Connect Intercom and BeforeQuery indexes resolved conversations and tickets into your knowledge base — the answers your team wrote in the Messenger and the inbox, reusable and citable across the widget, the bots and support-form deflection.

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Prerequisites

  • An Intercom workspace, and an admin who can authorise an app on it.
  • Your Intercom region — US, EU or AU. It is chosen before you’re redirected, because an EU workspace’s admin sent to the US app is told the app does not exist.
  • A BeforeQuery workspace owner role.

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Data ingested

One resolved conversation or ticket, one document:
  • The subject as the title
  • The whole thread, each message labelled Customer or Support Agent
Anything already indexed is never re-fetched.
A conversation has no public address, so citations to one render as plain text rather than a link.

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Set up conversation indexing

Intercom indexing runs through a workspace-level helpdesk integration plus a knowledge base Resolved Tickets source:
1

Connect Intercom to your workspace

In the dashboard, open Workspace → Helpdesk Integrations, add Intercom, choose your region, and click Connect Intercom. You’ll be sent to Intercom to approve the app and returned when it’s done — there is no API key to create or paste.
This same connection powers copilot drafts and deflection, including live Messenger chats. Deflection is off until you turn it on.
2

Add a Resolved Tickets source

Open Knowledge Base → Sources → Add source, choose Resolved Tickets, select the Intercom integration, and click Add. Resolved threads are normalized and indexed like any other document.
3

Verify

Once the sync finishes, check Documents for conversation threads and test a recently solved question in the Playground.
Customer conversations contain PII. Enable PII masking so emails, phone numbers, and identifiers are masked before storage and before any LLM call.

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Conversations and tickets

Intercom holds both, and they are not the same object. A conversation is every Messenger chat and every inbound email — every workspace has them. A ticket is a layer added on top, which many workspaces never turn on. BeforeQuery reads conversations, so indexing works whether or not your team uses Tickets. Back-office and Tracker tickets are skipped: the first has no customer on it to answer, the second is a container rather than a question.

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Keeping content in sync

The Resolved Tickets source re-syncs every 5 minutes — there is no schedule to configure, and Sync on the source’s page runs one now if you cannot wait. Tickets already indexed aren’t re-fetched, so the cadence doesn’t spend your Intercom rate limit twelve times an hour. See Sources Overview.

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Troubleshooting

  • The connect button returns an error? The region is wrong. An EU or AU workspace must pick its own region before being redirected.
  • Nothing indexed? Check there are closed conversations in the workspace — open ones are not indexed, since an unresolved thread is not an answer.
  • Keeping conversation knowledge internal? Mark those documents restricted so they answer only for workspace members, or isolate them in an internal source group.