Overview

You can create and use your own Intercom partner credentials to connect to your customers’ Intercom workspaces. To set this up, sign up for an Intercom Developer account and create a public OAuth app.

The steps below walk you through the full setup process:

Instructions

Step 1: Create a Developer account and workspace

To develop a public app, you will need to use a development workspace: sign up here to create your free account.

Step 2: Create your OAuth app

1. After signing into your new developer account, go to Settings > Integrations > Developer Hub.

   

2. You should land on the Your apps section within Developer Hub, where you will create your OAuth app. Click New app in the lower left side

   

   1. Select an app name.

      

   2. You'll land on the Authentication page in your OAuth app.

   3. Click Edit

   4. Tick the Use OAuth option

   5. Under Redirect URLs, add https://app.merge.dev/oauth/callback

   6. Under Permissions, select all the access scopes you require.

      1. Here are the scopes to add if you want to provide a user-level experience.

         Scopes	Description
         Read and list users and companies	Read users and companies (including external users, i.e. contacts and accounts)
         Read one user and one company	Read details about a single user and company
         Read conversations	Read conversations, Intercom has conversations and tickets which are both mapped to Merge tickets
         Read tickets	Read tickets
         Read admins	Read user data, all internal users in Intercom get called admins

      2. Here are the scopes to add if you want to provide an admin-level experience.

         Scopes	Description
         Read and list users and companies	Read users and companies (including external users, i.e. contacts and accounts)
         Read and write users	List all users and execute bulk actions
         Read events	List all events belonging to a single user
         Read conversations	View conversations
         Write tags	Create update use and delete tags
         Read counts	Count users and companies with specified criteria
         Write users and companies	Create and update users and companies
         Read one user and one company	List and view a single user and company
         Write events	Submit events (i.e. user activity)
         Write conversations	Reply to mark as read and close conversations
         Read tags	List all tags
         Write data attributes	Create and update custom data attributes
         Read admins	List and view all admins
         Read one admin	View a single admin
         Read and list articles	List and view all articles
         Update admins	Update away mode for admins
         Read admin activity logs	List and view all admins and their activity in the app
         Read and write articles	Read update and create articles

   7. Click Save

3. Go to the Basic Information page, find and copy your Client id and client secret.

   

Step 3: Submit your OAuth app for review

Intercom requires a review from their team to make your OAuth app public, meaning one that can be used by your customers and allow you access to their workspace data. Here's Intercom's docs around this process.

You will need to provide

• An app description

• Submission Review Video

• clear instructions on how your customers can install your OAuth app

The app will be unlisted (vs listed).

Step 4: Enter your app's details in the Merge Dashboard

1. Navigate to the Integrations > Ticketing page in the Merge dashboard

2. Expand the Intercom selection and select Edit to enter your credentials, and eventually switch to them.

   1. Select Edit to enter your credentials

      

   2. Under select credentials, select My credentials

      

3. Populate your credentials:

   1. OAuth Client Id: Your Client ID from the first step

   2. OAuth Client Secret: Your Client secret from the first step

   3. Redirect URI: https://app.merge.dev/oauth/callback

      

4. Click Save