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

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

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.

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

After you approve, the connection card shows Active. Click Verify on the card to check that AppReply can reach your Intercom workspace. The card then shows when it was last verified.

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 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.

What happens when a conversation is created

When a review matches your ticket 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.

Reply to a review from Intercom

Your teammates can answer a review from its conversation in Intercom. When a teammate sends a reply on a conversation AppReply created, AppReply posts that reply on the store as your answer to the review. The teammate doesn’t need to open AppReply. It is off until someone in your workspace turns it on for the Intercom connection.

Turn it on

In AppReply, go to Integrations. Under the Intercom card in Helpdesk connections, turn on Post agent replies to the store. AppReply shows “Agent replies will be posted to the store”.
The Intercom card under Helpdesk connections, Active, with the Post agent replies to the store switch turned on
Nothing is added or changed in Intercom: no webhook, no workflow and no setting. AppReply checks the conversations it created every 5 minutes.

Reply from the conversation

A teammate opens a conversation AppReply created from a review and sends a reply, not a note. Within about 5 minutes AppReply queues that text as the reply to the review and adds a note to the conversation that starts with “AppReply:” and says the reply is queued for the store. In AppReply, the review shows the reply as queued, then as replied once the store accepts it. The responder is shown as the teammate’s name followed by (Intercom). The reply counts towards your plan’s replies for the period, like any other reply.
A reply is posted on the store word for word, where anyone can read it. AppReply does not check, rewrite or approve it first.

Which replies are posted

  • Posted: a reply a teammate typed by hand, including a reply that closes the conversation and a reply that reopens a closed one.
  • Never posted: notes, Fin and other AI replies, bot and workflow messages, and replies written through the API by any app, AppReply’s own notes included.
  • Not picked up yet: a reply that at the same time assigns the conversation to someone, for example in workspaces that assign a conversation to the teammate who replies first, or that snoozes it. Such a reply is not posted and gets no note. Post it in AppReply instead.
  • The newest reply wins. A later reply on the same conversation replaces the earlier one on the store. Huawei AppGallery and RuStore don’t allow a posted reply to be changed, so there the first reply stays and a later one is refused with a note.

Notes AppReply adds to the conversation

When a reply can’t be posted, the note starts “AppReply: This reply was not posted to the store.” and says why, for example “It is 441 characters and Google Play allows up to 350. Post a shorter public reply.” The reasons are the same as for Zendesk. AppReply adds at most 5 notes to a conversation a day. If the store itself refuses a reply after it was queued, the conversation still says “queued”. The refusal shows on the review in AppReply.

Limits

  • Only conversations AppReply created through the current connection. A reply written before the switch was turned on is never posted. Conversations created while the switch was off are covered: once it is on, a reply written from then on is posted.
  • After you reconnect Intercom, the switch turns itself off. Turn it on again. Conversations created before the reconnect are not covered.
  • While the connection is not working, replies are picked up when it works again.
  • Your own apps only. Never competitor apps you track.
To stop, turn off Post agent replies to the store. Nothing has to be removed in Intercom.

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 ticket 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.
The default requester email cannot be edited on the connection card. On the Integrations page, click Connect, choose Intercom, enter the new default requester email and authorize again. Reconnecting replaces the saved email.

Set up ticket rules

Configure which reviews become Intercom conversations