Modem now connects to Intercom
Blog post from Modem
The Intercom integration for Modem users enables seamless synchronization of customer support conversations into Modem's system, allowing for automatic ingestion of Intercom interactions alongside Slack, Discord, and GitHub discussions. By connecting Intercom through the Modem settings, users can leverage webhooks to receive real-time updates on new conversations, replies, internal notes, state changes, and CSAT ratings, which are then organized into Modem's topic system. This integration facilitates a comprehensive view by linking related conversations across platforms, such as Slack threads, Linear tickets, and GitHub pull requests. Users can query Intercom in plain English to access historical conversation data, while an agent assists in executing API calls for efficient information retrieval, including the ability to respond directly in Intercom if write access is enabled. Setup is simplified through OAuth authentication, allowing for easy connection and disconnection, with the system backfilling up to 90 days of conversation history during initial setup and providing ongoing updates through webhooks.
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