Setting up Intercom Articles & Tickets as a Source

Setting Up Intercom Articles as a Source

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Access Required
Guru Access: You need to be an Admin, Source Creator, or relevant custom role to set up Sources
Intercom Access: Any Intercom user can authorize the connection. No additional roles or license types are required. The integration uses OAuth 2.0 for authentication.

Navigate to Manage > Sources.
Select Intercom Articles from the icon menu.
Authorize your Intercom account.
Select the workspace to sync.
Assign which Guru Groups can access this source.
Click Connect to finalize setup.

Objects Synced

Primary objects are the objects used to generate the search record.

Articles	Title	Body	Article ID	Web UI URL	Tags
Primary Object: Published help center articles	Article Titles	Full HTML body	Unique Intercom ID	Direct Link	Indexed metadata

Setting Up Intercom Ticketing as a Source

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Access Required
Guru Access: You must be a Workspace Admin in Guru to add external sources.
Intercom Access: Requires a user with access to the conversations endpoint via Intercom’s API (usually any user with standard permissions).

Navigate to Manage > Sources.
Select Intercom from the icon menu.
Authorize your Intercom account.
Authorize with Intercom via OAuth.
Choose the workspace to sync from.
Assign which Guru Groups should access this source.
Click Connect.

Objects Synced

Primary objects are the objects used to generate the search record.

Common Model / What You'll See During Setup	Objects/Data Brought In	Key Fields
Ticket	Primary Object: Intercom conversations	• Name • Description • Status • Priority • Contact • Creator • Ticket Type • Ticket URL • Remote created at • Remote updated at • Completed at • Remote ID • Remote data
Contact	Intercom contacts	• Name • Email address • Phone number • Account • Remote ID • Remote data
Account	Intercom companies	• Name • Remote ID • Remote data
Comment	Intercom conversation replies/parts	• HTML body • Remote created at • User • Contact • Ticket • Remote ID • Remote data
User	Intercom admins/teammates	• Name • Email address • Remote ID • Remote data
Team	Intercom teams	• Name • Remote ID • Remote data
Tag	Intercom tags	• Name • Remote ID • Remote data
Attachment	Files attached to conversations	• Ticket • File name • File URL • Remote created at • Remote ID • Remote data

Permissions

When you connect Intercom as a source in Guru, you'll permission that content in Guru. Learn more here.
If someone is not provided with access in Guru to this source, they will not see Intercom results in searches or when chatting with Guru.

Frequently asked questions about setting up Intercom as a Source

What conversations are included? All active and closed conversations are included.

Can I include private notes? Currently, the integration includes only message threads—private notes are not synced.