Intercom Integration

Connect ProductBridge to Intercom to automatically capture feedback from support conversations and let your team submit feedback directly from the Intercom sidebar.

Overview

The Intercom integration connects your Intercom workspace to ProductBridge so you can capture product feedback at the moment it surfaces — without leaving Intercom. Once installed, the ProductBridge app appears inside Intercom as a sidebar app, and every closed conversation is analyzed by AI to extract feature requests, bug reports, and pain points automatically.

There are two ways feedback flows from Intercom into ProductBridge:

Sidebar App — Support agents create feedback posts directly from the Intercom conversation panel
Conversation Analysis — When a conversation is closed, the entire conversation is sent to ProductBridge, analyzed by AI, and turned into a feedback post if it contains product input

Prerequisites

An Intercom workspace with admin or app management permissions
A ProductBridge organization with at least one feedback board configured
Permission to install apps in your Intercom workspace

Connect Intercom

Open the Admin Dashboard

Click on the Intercom Integration

In the integrations list, find the Intercom card and click Connect. ProductBridge initiates the Intercom OAuth flow.

Authorize ProductBridge in Intercom

You are redirected to Intercom's OAuth authorization page. Sign in to Intercom (if needed) and review the permissions ProductBridge requests — read access to conversations, contacts, and tags, plus permission to register webhooks.

Click Authorize Access to install the ProductBridge app into your Intercom workspace.

Use a service account rather than a personal Intercom account so the connection persists if team members leave.

Confirm Connection

After authorization, Intercom redirects you back to ProductBridge. The integration status updates to Connected, and ProductBridge:

Stores your encrypted Intercom credentials
Registers a webhook for the conversation.admin.closed event
Backfills conversations from the last 30 days
Installs the ProductBridge sidebar app in your Intercom workspace

Submit Feedback from Intercom

After installation, your team can capture feedback in two ways.

When the ProductBridge app is installed, it appears in the conversation details panel (right sidebar) of every Intercom conversation. Support agents can search existing feedback, vote on posts, or create a new feedback post directly from the conversation they are working on — no context switching.

How it works:

Open a Conversation in Intercom

Navigate to any conversation in Intercom Inbox. The ProductBridge sidebar app appears in the right panel with your 10 most recent feedback posts.

Search or Create

Use the search bar to check whether the user's input is already a known feedback item. If it exists, click the post to view details and add a vote. If not, click Create New Post.

Fill the Form

Select a target board, enter a title, and add a description. The form pre-fills the customer context from the active Intercom conversation, so authorship and source metadata are linked automatically.

Submit

Click Submit. The post is created instantly with source: intercom and source_type: manual, and is auto-approved (since a teammate created it). The contact details from Intercom are attached as the post author.

The sidebar app also shows on the Intercom Messenger home for end users — but only if an admin enables the Messenger widget and selects a public board to display. End-user submissions are marked pending for moderation.

2. Conversation Analysis — Automatic Feedback Capture

When a support conversation is closed in Intercom, ProductBridge receives a webhook with the conversation ID, fetches the full conversation, and runs it through an AI pipeline that decides whether the conversation contains product feedback. If it does, a feedback post is created automatically.

The AI pipeline runs five stages:

Stage	What Happens
Normalize	Conversation parts, tags, customer info, and rating are combined into a structured format
Detect	LLM determines if the conversation contains product feedback. Confidence scores rise for low ratings, multi-turn discussions, escalations, and feedback-related tags
Extract	LLM extracts the feedback title, description, sentiment, priority, feature area, and pain points
Deduplicate	Semantic search (Qdrant) checks for similar existing posts. If similarity ≥ 0.85, ProductBridge votes on the existing post instead of creating a duplicate
Organize	LLM assigns the right board, category, and tags

Feedback created via conversation analysis is tagged with source: intercom and source_type: integration. The original Intercom conversation URL is stored in the post's metadata for traceability.

Priority adjustments specific to Intercom:

Enterprise customers receive higher priority weighting
Conversation ratings of ≤2 stars boost priority
Admin-escalated conversations are flagged as urgent
Bug reports and performance issues are bumped one tier

Backfill

When you first connect Intercom, ProductBridge automatically backfills conversations from the last 30 days. Each conversation is queued for AI analysis and creates a feedback post if it contains feedback. You see backfill progress in the integration settings page.

Backfill runs in the background and can take from a few minutes to several hours depending on conversation volume. New conversations from the moment of connection onward are processed in near real time via webhooks.

Disconnect

To disconnect Intercom, navigate to Settings > Integrations > Intercom and click Disconnect. ProductBridge:

Removes the registered webhook from Intercom
Marks the integration as disconnected
Stops all ongoing backfill or processing tasks

Existing feedback posts remain in ProductBridge — only the live connection is removed.

Sidebar app not appearing — Verify the integration shows as Connected in ProductBridge settings. Reload the Intercom Inbox page. If the app is still missing, reinstall it from the Intercom Apps page.
Conversations not creating feedback — Not every conversation contains feedback. The AI pipeline only creates posts when it detects product input with sufficient confidence. Check the integration logs in Settings > Integrations > Intercom > Activity to see which conversations were processed and why.
Duplicate feedback — ProductBridge deduplicates automatically using semantic search. If a similar post already exists, the new conversation adds a vote to the existing post rather than creating a duplicate.
Missing user data — End users without an email in Intercom are imported as anonymous. Ensure your Intercom contacts have email addresses for full user linking.
Webhook signature errors — If you see signature verification failures in logs, your webhook secret may have rotated. Disconnect and reconnect the integration to refresh the secret.
Re-authorize — If the connection stops working, revoke and reconnect from Settings > Integrations > Intercom. This regenerates the OAuth token and webhook subscription.

Was this page helpful?

Last updated 3 weeks ago

Built with Documentation.AI