AI Phone Agent for Intercom: Escalations to Your Inbox
Wiredesk answers your support line, website chat, email and WhatsApp from your own content. When a customer needs your team, it starts a new conversation in your Intercom inbox from that customer, matched to their contact by email address or added as a lead, with its summary and the full transcript as the first message. You connect it with an access token from your own Intercom Developer Hub app, in the US, EU or Australian region.
What it does
The conversation carries: The agent's summary of what the customer needs, who they are (name, email address and phone number, whichever it has), the channel it came in on, a link back to the conversation in Wiredesk, and the whole transcript with every line marked Customer, AI agent or Team.
By default it opens one when the customer asks for a person or wants to complain, or when it can't answer from your content, and it checks with them first unless they asked. You can replace that rule with your own, in plain words. Before it opens anything it finds out what actually went wrong, one question at a time, so the ticket never says the problem is unknown. The agent then gives the customer the ticket number and says the team will reply, without promising a time. In the chat widget a card under that reply shows the number and the summary.
The escalation arrives as an inbound conversation from the customer's contact, found by email address or created as a lead, so it lands in your team's inbox like any other message.
The same connection can feed the agent's knowledge: Intercom Articles sync reads your published articles and checks for changes every fifteen minutes.
How to connect Intercom
- In Intercom, go to Settings → Integrations → Developer Hub, open or create your app, and copy the access token under Configure → Authentication.
- In Wiredesk, open the agent's Actions › Connections, click Connect on Intercom, paste the token and pick your data region: United States, Europe or Australia.
- Add a Helpdesk ticket action to the agent and pick Intercom.
What happens on each channel
The same agent answers every channel from the same knowledge.
Website chat
The agent answers from your knowledge. When the customer needs a person it asks what went wrong, then for an email address unless it already has one, and opens the conversation with the summary and transcript. The customer sees the ticket number in the chat.
Phone
On a call the number they rang from is enough: an email address is optional, and the conversation carries the caller's number. A caller with no email address is added as a lead with their phone number, and the conversation comes from that lead.
The customer's address is already known from the thread, so the agent opens the conversation without asking for it again.
An action that runs in chat runs on WhatsApp too. The agent asks for an email address, because that is where your team replies, and the conversation names WhatsApp as the channel.
What it doesn't do
- It is not a two-way sync. The agent opens the conversation and keeps its number and a link to it; it doesn't read your Intercom queue, and what your team writes in Intercom doesn't come back into Wiredesk.
- It opens conversations. It doesn't update, assign or close one afterwards.
- Intercom conversations from Wiredesk aren't tagged.
- If Intercom turns the conversation down, or doesn't answer within 8 seconds on a call (15 in writing), the agent offers to take a message instead and the connection's card shows Intercom's reason.
- It starts a conversation, not an Intercom ticket object.
Set it up
Questions about Wiredesk and Intercom
Yes. Wiredesk answers the call and, when the caller needs your team, starts an Intercom conversation from them with the summary and the call transcript. A caller with no email address is added as a lead with their phone number.