a ticket from Intercom. Use when you need to fetch comprehensive details about a specific ticket including state, type, attributes, and contacts.

Get a ticket type

Tool to retrieve details for a specific ticket type by its ID. Use when you need to get complete information about a ticket type including its attributes and states.

Identify an admin

You can view the currently authorised admin along with the embedded app object (a "workspace" in legacy terminology). > 🚧 Single Sign On > > If you are building a custom "Log in with Intercom" flow for your site, and you call the `/me` endpoint to identify the logged-in user, you should not accept any sign-ins from users with unverified email addresses as it poses a potential impersonation security risk.

Retrieve job status

Tool to retrieve the status of job execution. Use when checking progress and outcome of asynchronous operations like data imports or exports.

List all activity logs

You can get a log of activities by all admins in an app.

List all admins

You can fetch a list of admins for a given workspace.

List all articles

You can fetch a list of all articles by making a GET request to `https://api.intercom.io/articles`. > 📘 How are the articles sorted and ordered? > > Articles will be returned in descending order on the `updated_at` attribute. This means if you need to iterate through results then we'll show the most recently updated articles first.

List all collections

You can fetch a list of all collections by making a GET request to `https://api.intercom.io/help_center/collections`. Collections will be returned in descending order on the `updated_at` attribute. This means if you need to iterate through results then we'll show the most recently updated collections first.

List all companies

You can list companies. The company list is sorted by the `last_request_at` field and by default is ordered descending, most recently requested first. Note that the API does not include companies who have no associated users in list responses. When using the Companies endpoint and the pages object to iterate through the returned companies, there is a limit of 10,000 Companies that can be returned. If you need to list or iterate on more than 10,000 Companies, please use the [Scroll API](https://developers.intercom.com/reference#iterating-over-all-companies). {% admonition type="warning" name="Pagination" %} You can use pagination to limit the number of results returned. The default is `20` results per page. See the [pagination section](https://developers.intercom.com/docs/build-an-integration/learn-more/rest-apis/pagination/#pagination-for-list-apis) for more details on how to use the `starting_after` param. {% /admonition %}

List all help centers

You can list all Help Centers by making a GET request to `https://api.intercom.io/help_center/help_centers`.

List all macros

Tool to fetch a list of all macros (saved replies) in your workspace for use in automating responses. The macros are returned in descending order by updated_at. Use when you need to retrieve available macros or sync macro data.

List all notes

You can fetch a list of notes that are associated to a contact.

List attached companies for contact

You can fetch a list of companies that are associated to a contact.

List attached contacts

You can fetch a list of all contacts that belong to a company.

List attached segments for companies

You can fetch a list of all segments that belong to a company.

List attached segments for contact

You can fetch a list of segments that are associated to a contact.

List away status reasons

Tool to retrieve all away status reasons for a workspace including deleted ones. Use when you need to list available away status options for team members.

List calls

Tool to list all phone calls from Intercom with pagination support. Use when you need to retrieve call records, view call history, or iterate through calls.

List calls with transcripts

Tool to retrieve calls by conversation IDs with transcripts when available. Use when you need to get call records with their transcripts for specific conversations. Maximum 20 conversation IDs per request.

List company notes

Tool to list all notes associated with a specific company. Use when you need to retrieve all notes that have been added to a company record.

List all contacts

Tool to list all contacts (users or leads) in your Intercom workspace with pagination support. Use when you need to retrieve multiple contacts or iterate through all contacts in the workspace.

List content import sources

Tool to retrieve all content import sources for the workspace. Use when you need to list all content sources for Fin Content Library.

List conversations

Lists all conversations from Intercom with pagination support. This endpoint does not support filtering by state, assignee, or other attributes - use INTERCOM_SEARCH_CONVERSATIONS for filtering. Paginate by reading pages.next.starting_after from each response and passing it as starting_after until pages.next is absent. Response fields including title, source.body, conversation_parts.body, and statistics may be null; guard before string operations.

List data attributes

Tool to list all data attributes for contacts, companies, and conversations. Use when you need to retrieve metadata about available data attributes.

List data events

Tool to retrieve a log of data events belonging to a customer. Use when you need to list events for a specific user. Note: Only events less than 90 days old can be listed.

List external pages

Tool to list all external pages from Fin Content Library. Use when you need to retrieve external pages used for AI-generated answers in Intercom.

List help center sections

Tool to fetch a list of all help center sections in descending order by updated_at. Use when you need to retrieve sections from the help center hierarchy (Help Center → Collections → Sections → Articles).

List internal articles

Tool to list all internal articles in Intercom. Use when you need to retrieve all internal articles available in the workspace.

List all news items

Tool to fetch a list of all news items from Intercom. Use when you need to retrieve news items posted in the workspace.

List all segments

Tool to retrieve all segments defined within a workspace for filtering and categorizing contacts. Use when you need to get a list of all available segments or check segment counts.

List subscriptions for a contact

You can fetch a list of subscription types that are attached to a contact. These can be subscriptions that a user has 'opted-in' to or has 'opted-out' from, depending on the subscription type. This will return a list of Subscription Type objects that the contact is associated with. The data property will show a combined list of: 1.Opt-out subscription types that the user has opted-out from. 2.Opt-in subscription types that the user has opted-in to receiving.

List subscription types

Tool to list all subscription types available in the workspace. Use when you need to retrieve subscription configuration details including state, translations, consent type, and supported content types.

List all tags

Tool to fetch all tags for the workspace. Use when you need to retrieve all available tags that can be applied to contacts, companies, and conversations.

List tags attached to a contact

You can fetch a list of all tags that are attached to a specific contact.

List all teams

Tool to retrieve all teams within a workspace. Use when you need to get a list of all available teams, their members, or assignment configurations.

List all ticket states

Tool to fetch all ticket states for the workspace. Use when you need to retrieve all configured ticket states, including both active and archived ones.

List all ticket types

Tool to retrieve all ticket types for the workspace. Use when you need to get all available ticket type configurations including attributes and states.

Merge a lead and a user

You can merge a contact with a `role` of `lead` into a contact with a `role` of `user`.

Register Fin Voice call

Tool to register a Fin Voice call with Intercom. Use when you need to create a record of an external voice call in Intercom, enabling AI-powered call analysis and customer interaction tracking.

Remove subscription from a contact

You can remove a specific subscription from a contact. This will return a subscription type model for the subscription type that was removed from the contact.

Remove tag from a contact

You can remove tag from a specific contact. This will return a tag object for the tag that was removed from the contact.

Reopen conversation

Reopens a closed conversation in Intercom. Only operates correctly on conversations in a closed state; verify state via INTERCOM_GET_CONVERSATION before calling, as using on open or snoozed conversations may produce unexpected results.

Reply to ticket

Tool to reply to a ticket with a message from admin or contact, or with a note for admins. Use when you need to add a response or comment to an existing ticket.

Reply to conversation

Sends a reply to an existing conversation in Intercom. Always send reply before closing a conversation — never parallelize with INTERCOM_CLOSE_CONVERSATION on the same conversation. Verify conversation state via INTERCOM_GET_CONVERSATION before replying, as open/snoozed/closed states may diverge from cached values.

Retrieve a collection

You can fetch the details of a single collection by making a GET request to `https://api.intercom.io/help_center/collections/<id>`.

Retrieve a company by id

You can fetch a single company.

Retrieve a help center

You can fetch the details of a single Help Center by making a GET request to `https://api.intercom.io/help_center/help_center/<id>`.

Retrieve job status

Tool to retrieve the status of a data export job. Use when checking the progress of an export job by providing the job identifier.

Retrieve a macro

Tool to fetch a single macro (saved reply) by its ID. The macro will only be returned if it is visible to the authenticated user based on its visibility settings.

Retrieve an admin

You can retrieve the details of a single admin.

Retrieve an article

You can fetch the details of a single article by making a GET request to `https://api.intercom.io/articles/<id>`.

Retrieve a segment

Tool to retrieve details for a single segment by its ID. Use when you need to get information about a specific segment including its name, type, and optionally the count of items.

Retrieve companies

You can fetch a single company by passing in `company_id` or `name`. `https://api.intercom.io/companies?name={name}` `https://api.intercom.io/companies?company_id={company_id}` You can fetch all companies and filter by `segment_id` or `tag_id` as a query parameter. `https://api.intercom.io/companies?tag_id={tag_id}` `https://api.intercom.io/companies?segment_id={segment_id}`

Retrieve internal article

Tool to retrieve an internal article by ID from Intercom. Use when you need to fetch details of a specific internal article including its title, body content, and metadata.

Retrieve note

Tool to retrieve details of a single note by its identifier. Use when you need to fetch the complete information about a specific note.

Retrieve a team

Tool to retrieve detailed information about a specific team by ID. Use when you need to get team details including members and assignment configuration.

Retrieve visitor with user ID

Tool to retrieve a specific visitor's details using their user_id. Use when you need to fetch comprehensive visitor information including profile data, location, and activity metrics.

Scroll over all companies

The `list all companies` functionality does not work well for huge datasets, and can result in errors and performance problems when paging deeply. The Scroll API provides an efficient mechanism for iterating over all companies in a dataset. - Each app can only have 1 scroll open at a time. You'll get an error message if you try to have more than one open per app. You can get the first page of companies by simply sending a GET request to the scroll endpoint. For subsequent requests you will need to use the scroll parameter from the response type="danger" name="Scroll network timeouts". Since scroll is often used on large datasets network errors such as timeouts can be encountered. When this occurs you will see a HTTP 500 error with the following message: "Request failed due to an internal network error. Please restart the scroll operation." If this happens, you will need to restart your scroll query.

Search contacts

Tool to search for contacts using query filters with operators. Use when finding contacts by role, email, name, or attributes. Response entries may include null or non-dictionary values; guard against missing/null fields before accessing nested properties. A contact may have multiple emails or contact_ids; deduplicate when aggregating across searches.

Search conversations

Searches for conversations using query string with support for filtering and sorting

Search for articles

You can search for articles by making a GET request to `https://api.intercom.io/articles/search`.

Search internal articles

Tool to search for internal articles in Intercom. Use when you need to find internal articles, optionally filtered by folder ID.

Search tickets

Tool to search tickets in Intercom by filtering attribute values. Use when you need to find tickets matching specific criteria like state, creation date, assignment, or custom attributes.

Set admin to away

Tool to set an admin to away status in Intercom. Use when you need to mark an admin as away, optionally with a specific reason and reassignment behavior.

Set an admin to away

You can set an Admin as away for the Inbox.

Show call

Tool to retrieve a single call by ID from Intercom. Use when you need to get detailed information about a specific phone call.

Show call transcript

Tool to get call transcript by call ID. Use when you need to retrieve the transcript text from a recorded call.

Show contact by external ID

Tool to retrieve a contact by their external ID. Use when you need to fetch contact details using an identifier from your external system rather than Intercom's internal ID. Only supports users, not leads.

Unarchive contact

Tool to unarchive a previously archived contact in Intercom. Use when you need to restore an archived contact by their ID.

Update a collection

You can update the details of a single collection by making a PUT request to `https://api.intercom.io/collections/<id>`.

Update a company

You can update a single company using the Intercom provisioned `id`. {% admonition type="attention" name="Using `company_id`" %} When updating a company it is not possible to update `company_id`. This can only be set once upon creation of the company. {% /admonition %}

Update a contact

You can update an existing contact (ie. user or lead).

Update an article

You can update the details of a single article by making a PUT request to `https://api.intercom.io/articles/<id>`.

Update contact

Tool to update an existing contact in Intercom. Use when you need to modify contact information such as name, email, custom attributes, or other properties.

Update content import source

Tool to update an existing content import source in Fin Content Library. Use when you need to modify the URL, sync behavior, or status of an existing content import source.

Update data attribute

Tool to update an existing data attribute in Intercom. Use when you need to modify a data attribute's description, archive status, or messenger writability. Note: Changing a data attribute's type via the API is restricted and must be done through the UI.

Update external page

Tool to update an existing external page in Fin Content Library. Use when you need to modify the content, metadata, or availability settings of an external page. Only pages created through the API can be updated.

Update internal article

Tool to update an internal article with new title, body, author or owner information. Use when you need to modify an existing internal article in Intercom.

Update ticket

Tool to update an existing ticket in Intercom. Use when you need to modify ticket attributes, state, assignment, or other properties.

Update a ticket type

Tool to update an existing ticket type in the workspace. Use when you need to modify a ticket type's name, description, category, icon, or archive status.

Update ticket type attribute

Tool to update an existing attribute for a ticket type. Use when you need to modify properties like description, visibility, or requirements for a ticket type attribute.

Frequently asked questions

What can I automate with Intercom on Definable?

Anything Intercom exposes through its API. Common customer support workflows on Definable include auto-resolve FAQs with citations, escalate with full context, cluster recurring themes. Personas can call any of the 133 Intercom tools directly, then chain the result into another integration without you writing code.

How does Intercom authentication work?

Intercom uses OAUTH2 on Definable. You connect once from the integrations page, scoped to the permissions you choose, and from then on any persona that has the integration enabled can act on your behalf. Tokens are encrypted at rest and rotated automatically.

Is the Intercom integration included in my Definable plan?

Yes — every Definable plan, including Starter, includes access to all 133 Intercom tools. You only need a separate Intercom subscription if Intercom itself charges per seat or per API call.

Is using Intercom through Definable secure?

Every call from a persona to Intercom is logged with the user, persona, prompt, and response. Tokens never leave Definable's secrets vault, scopes are configurable per persona, and you can revoke access at any time from the integration page.

How do I get started with Intercom on Definable?

Sign up for Definable, open the integrations page, find Intercom, and connect via OAuth or API key. You can immediately attach Intercom to any persona and start running workflows. The free Starter plan includes 5,000 credits/month.

What Intercom actions does Definable expose?

Definable exposes all 133 Intercom actions as callable tools — including `Add subscription to a contact`, `Add tag to contact`, `Archive contact`, plus 130 more. Each tool gets a typed parameter schema so personas know exactly how to call it.

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