Sales and support
Carry the conversation forward with Bob and Intercom
Customers often start with a broad question and reveal the real issue a few messages later. Bob gathers that context and passes it into Intercom so the next teammate understands both the request and the path that led to it.
Bob keeps the Intercom conversation, the customer record, and the handoff in one thread.
Preserve continuity across customer touchpoints
A useful integration avoids sending customers back to the beginning. With the appropriate Intercom tools enabled, Bob can consult authorized contact and conversation context, prepare a response, or organize an escalation. Your team continues working in Intercom while Bob helps the front office collect clearer information.
Workflows
Recognize the relevant conversation
Find permitted contact and conversation records using your matching and identity rules.
Prepare the next response
Use approved business information and existing context to draft a useful answer or an internal handoff note.
Route the unresolved issue
Use supported tags, conversation updates, or assignment actions to put the request into the intended workflow.
Example workflow
Example workflow
A trial customer asks a product question and then mentions a billing issue. Bob can address the approved product information, capture the billing concern, and prepare the appropriate Intercom handoff with the customer’s original question attached.
Illustrative example, not a live execution log.
Connection and setup
Connect the Intercom workspace and choose supported contact, conversation, and routing actions. Define how Bob cooperates with existing Intercom automation.
How Bob turns a conversation into a useful next step
Bob starts with the customer's request and the business information you approve. When the workflow needs a current record, Bob retrieves it from the connected service. When the next step changes a record or sends a message, Bob follows the permissions and approval steps you configure. The customer gets a useful next response, and your team gets a clear handoff when a person needs to take over.
Questions
Is Bob the same as Intercom’s Fin?
No. Bob is Office 168/52’s agent. This page describes ways Bob can work with your Intercom environment.
Can we keep our existing routing and automation?
Yes. Configure the integration around the workflows you want to preserve, including clear ownership of replies so two agents do not answer the same request.
Who decides what Bob can change or send?
You choose the records Bob reads and the actions he takes. A reply, a record update, or an outbound message follows the approval step you set for that workflow. See the pricing page for plans. This page does not list prices.
Continue this workflow with
These are related workflows, not prerequisites.
Get started with Intercom
Tell us how your front office handles this job today. You send the message when you are ready.