Connect Intercom

Intercom is the third-highest-signal source Herald reads, after revenue (Stripe) and product events (SDK). Connect it and every customer conversation — support threads, product-question chats, complaint escalations — feeds the Feedback section of your briefing and becomes searchable in chat.

Connect

1. Go to Settings → Integrations → Intercom.
2. Click Connect Intercom. You’ll be sent to Intercom’s OAuth screen.
3. Pick the workspace Herald should read.
4. Approve read scopes for conversations, contacts, and tags.

The default backfill window is 60 days. Enough for Herald to cluster themes on day one (most B2B feedback shapes itself within a quarter). Longer backfills are available on Scale.

What Herald does with it

Every conversation is:

• Classified — is it a bug, a feature request, a billing question, a churn signal, or something else? The label is stored and shows up in chat filters.
• Clustered — Herald runs semantic similarity across the backlog so “checkout is broken” and “I can’t pay” collapse into one theme.
• Named — when a high-signal author (a paying customer, a recent signup, someone with 4× usage this week) opens a thread, they surface in the People section of the next briefing.

Content of each conversation stays in your tenant’s R2. The LLM sees the cluster labels and your semantic annotations, never raw transcripts. See Where your data lives for the full detail.

What shows up in the briefing

In a typical Monday briefing, Intercom contributes to three sections:

• People to talk to — “Bob at Acme opened 3 tickets this week, all about imports. Worth a personal reply.”
• Feedback themes — “12 conversations this week clustered around trial activation. Half mention the SDK install step.”
• Anomalies — “Zendesk-style ‘import’ tickets are 4× last week’s volume. Started Tuesday.”

Reconnect

If you rotate Intercom app credentials or revoke the OAuth grant, Herald stops pulling on the next cycle and emails you a warning within an hour. Reconnect through the same Settings → Integrations → Intercom flow; the backfill picks up where it left off.

What we don’t do

Herald does not write back to Intercom. We don’t reply to tickets, we don’t tag conversations in-place, and we don’t route escalations. Your support team still owns Intercom; Herald reads it so you don’t have to.