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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
  • A default requester email address that exists as a contact or lead in your Intercom workspace

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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:
https://api.nango.dev/oauth/callback
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 Settings > Integrations and find the Intercom section. Click Connect 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. This email must belong to an existing contact or lead in your Intercom workspace.
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 creates conversations on behalf of a contact. The default requester email you provide tells AppReply which contact to use when creating conversations from escalated reviews. This email must already exist in your Intercom workspace as a contact or lead. If the email does not match an existing contact, ticket creation will fail.
Create a dedicated contact in Intercom (for example, [email protected]) 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 rules, AppReply creates an Intercom conversation with:
  • The review text as the message body
  • The app name, platform, and star rating included in the message
  • The conversation attributed to your default requester contact
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.
Check that the default requester email matches an existing contact or lead in your Intercom workspace. Also verify that your escalation rules are active and the connection shows a green status.
Update the default requester email in Settings > Integrations to the correct Intercom contact email.

Set up escalation rules

Configure which reviews get escalated to Intercom