When you connect Intercom as an MCP server in DialLink, your AI agents can manage customer records, conversations, and tickets right during a call. They can identify callers, log interactions, create or update Intercom conversations, and even reference your Help Center to give accurate answers, all without leaving the conversation. Here’s what that looks like in real life.
Identifying the caller
A customer calls your support line. The AI agent instantly looks them up in Intercom using their phone number or email. If they already exist, it opens their record and reviews recent conversations to get context.
Logging the conversation
After the call, the AI agent automatically creates an Intercom conversation with the call summary and key tags (for example, billing, feature request, or urgent). This way, your support and sales teams always know what happened without having to transcribe or summarize manually.
Creating or updating tickets
If the caller reports a technical issue, the AI agent can open a new Intercom ticket right away. It fills in the issue type, priority, and any notes from the call.
Providing knowledge-based answers
When a caller asks a common question, the AI agent can search your Intercom Help Center in real time and quote the most relevant snippet. Your customers get accurate, approved answers instantly, while your team avoids repeating the same explanations.
By connecting DialLink with Intercom, you make every call part of your customer communication flow. Your AI agent can look up, log, and update Intercom records, keeping your team informed and customers well supported.