A Primer on Unito's Intercom Integration

Looking to connect Intercom to your Unito workflows? Here's what you can expect from our integration.

Included in this Intercom integration article:

How does this Intercom integration work?

You can sync Intercom conversations with work items in other tools by creating a Unito flow. Your flow enables you to create work items in another tool automatically whenever you manually start a new conversation in Intercom. 

This article will give you an overview of supported fields in Intercom, as well as limitations of Unito's integration.

Got feedback? Submit a Unito feature request to let us know what you'd like to see in the next update to our Intercom integration.

Watch Unito's Intercom integration in action

Follow along with the video below or try this step-by-step guide to syncing Intercom conversations to Asana.

Supported fields and other features

Lite integrations don't always support as many fields as their full-featured counterparts. Here are the fields you can sync with our Intercom integration, along with which fields can be used in rules.

When syncing data from Intercom, you’ll need to choose a team as your block of work. Any conversation assigned to this team will be synced — unless it’s filtered out by a rule.

Quick definitions:

    • One-Way: Changes to the Intercom field will appear in the other synced field but not vice versa.
    • Two-Way: Changes to either synced field will appear in the other.
    • Rules: This Intercom field can be used as a trigger in your rules to filter work items from syncing with Unito.
Intercom Field One-Way? Two-Way? Rules?
Assignee  
Attachment    
Boolean (custom field)
Contact    
Decimal number (custom field)  
First reply    
Link to conversation    
List (custom field)  
Note  
Number (custom field)  
State  
Tag  
Text (Custom field)  
Title    

*tags and attachments can only be synced at the message level, instead of the conversation level, so you’ll need to add a tag to an individual message in order to sync it.

What counts as an item in sync?

For Intercom, Unito counts every synced conversation as an item in sync.

What this integration doesn't support (yet!)

Because this is a lite integration, there are some things you won't be able to do.

  • Syncing all historical data: Due to limitations with Intercom’s API, a Unito flow can only sync the last 500 items from Intercom conversations to your other work tools. Note that these items include messages, attachments, and notes. This limitation doesn’t apply to tags, so Unito can still sync messages with tags beyond the 500 item limit on conversations.

  • Conversation creation: Collaborators in other tools won’t be able to create new Intercom conversations from a different tool.

  • Mapping Intercom replies to comments: Collaborators in other tools won’t be able to create new Intercom replies by creating a comment in another tool. This is currently on our roadmap.

  • Live-sync: Due to limitations in Intercom’s API, we can’t sync changes in real time. We use webhooks to do this, and they aren’t available for this integration.

Other things to keep in mind

Here are a few things to keep in mind as you use our Intercom integration:

  • To use Unito, make sure your Intercom account has "Can install, configure and delete apps" access turned on. You can find this under the Apps and integrations section of your user permissions.

  • When you set up a flow, you’ll be asked to pick an Intercom team from which you’ll sync messages. For an Intercom conversation to sync properly, it has to be assigned to that team. Note that it doesn’t need to be assigned to a specific member of that team, just the team itself.

Necessary permissions

To use Unito, make sure your Intercom account has "Can install, configure and delete apps" access turned on. You can find this under the Apps and integrations section of your user permissions.

Got feedback? Submit a Unito feature request to let us know what you'd like to see in the next update to our Intercom integration.

Build your first flow with Unito in minutes