Intercom

Intercom brings your customer messaging into Sonora. Conversations feed sentiment analysis and feature-request detection; contacts and companies populate People Graph; tags become filters in chat and Canvas.

Authentication uses a Developer App access token. The token is read-only.

What syncs

• Conversations and conversation parts (messages)
• Contacts (users and leads)
• Companies
• Admins (your team members in Intercom)
• Tags

Sonora doesn’t send messages or modify Intercom data.

Prerequisites

• Intercom admin access on the workspace you’re connecting
• A developer.intercom.com account (you can sign in with your Intercom credentials)

Setup

1. Create a Developer App

1. Go to developers.intercom.com and sign in.
2. Click New app. Name it “Sonora Integration” and select your workspace.
3. Click Create app.

2. Configure permissions

In your app settings, on the Permissions tab, enable read access for:

• Read conversations
• Read users and contacts
• Read admins
• Read tags

You don’t need any write permissions.

3. Get the access token

In your app settings, on the Authentication tab, copy the Access Token.

4. Connect in Sonora

1. Settings → Integrations → Intercom → Connect.
2. Paste the access token. If your workspace lives in a region other than US (e.g., EU or Australia), provide the regional API base URL — Sonora’s setup form has a field for it.
3. Save.

The initial sync pulls open conversations plus a configurable lookback window of closed conversations. Subsequent syncs are incremental.

Customer matching

Intercom companies map to Sonora customers via name and external ID. If you set the company_id in Intercom to match an external ID Sonora already knows about (typically your CRM’s account ID), matching is automatic. Otherwise, set up name-based matching in the Intercom card.

Disconnect

From Settings → Integrations, disconnect the Intercom card. To revoke at the Intercom side, delete the Developer App at developers.intercom.com.

Troubleshooting

“401 Unauthorized” — The token was rotated or the Developer App was deleted. Generate a new token and reconnect.

Conversations missing — Confirm the app has all four read permissions, and that the conversations belong to an inbox the app can access. Restricted teams or assignment rules can hide conversations from app-level access.

Wrong region — If you’re on Intercom’s EU or Australia region and didn’t set the regional base URL, the connection will succeed but return empty data. Reopen the Intercom card and add the correct base URL (https://api.eu.intercom.io or https://api.au.intercom.io).