You can connect Intercom as a tool for AI agent in DialLink. This lets your AI voice and messaging agents access customer and conversation data from Intercom during calls.
Requirements
Before connecting Intercom, make sure you have:
An Intercom account
Tip. We recommend creating a separate user specifically for the integration.
This helps you keep all AI-agent activity visible and separate from your team’s personal accounts. For example, if the AI agent reads or updates customer data in Intercom, these actions will appear under that integration user.At least the following permissions for that account:
Read and list users and companies: required for accessing Intercom User and Company data.
Read conversations: required for accessing Intercom Conversation data.
Steps to connect
In DialLink, go to Settings > Tool.
Desktop:
Mobile:
2. Click + to add a new tool.
Desktop:
Mobile:
3. Select Intercom from the list.
4. Click Create and authorize.You’ll be redirected to Intercom’s authorization page.
5. Log in with your Intercom credentials.
6. Select which scopes to grant DialLink access to, then click Authorize access.
Intercom is now connected as a tool for AI agent. Assign it to any AI agent so they can use Intercom data during calls.
Configure available actions
Once the tool is connected, you can control which actions are available for your AI agents to perform. By default, all actions are enabled. To update available actions:
In DialLink, go to Settings > Tools.
Open the connected Intercom integration.
In the Actions section, find the action you want to disable.
Turn the toggle next to the action to OFF.