Staircase integrates with Intercom to pull in client communications via this channel and analyzes them with our AI and machine learning models.

Someone with admin permissions in both Intercom and Staircase AI should take these steps to setup.

Login and click the cog from the left side panel to open Settings > Integrations > and click the Intercom card. Select 'Connect'.

Click 'Authorize access' and enter your Intercom credentials when prompted.

To pull in Intercom chats as tickets into Staircase, once connected, click on the 'tickets' section of Staircase and click the option to 'Synchronize Intercom tickets as tickets in Staircase AI' and click 'save'. This will now begin to import historical (up to the last 12 months) Intercom tickets for the accounts you onboarded to Staircase.

That's it! Now Staircase AI is connected to your Intercom channel of communication. And you can see relevant communications under the 'Activity' tab for any customer on their overview page.

If you wish to also pull in the high level usage metrics Intercom tracks, you can do so by clicking on the 'usage metrics' tab and matching the property name to the account matching type (we recommend using CRM ID as best practice).

Once this is done, click save and head to the hyperlink at the bottom of the card to map in your usage metrics from Intercom into Staircase under Settings > Configurations > Fields > Account Fields > Custom Fields.

Click 'Disconnect' from the Intercom card in the Staircase Integrations settings section.