Connect Intercom with Topcalls AI voice agents
22 actions · 20 triggers · Last verified July 1, 2026
The short answer
Intercom is a customer messaging platform used by sales, marketing, and support teams. Connected to Topcalls, an AI voice agent can open a new Intercom conversation from a phone call, add internal notes for admins to see, tag conversations by outcome, and dial back the moment a contact replies inside the Intercom inbox.
What you can automate with Intercom
Open an Intercom conversation from a live call
When a caller mentions a support issue they never wrote in, Topcalls uses Create Conversation to open a fresh Intercom conversation from that contact. The AI voice agent summarizes the problem in the opening message, tags the conversation, and routes it to the right support team by name.
Leave an internal note on the conversation
The Add note to conversation action posts an admin-only note into the matching Intercom conversation the moment the voice agent hangs up. Topcalls captures agreed next steps, sentiment, and any promises made on the call, so the human agent picking up next sees the real context.
Tag conversations by call outcome
The Add/Remove Tag on Conversation action classifies each Intercom conversation with tags like called-back, resolved, or escalated. Topcalls picks the tag from the AI voice agent's outcome classifier, so support leaders can filter their Intercom views by what actually happened on the phone.
Call back when a contact replies
The Contact Replied trigger fires when a customer sends a message into an existing Intercom conversation. Topcalls extracts the phone number stored on the Intercom contact profile, opens with a script matching the last message, and places the call under sub-500ms response latency once the customer picks up.
Reassign the conversation to the right admin
After a Topcalls voice call escalates a support issue, the Assign conversation to an admin or a team action routes the Intercom thread to the correct human. The voice agent picks a team by expertise, so billing questions go to billing and technical questions go to engineering.
Intercom actions
What your AI voice agent can do in Intercom during and after a call.
Add note to conversation
Add a note (for other admins) to an existing conversation
Add Note
Add a note to a user
Add/Remove Tag on Company
Attach or remove a tag from a specific company.
Add/Remove Tag on Contact
Attach or remove a tag from a specific contact.
Add/Remove Tag on Conversation
Attach or remove a tag from a specific conversation.
Assign conversation to an admin or a team
(Re)assign conversation to a specific admin or team.
Create Article
Creates a new article in your Help Center.
Create Conversation
Creates a new conversation from a contact.
Create Ticket
Creates a new ticket.
Create or Update Lead
Create or update an Intercom lead.If an ID is provided, the lead will be updated.
Create/Update User
Update a user within intercom given an email address.
Create User
Creates a new user.
Find Company
Finds an existing company.
Find Conversation
Searches for conversations using various criteria
Find Lead
Finds an existing lead.
Find User
Finds an existing user.
Retrieve a Conversation
Retrieves a specific conversation by ID.
List Tags
List all tags.
Reply to conversation
Reply (as an admin) to a conversation with a contact
Send Message
Send a message to a contact (only allowed by admins)
Update Ticket
Updates an existing ticket.
Custom API Call
Call any Intercom REST API endpoint directly from your workflow.
Intercom triggers
Events in Intercom that can start a Topcalls call automatically.
Contact Replied
Triggers when a contact replies to a Conversation in Intercom.
Updated Contact
Triggers when a contact is updated.
Conversation assigned to any Intercom admin
Triggers when a conversation is assigned to an admin
Conversation Closed
Triggers when a conversation is closed.
Tag added to a conversation part
Triggers when a conversation part is tagged.
Conversation was rated
Triggers when a conversation is rated
Conversation snoozed
Triggers when a conversation is snoozed
Conversation unsnoozed
Triggers when a conversation is unsnoozed
Lead Added Email
Triggers when a lead enters an email address.
Lead Converted To User
Triggers when a lead is converted to a user.
New Company
Triggers when a new company is created.
New Conversation
Triggers when a conversation is created by a user or lead (not an admin).
New Lead
Triggers when a new lead is created.
New Ticket
Triggers when a new ticket is created.
New User
Triggers when a new user is created.
Note added to conversation
Triggers when a note is added to a conversation
Reply from an Intercom admin
Triggers when a reply is received from an Intercom admin (not a user or lead)
Reply from a user or lead
Triggers when a reply is received from a user or lead (not an admin)
Tag Added to Lead
Triggers when a tag is added to a lead.
Tag Added to User
Triggers when a tag is added to a user.
Frequently asked questions
Can Topcalls open an Intercom conversation from a call?
Yes. Create Conversation starts a new Intercom conversation from any linked contact the moment a Topcalls voice agent decides one is needed. The opening message is written from the call transcript, and the conversation carries any tags the AI voice agent assigns on the way out.
Does Topcalls add notes to existing Intercom conversations?
Yes. The Add note to conversation action posts an admin-only note visible only to the support team. Topcalls writes the note the moment a call ends, so the next human agent opening the conversation sees the summary, sentiment, and any promises the AI voice agent made.
Can Intercom conversation events trigger a Topcalls call?
Yes. Triggers like Contact Replied, Conversation Closed, and Tag added to a conversation part surface Intercom activity to Topcalls. The AI voice agent uses the event to place an outbound call at $0.35 per minute to the phone number stored on the Intercom contact profile.
Does Topcalls tag Intercom conversations by call outcome?
Yes. Add/Remove Tag on Conversation applies tags like resolved, callback, or escalated to the Intercom thread. Topcalls maps the AI voice agent's outcome classifier straight to those tags, so support leaders can filter their Intercom views by real call results without a manual step.
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