Guide to Configuring Intercom for Solve Email

Integration

• To set up Solve Email 2.0 for Intercom, you need to connect Intercom with Forethought through the integrations page. You can do this by navigating to Settings > Integrations.
  

  

Intercom Deployment

Authentication

Each Intercom workspace has its own access token, which Forethought uses to access data via the API. Follow these steps to update the token's permissions:

1. Navigate to Settings and select Developer Hub from the options.
   

   

2. From the list of available apps and workspaces, choose the one where you'd like to add the webhook.
3. A new window will appear showing basic information about the workspace (e.g., app name and description). From the left sidebar, select Authentication.
4. On the Authentication page, click Edit and enable the following permissions under the People and conversation data section:
   • Read and write users
   • Read conversations
   • Write conversations
   • Read tags
   • Write tags
   • Write data attributes
   • Read counts

Webhook

The webhook for Solve Email 2.0 is the same as the one used for OneChat conversations. If you already have OneChat for Intercom configured, no new webhook setup is needed; only the topics listed below must be added.

Add a new webhook

1. In the left sidebar, select Webhooks.
2. On the Webhooks page, click Edit and update the Endpoint URL field with: https://app.forethought.ai/intercom/webhook
3. Add the following topics in the Topics section:
   • conversation.user.created
   • conversation.user.replied

Regenerate Token

Once the Authentication and Webhook configurations are complete:

1. Select Test and Publish from the sidebar.

2. Click Regenerate Token to apply the updated permissions. A new token has been created. This token needs to be updated on Forethought’s credentials side.

Create and customize an email response

After successfully integrating your Intercom instance with Forethought, you can now create and customize email responses in your Forethought dashboard. To learn how to create and customize an email response, please refer to the following articles:

1. How to create a response in Solve Email?
2. How to add text to an email response in Solve Email?
3. How to add buttons to an email response in Solve Email?
4. How to add images to an email response in Solve Email?
5. How to add feedback to an email response in Solve Email?
6. Solve Email supports HTML and CSS (Beta)
7. How to add static articles to an email response in Solve Email?
8. How to add a dynamic article to an email response in Solve Email?
9. How to add a response to Solve Email Journey Map?
10. How to preview email responses in Solve Email?

Publish your workflow

Default Context Variables

• Some default Context Variables will be defined and can be utilized as input in actions, conditions, or responses right away.
  
  • $First Name: Inferred based on the $Full Name. It’s mapped from the first word of $Full Name
  • $Full Name: Name of the Intercom user requesting the ticket
  • $Email: Email of the user requesting the ticket
  • $Ticket Tags: Intercom tags associated with the tickets
  • $Ticket ID: ID of the incoming tickets

Mapping Custom Fields to Context Variables

In the context variable configuration interface, we can now map Intercom custom fields to context variables as follows: