Article Quick Links:
- Configure Your Intercom Instance
- Configure Intercom Glass in Ada
- How to Use the Intercom Glass Live Agent block
- Configuring Tags in the Intercom Block
- Off Hours
- Chatter Experience
- Intercom Live Agent Experience
Ada Glass for Intercom helps you create a seamless handoff from your chatbot to a live agent in Intercom, all from within Ada. To use Ada Glass for Intercom, you must have an Intercom account.
Configure Your Intercom Instance
Before setting up the Ada Glass for Intercom integration in Ada, do the following, in Intercom:
- Create a Private App specifically for Ada.
- Retrieve an Access Token. (The Access Token will be used by Ada to handoff conversations to agents assigned to your Intercom instance.)
- Grant appropriate permissions.
- Add Webhooks.
- Create Ada conversation custom attributes.
- Create Intercom Teams.
- Create Intercom Tags.
Create a Private App in Intercom:
To set up a private app in Intercom, you need to have access to the Intercom developer hub. To grant access to the developer hub, navigate to Settings > General > Teammates (Select the user here) > Permissions and Roles → Apps and Integrations. Then turn on the following permissions for the desired user:
- Can access developer hub
- Can install, configure and delete apps
Once this is done, follow these steps to create a new app:
- Navigate to Settings > Developers > Developer Hub
- This will open up the Developer Hub page, then click New App.
- Create a new private app, and call it “Ada Integration.”
Retrieve an Access Token:
- To retrieve your Access Token: Go to the Developer Hub, Select the Ada Integration app, click Configure > Authentication > Access Token. Copy the Access Token and save it in a safe place.
- Ensure that you grant the appropriate Permissions—select the following(reference the screenshot below) under “People and conversation data” and “Workspace data.”
- These can be accessed in the Developer Hub > Configure > Authentication > Permissions.
Access your Intercom Webhooks by navigating to Developer Hub > Configure > Webhooks. Add the Ada webhook URL(https://sparta.svc.ada.support/webhook) and enable the webhook topics listed below.
Click on the Edit button on the top right corner and enter these details:
Your Request Endpoint URL (Ada Webhook URL): https://sparta.svc.ada.support/webhook
Create Ada Conversation Custom Attributes:
Custom attributes are used during handoff when the conversation is created. Ada uses custom attributes as identifiers for both the conversation, and the chatter.
- Create two Ada conversation custom attributes (ada_conversation_id, ada_user_id).
- Navigate to your Intercom Agent Workspace > Settings > Instance Name > Data > Conversation data. Click the Create Attribute button to add a new attribute, and name it “ada_conversation_id”. Follow the same steps to create the “ada_user_id” attribute, as well.
Create Intercom Teams
If you would like to route a conversation to a specific department, you will be required to create a team. This can be done by performing the following action under Settings. General > Teams & roles. Click new Team and fill in the empty fields.
Create Tags in Intercom
View and manage Intercom tags by navigating to the Settings page and under the *Your Workspace Name* data tab, click on the Tags item. Create your first tag by clicking the New tag button. If you have pre-existing tags created, you may find the New tag button on the top right corner of the Tags screen. After you name your new tag, click the checkmark beside the input field or press the Enter key to save it. The tag is now ready to use in Intercom and the Intercom block in Ada.
Configure Intercom Glass in Ada
To configure the Ada Glass for Intercom integration in Ada:
- Go to Settings > Integrations
- Scroll down to Handoff Integrations
- Click Configure next to Intercom Agent Chat.
- Input the Access Token from your Intercom instance in the dialogue window.
How to Use the Intercom Glass Live Agent Block
- Create a new Answer to handle handoffs to Intercom live agents.
- Click and drag the Intercom block from the block bar into the Answer.
- Add any applicable tags, such as "Ada." (These tags will be mapped to the conversation in Intercom.)
- Select the appropriate department from the Department dropdown.
- Click the Save button at the bottom of the screen.
- Train the Answer so that it is surfaced when chatters require a live agent.
Configuring Tags in the Intercom Block
The Intercom block supports the ability to add tags that will be attributed to Contacts (represented by the “People” column in Intercom’s tags interface) and Conversations. These are separated by two fields: Contact Tags and Conversation Tags.
In the above image, the Contact Tags field has been filled with three tags that will be attributed to the contact: contact1, contact2, and contact3. Adding a tag in this field will reference an existing tag created in Intercom with the same name or, if a tag with the same name does not exist in Intercom, a new tag will be created in Intercom and automatically attributed to the Contact.
To add a new tag, type in the name of the tag, then add a comma (“,”).
The Conversation Tags field functions identically to the Contact Tags field, the only difference being that the tags will be attributed to the conversation created during the handoff. A tag can be used in both Contact Tags and Conversation Tags, and will attribute both the contact and conversation with the same tag. As a rule of thumb, while conversations will be transferred from Ada to Intercom immediately, tags will be delayed 30-60 seconds.
The Intercom API does not support automatic off-hours routing, we recommend using the Scheduled block to ensure that chatters are routed effectively. If chatters try to connect to agents before or after business hours, the Scheduled block will redirect them to a process that will handle an off-hours requests. Talk to your ACX Consultant for more info.
Once the chatter has confirmed they would like to speak with an agent, they will receive a message informing them to wait while they are connected a support agent.
When the chat is assigned to an agent, their name and Intercom avatar image will be provided to the chatter to identify who they are chatting with. The chatter will continue the conversation with the live agent in the same chat window that they were corresponding with the bot in, resulting in a seamless experience for the chatter.
Intercom Live Agent Experience
If you would like to have your chatter identified in Intercom, you can collect chatter's personal information and save them as variables. Below are the variable that are supported:
If the bot has captured the specific information from the chatter, such as the info listed above, it will be mapped to the chat, along with tags. Agents will also see the conversation the chatter had with the bot leading up to the handoff.
Tags In Action
You can find the contact tags displayed in the bot transcript forwarded to the chat interface as well as on the lead tags section on the right pane
The full transcript of the chat is visible in the Intercom transcripts, so an agent can have the entire context of the conversation to help solve customer issues.
Note: File transfers can only be done between the agent and the chatter at this time.