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My AskAI connects to your Intercom workspace as a first-line AI support agent, responding to conversations inside the Intercom Messenger widget, email, and any other channels you’ve connected to Intercom (WhatsApp, Instagram DMs, Facebook Messenger, SMS). The integration is available on any Intercom plan and requires no code changes to your website.
Before connecting, make sure you have turned off Intercom Fin (Intercom’s native AI agent) to avoid conflicts with My AskAI replies.

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Connecting My AskAI to Intercom

1

Open Channels in My AskAI

Log in to your Dashboard and go to Channels. Under “Add to helpdesk”, click the Intercom icon.
2

Authorise the connection

Click Connect your Intercom account. An authorisations screen will appear — click Authorize access to grant My AskAI the required permissions.
3

Choose a reply mode

Your AI agent is now connected. By default, it creates draft note replies (internal notes only agents see). To enable direct customer-facing replies, go to Channels > Intercom and toggle Direct replies on.
4

Test the integration

Send a test message to your Intercom Messenger. You should see either a direct AI reply or an internal note appear within seconds.

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Reply Modes

Fully Conversational Agent

The AI replies directly to customers in real time. Enable this by toggling Direct replies on in Channels > Intercom. Best for high-volume support queues where you want maximum automation.

Draft Note Replies

The AI generates a suggested response as an internal note after each customer message. Agents review, edit if needed, and send. Ideal for teams that want AI assistance without full automation.
You can stop draft notes for any individual conversation by posting a Note (not a Reply) containing Stop AI replies. This is useful for sensitive conversations that need a fully manual touch.

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Intercom Features

My AskAI can automatically classify and tag every Intercom conversation using your own custom conversation attributes — eliminating hours of manual categorisation each month.Setup:
  1. Go to AI Agent Setup > AI Tagging and click Import conversation attribute.
  2. Select the attribute from the dropdown (imported from Intercom) and click Import attribute.
  3. Review the auto-generated description for each attribute value, then enable auto-tagging.
Attributes are applied after 5 minutes from the first user message (or immediately if tag blocking is in use).Cost: 0.05perattributeperconversation,billedasanadd−on.With3attributesperconversation,that′s0.05 per attribute per conversation, billed as an add-on. With 3 attributes per conversation, that's 0.15 per conversation.
Only List attribute types are supported. Auto-tagging updates conversation attributes — it does not update Intercom’s native “Tags” field.
Blocking replies by tag: Go to AI Agent Setup > AI Tagging, select the attribute, find the value, and click Block. Blocked conversations receive the attribute ai-agent-tag-blocked and are handed to a human automatically.
Live Translation allows your AI agent to converse with customers in their native language, and lets your human agents follow along and reply — all without leaving Intercom.How it works:
  • Every incoming message not in your default language is automatically translated into your language as an internal note, in real time.
  • Your AI agent replies in the customer’s language automatically.
  • When you (a human agent) take over, type your reply in your language and click Translate & Send instead of the normal send button. Your original message is saved as a note; the customer receives the translated version.
To enable: Contact My AskAI support via live chat and ask to speak to a person. Once enabled, install the Chrome Extension Copilot to access the Translate & Send button.Cost: $0.05 per conversation translated, billed as an add-on.
Playbooks are custom workflow configurations you can set up inside Intercom to give My AskAI richer context and more powerful behaviour.Pass user data as context: Create an Intercom workflow that, when a conversation starts, generates an internal note on the first message containing relevant user attributes (plan type, account status, current page, etc.). My AskAI reads these notes as context for its responses.Page-aware responses: Two options:
  1. Use the User Data API to return information about the user’s current page and account state based on their email.
  2. Include the user’s current page as a dynamic attribute in the internal note created by your Intercom workflow.
Triage workflows: If you want the AI to only engage after a user selects a specific option in an Intercom workflow:
  1. Connect your AI agent to Intercom.
  2. Turn on the Workflow/Triage toggle in Channels > Intercom.
  3. Define a trigger phrase (e.g. “Chat with AI assistant”) that exactly matches a button option in your Intercom workflow.
  4. Turn off “Let customer type” in the initial welcome message.
The AI will only begin responding once the user clicks that button.Collect email on escalation: Follow the Escalation Data Collection guide to gather visitor email addresses when a conversation is handed off to a human.
My AskAI tags every conversation that escalates to a human with AI human handover. You can use this tag in an Intercom workflow to automatically route escalated conversations to the right team.Basic escalation routing:
1

Create a new workflow

In Intercom, go to + New workflow > Start from scratch > Customer sends any message. Set the trigger rule to Leads and Users and select the relevant channels.
2

Add a Wait action

Create Path 1 with a Wait action of 3 minutes.
3

Add a Branches action

After the Wait, add a Branches action with the condition: conversation tag is AI human handover AND conversation state is not closed. Optionally add: team assigned is not [your human team].
4

Assign to your team

In Path 2, add an Assign conversation action to route to your human support team.
5

Set workflow live

Save and activate the workflow. Escalated conversations will now be auto-assigned.
Assign to a team inbox on escalation: Go to Helpdesk & Channels > Intercom, scroll to Assign to Team Inbox on escalation, and select the inbox from the dropdown. All escalations will be routed there automatically from that point forward.

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Taking and Returning Control

Take control from the AI

Reply directly to any open conversation as an agent. The AI immediately stops responding to that conversation. For email threads, post a Note with Stop AI replies instead of replying.

Return control to the AI

Create a Macro in Intercom (Settings > Workspace > Macros) with the text: "Hi there, I'll pass you back to our AI assistant for any further questions." Use CTRL+K → Use Macro → select it whenever you want the AI to resume.

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Additional Options

SettingLocationNotes
Prevent immediate escalationChannels > IntercomOn by default. Users must describe their issue before being connected to a human on the first message.
Auto-close inactive conversationsChannels > IntercomSet a timer (default 60 mins) after which unescalated conversations close automatically.
Email repliesChannels > Intercom > Email repliesToggle on to have the AI reply to emails received in Intercom. Disable Intercom’s native email auto-replies first.
First email reply delayChannels > Intercom > First email reply delayAdd a delay (in minutes) before the AI sends its first email reply to seem more human.
Hide “Just thinking…” messageChannels > IntercomToggle off the thinking indicator if you prefer a cleaner UX.
Pause AI agentChannels > IntercomTemporarily stop all AI replies without disconnecting the integration.

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Required Permissions

My AskAI connects via Intercom OAuth. The only permissions requested are to read and write conversations in your Intercom workspace. No additional scopes or admin-level access are required beyond what’s needed to install apps in your Intercom account.

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