Intercom Live Chat Guide

Authentication

Each Intercom workspace uses its own access token, which Forethought utilizes 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 conversations
    • Write data attributes
    • Write conversations

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.admin.closed
     • conversation.admin.replied

Regenerate Token

Whenever permissions change in the authentication section Intercom forces an API token regeneration, which means a new token needs to be created. Go to the Your workspaces section, click in the Regenerate token button for the workspace you changed the permissions, then click on the Install app button.

Integration

• To begin, you must integrate your Intercom instance with Forethought. To set up Intercom Live Chat, connect Intercom to Forethought via the integrations page. You can do this by navigating to Settings > Integrations.