Intercom
Connect Intercom for auto-triage of conversations using OAuth and the Canvas Kit sidebar panel
The Intercom integration uses OAuth, subscribes to conversation events, and offers a Canvas Kit panel that loads inside the Intercom inbox sidebar so agents see triage results in context.
Prerequisites
| Need | Notes |
|---|---|
| Intercom workspace | App admin permission to install integrations |
| At least one project in SigSentry | With log sources connected |
Setup walkthrough
Click "Install Intercom" in SigSentry
In the dashboard, Project → Support Desk → Connect platform → Intercom. You'll be redirected to Intercom's OAuth flow.
Authorize on Intercom
SigSentry requests these scopes:
| Scope | Why |
|---|---|
Read conversations | Read incoming conversation content for triage |
Write conversations | Post comments and notes |
Manage subscriptions | Subscribe to conversation events |
Sidebar app | Load the Canvas Kit panel in the Intercom inbox |
Click Authorize app.
Webhook subscribes automatically
SigSentry subscribes to conversation.created and
conversation_part.created events. You can verify under Intercom's
Settings → Apps & integrations → Webhooks.
Configure the binding
In SigSentry, click Configure on the new Intercom binding:
| Field | Value |
|---|---|
| Result posting mode | internal, public, or both |
| Auto-analyze threshold | disabled, critical, high, medium, low |
| Default time buffer | Hours of log history (default: 2) |
| Custom attribute mapping | Map SigSentry fields to Intercom custom attributes |
| Public reply template | Customer-facing message (optional) |
Add the sidebar panel to your inbox
In Intercom, Settings → Apps & integrations → Apps → SigSentry → Configure → Inbox visibility → Add to inbox.
Now when an agent opens a conversation, the SigSentry panel loads in the right sidebar showing the triage result and any analyses run on the conversation.
Test with a real conversation
Have someone start a conversation in Intercom. The triage note appears within seconds. If auto-analyze fires, a second note follows with the full analysis. Open the conversation to see the sidebar panel.
Custom attribute mapping
Intercom uses custom attributes rather than custom fields. Map SigSentry fields to attribute names in the binding configuration:
| SigSentry field | Maps to Intercom attribute |
|---|---|
severity | e.g. severity |
affected_service | e.g. affected_service |
analysis_url | e.g. sigsentry_analysis_url |
Custom attributes are visible on the conversation detail page and can be used in Intercom's automation rules (e.g. route high-severity conversations to a specific team).
Canvas Kit sidebar panel
The Canvas Kit panel inside the Intercom inbox shows:
- Triage result: severity, affected service, suggested time window
- Recent analyses: list of full analyses run on this conversation, with timestamps and links to the SigSentry dashboard
- Run analysis button: kick off a new analysis on demand from the conversation context
Disconnecting
Click Disconnect on the Intercom binding. This:
- Removes the webhook subscriptions
- Hides the Canvas Kit panel from inboxes
- Revokes SigSentry's OAuth token
- Marks the binding inactive
The OAuth app remains in Intercom's app list — uninstall it from Settings → Apps & integrations → Apps → SigSentry → Uninstall.
Troubleshooting
| Symptom | Likely cause |
|---|---|
| Sidebar panel doesn't load | App not added to the inbox; configure visibility in Intercom settings |
| Triage notes stop appearing on new conversations | Reinstall the SigSentry app from Intercom |
| Triage appears but Canvas panel is empty | OAuth token may have expired; reinstall |
| Auto-analyze never fires | Threshold set to disabled, or triage is classifying everything below threshold |