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How to configure Intercom for integration with ONEiO


This document shows an example of what needs to be done in Intercom to make it integration-ready with an endpoint in your ONEiO subscription.

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This article gives an overview of the required steps to integrate ONEiO and Intercom. In this guide, we cover the following steps required for bi-directional communication between ONEiO and Intercom.

  1. Creating an Integration User
  2. Creating a Private App 
  3. Generating a Token and setting the Permissions
  4. Selecting API version


Sending messages from ONEiO to Intercom

ONEiO accesses Intercom by using Intercom REST API.


Creating an Integration User

If you want ONEiO to post replies into Intercom they need to come on behalf of an Intercom admin user, a teammate. You can either dedicate an existing user account or create a standalone (recommended).

Follow the steps below and add the email of the new admin user you want to add:

Monosnap General settings | ONEiO | Intercom 2023-08-14 10-54-48.png

Then click on the name of the user and you'll be redirected to the user page. You can retrieve the admin ID from the URL:

Monosnap Linda Damario | ONEiO | Intercom 2023-08-14 10-59-02.png

The minimum permission set required for this function is to be able to access conversations, either all of them or filtered on a team level. Once you have decided on a user, copy the ID (easily visible from the browser address bar) of the user and keep it handy for the stage when building the routing rule in ONEiO.


Creating a Private App 

To be able to interact with Intercom API, ONEiO needs a token. To generate a token, we first need to create an app in the Intercom Developer Hub.

Once you are logged in, click on "Your apps" page from the navbar and create a new app:

Monosnap Developer Hub | ONEiO | Intercom 2023-08-14 11-09-54.png

From here you will need to:

  1. Generate an Access token and set the Permissions
  2. Select the API Version


Generating a Token and setting the Permissions

Intercom automatically creates the Access token. All you need to do is copy and paste it into ONEiO's Intercom endpoint and define the permission scope.

Monosnap OAuth | ONEiO Integration app | Developer Hub | ONEiO | Intercom 2023-08-14 11-12-11.png

The permission scope would depend on your use case. The setup necessary for integrating Conversations, Tickets, Users and Companies is shown below:

Now that you have your token ready it can be copied to the ONEiO app Intercom Endpoint.


Selecting API version

After creating the app we need to change the API version to "Unstable". This is necessary for the polling of Tickets.

Monosnap Api Version | ONEiO Integration app | Developer Hub | ONEiO | Intercom 2023-08-14 11-31-11.png

Note: if you are not interested in Intercom tickets but only conversations, you can select Intercom's latest stable version (2.9).

You can read further about the endpoint configuration here


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