Intercom

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What is Intercom?

Intercom is a customer service platform with live chat, a ticketing inbox, a help center and AI support. Teams use it to talk to users and leads in the product and by email. Agents spend a lot of time finding context, replying and keeping contacts and companies tagged correctly. This connection lets Fabric's assistant handle that for you, in plain language.

What Fabric's assistant can do with Intercom

Once Intercom is connected, Fabric's AI assistant can work your inbox and contacts from a simple request.

Find context. Find User, Find Lead, Find Company, Find Conversation, Find Ticket and Retrieve a Conversation pull up who someone is and what they have said. Ask what a customer reported last week before a call and you get a summary.

Reply and follow up. Reply to Conversation answers in an existing conversation, Create Conversation starts one, and Send Message to Contact sends a message. Add Note adds an internal note.

Handle tickets. Create Ticket opens a ticket and Update Ticket changes its state or assignee.

Keep records right. Create User, Create/Update User, Create/Update Lead, Find or Create Lead, Create or Update Company and Find or Create Company manage contacts and companies. Add Tag to Contact, Remove Tag From Contact and Add/Remove Tag on Company segment them. Create Data Event records an event against a user.

Write help content. Create Article adds a help center article, for example from an answer you wrote in Fabric. Send Incoming Message logs a message as if it came from a user. API Request (Beta) reaches the Intercom API for anything else.

You stay in control

The assistant works from your instructions, and it confirms with you before replying to customers or sending messages, unless you've told it not to for a particular task. Looking things up never changes anything.

When a job should run regularly, a Fabric AI job can run on a schedule, such as a daily summary of open tickets. The connection also includes events, such as New Conversation, New Closed Conversation, New Ticket, New AI Summary and Contact Replied, which can start an automation.

Search your conversations from Fabric

Connecting Intercom also adds keyword search over your Intercom records from Fabric's main search.

How people use it

Customer service teams pull a customer's history and draft a reply with the answer from Fabric.

Support leads turn a common answer into a help center article.

Account managers check a company's recent conversations before a renewal call.

Product teams open tickets from bug reports and tag them for triage.

Frequently asked questions

What does the Intercom connection do?

It lets Fabric's assistant find users, leads, companies, conversations and tickets, reply and send messages, add notes, create and update tickets, manage contacts, companies and tags, record data events and create help center articles, and it adds keyword search over your Intercom records in Fabric.

Can I reply to an Intercom conversation with AI?

Yes. The assistant drafts the reply and Reply to Conversation sends it, after you confirm.

Can it create help center articles?

Yes. Create Article adds an article from content you give it.

Can it create tickets?

Yes. Create Ticket opens a ticket, and Update Ticket changes it.

Can it tag users and companies?

Yes. The tag actions add and remove tags on contacts and companies.

Does the assistant reply to customers on its own?

No. It acts on your instructions.

Is my Intercom data secure?

Everything in Fabric is encrypted in transit and at rest, and the connection acts on your workspace with your authorization. See the privacy and security guide.

Does this work through MCP or the API?

Fabric also exposes your library and connected tools to external AI through its MCP server and API.

Does Fabric work with other support tools?

Yes. You can also connect Slack, Linear and HubSpot.