Intercom + Maintouch
Turn your Intercom conversations and help articles into content written in your customers’ words.
Overview
The questions customers ask support are the same questions they type into Google and ChatGPT. They sit in Intercom, phrased the way buyers really talk, and your content team rarely sees them.
Connect Intercom and Agent M can search your conversations, contacts, tickets and Help Center articles. Ask what people keep asking about a feature, then turn the answers into posts, FAQs and article updates that match the language customers use.
How it works
- 01
Connect with Intercom
Sign in with Intercom from the Connectors page. The connection is yours, and only you can use it at first.
- 02
Share it if you want
Turn on sharing to let teammates and their custom agents use Intercom through your account. Leave it off to keep it private.
- 03
Ask Agent M
Ask about conversations, tickets or articles in chat. Agent M reads Intercom through the connected account and answers from what it finds.
What you get
Search support conversations
Find the conversations about a topic or feature and read the full thread, so your content answers the questions customers really ask.
Your Help Center as a source
Search and read your articles and collections to see what you already explain, and where the gaps are.
Write back when asked
Agent M can create and update Help Center articles, add internal notes and create tickets.
Feed content refreshes
Name Intercom in a content update’s instructions and the run reads it, read-only, carrying over patterns without quoting or naming customers.
Permissions
Conversations and tickets List, search and read conversations, and search tickets.Contacts and companies Look up contacts, companies, tags, admins and teams.Help Center Search and read articles and collections. Create and update articles when asked.Replies, notes and tickets Reply to a conversation, add an internal note or create a ticket when asked.Questions
Whose Intercom account does Agent M use?
Yours, if you connected one. Otherwise a teammate’s shared account, and Agent M says whose it is when it uses it.
Does Maintouch change anything in Intercom?
Only when you ask in chat or a custom agent’s instructions call for it. Content refresh runs only read.
Will customer names end up in my posts?
Content refresh runs are told never to quote or name a customer, contact or company from support conversations. They carry over the general point, not the person.
