Intercom

Category: Support · Auth: OAuth / access token

Intercom conversations are where frustration shows up first. A customer rarely announces they're leaving — but a sudden run of tickets, a slow reply, or a negative reaction in a thread are early tremors that often precede churn by weeks. Connecting Intercom turns that conversation stream into measurable support-health signals on every account.

Intercom is also ChurnWarn's reference support connector — its ticket topics are pre-mapped to canonical metrics, so it works the moment you authorize it.

What it pulls

• Open & resolved conversation counts — the standing support load per account.
• Negative CSAT flags — reactions and tags that mark an unhappy interaction.
• First-reply & resolution time — how long customers wait, the most tangible form of customer effort.

Signals it feeds

• Open ticket pressure (support_ticket_opened, support_ticket_resolved) — unresolved load building up.
• Ticket sentiment (negative) (support_ticket_negative) — tone as a leading indicator.
• Time to resolution — resolution speed against your SLA.

Setup

1. In ChurnWarn, open Settings → Integrations → Intercom and choose Connect.
2. Authorize the OAuth flow, or paste an access token from your Intercom workspace's Developer Hub.
3. Save, and map Intercom companies to your accounts by external id or email domain.
4. Press Sync now to pull recent conversations and verify they attach to the right accounts.

Staying in sync

Once connected, Intercom webhooks stream new and resolved conversations in near-real-time, so support pressure on an account moves as the thread does. The integration card shows the last sync and any error — useful if a token is revoked when a teammate leaves the workspace.

Reference: Intercom authentication docs.