Every conversation your team has resolved in Intercom represents a problem that has been understood and answered. That institutional knowledge does not have to disappear into a closed conversation. It can become part of what your agent knows.

Your most experienced support person has resolved hundreds of conversations in Intercom. They know how to handle the edge cases, the tricky questions, the situations that require nuance. When they go on leave, the team notices - the answers are not as good, the trickier questions take longer. That knowledge lives in their head and in their closed conversations. Connect Intercom as a source and your agent learns from that history. The expertise your team has built up over time stops being locked inside closed conversations and starts being available to every customer who asks.

In this article, you'll learn:

• What gets synced when you connect Intercom as a source
• How to connect your Intercom account
• How to manage the connection

What Gets Connected

When you connect Intercom as a knowledge source, Outlearn syncs your support conversations and ticket history to help your agent understand common issues and how they've been resolved. Your data stays in Intercom - Outlearn reads it, it never modifies or moves it.

Note: Connecting Intercom as a knowledge source is different from using Intercom as a handoff destination. This article covers using Intercom as a source only. To set up Intercom as a handoff, see Connecting Intercom (Handoff + Copilot).

How to Connect Intercom

1. Go to the Sources tab.
2. Click + Add Knowledge.
3. In the Add Knowledge Sources modal, click Ticketing Systems in the left panel.
4. Select Intercom.
5. Log in to your Intercom account when prompted and authorize Outlearn to access your data.
6. Follow the on-screen steps to configure what to sync and set accessibility

After Connecting

Once connected, Intercom will appear in your Sources list and Outlearn will keep it in sync automatically.

From the Sources list you can:

• Change accessibility using the dropdown next to the source.
• Toggle it on or off using the In Use toggle.
• Resync manually using the three-dot menu. 
• Delete the connection using the three-dot menu.

Best Practices

• Set accessibility to Internal if your ticket history contains sensitive customer information that shouldn't be surfaced in public conversations.
• Use this integration alongside a knowledge base source - ticketing history works best as a complement to structured documentation, not a replacement for it.
• After connecting, check Content Gaps in Analytics to see if the ticket history is helping fill answer gaps.