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Connect your Intercom account to AppReply so that reviews matching your escalation rules automatically become Intercom conversations. The connection uses OAuth 2.0 through Nango.

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Prerequisites

  • An Intercom account with admin access
  • Permission to create an app in the Intercom Developer Hub
  • An email address to use as the default requester for conversations AppReply creates

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Create an OAuth app in Intercom

Before connecting in AppReply, you need to register an application in the Intercom Developer Hub.
1

Open Intercom Developer Hub

Go to developers.intercom.com and sign in with your Intercom account.
2

Create a new app

Click New App and give it a name like “AppReply”. Select the workspace you want to connect.
3

Configure OAuth settings

In your app’s settings, go to Authentication and set the redirect URL to:
4

Copy your credentials

Copy the Client ID and Client Secret from the app’s authentication page. You will need both in the next section.

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Connect Intercom in AppReply

1

Open integration settings

In AppReply, go to Integrations (in the Apps section of the sidebar) and find the Helpdesk connections section. Click Connect, then choose Intercom.
2

Enter your credentials and requester email

Provide the Client ID and Client Secret from the previous section. You also need to enter a default requester email — AppReply creates (or reuses, if it already exists) an Intercom contact with this email the first time it needs one.
Unlike Zendesk, Intercom does not require a subdomain. Your workspace is identified through the OAuth flow.
3

Complete the OAuth flow

A popup window opens where you sign in to Intercom and authorize AppReply. Once you approve, the window closes and AppReply confirms the connection.
4

Verify the connection

AppReply automatically verifies that it can communicate with your Intercom workspace. You will see a green status indicator when the connection is active.

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About the default requester email

Intercom conversations need a contact to be sent to. The default requester email you provide tells AppReply which contact to use when creating conversations from escalated reviews. AppReply looks up or creates a contact with that email in your Intercom workspace automatically, so it doesn’t need to exist beforehand.
Create a dedicated contact in Intercom (for example, app-reviews@your-company.com) to use as the default requester. This makes it easy to identify and filter review-originated conversations.

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What happens when a conversation is created

When a review matches your escalation rule, AppReply sends an Intercom message with:
  • A subject built from the rule’s subject template
  • The review text as the message body
  • The conversation addressed to your default requester contact, from your connected Intercom account
Your support team can then respond, tag, and manage the conversation using their normal Intercom workflow.

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Troubleshooting

Make sure the redirect URL in your Intercom app matches exactly: https://api.nango.dev/oauth/callback. Verify your Client ID and Client Secret are correct.
Verify that your escalation rules are active and the connection shows an Active status on the Integrations page. If you recently reconnected, make sure the default requester email is still set.
Update the default requester email on the Intercom connection from the Integrations page.

Set up escalation rules

Configure which reviews get escalated to Intercom