What is Ordemio’s Intercom Integration?
The Intercom integration connects Ordemio’s AI support agent to your Intercom workspace. It allows the AI to handle conversations, assist human agents, and deliver faster, more personalized responses.
How it works (step by step)
Open your Ordemio dashboard.
Go to Integrations > Applications, then select Intercom.
Click Connect.
Authorize access.
Ordemio will request permission to access your Intercom data (team, tickets, messages, etc.).
Define assistant behavior.
Bot user → Select the agent seat or Fin bot on whose behalf the Ordemio AI agent will respond.
If you choose an agent seat, it can be anyone on your team.
To use Fin, it must already be active in your Intercom workspace.
In the Fin settings page, you can also set up a custom bot name (e.g. “Ordemio AI Support”) and avatar.
Assign to → Choose a human agent or team for fallback when:
A customer specifically requests to speak with a human.
The bot doesn’t know how to respond.
Add response as internal note → The AI prepares a draft reply as a private note instead of sending it directly to the customer.
💡 Business value: Ensures quality control by letting agents review and edit replies before customers see them. It’s also useful when you’re just starting with Ordemio and want to observe how it performs in real conversations. When this option is active, the AI will generate only one response for the first message.
Click Save.
Confirm connection.
Return to Integrations > Applications to confirm Intercom is connected. You’ll see two options: Change and Disconnect.
Optimization options (Change settings)
Integration is active
Quickly enable or disable the integration.
💡 Use case: Temporarily pause AI without disconnecting.
Bot user / Assign to
Adjust your initial setup choices anytime.
Process messages from channels
Choose whether the AI should process chat, email, or both.
Process messages that are not assigned to anyone
When this option is On, the AI automatically handles all new, unassigned conversations. This is the default approach for implementing an AI agent in Intercom, and we recommend using it for faster replies and a fully automated chatbot experience.
When this option is Off, the AI will only reply to conversations that are explicitly assigned to the Bot user. Assignments can be made manually by an agent, through Intercom workflows, or by setting the Bot user as the Default Assignee in Settings → Inbox → Assignments. This setup gives you tighter control, since the AI only engages with conversations you intentionally route to it.
💡 Business value: Useful when you want tighter control, allowing the AI to engage only with specific conversations routed to it.
Add response as internal note
Use this mode while testing new AI replies, so human agents can edit before sending.
Retrieve data from Intercom
Choose which user fields (e.g. plan, status, tariff) the AI can pull into conversations. This data is used to add context to replies, so answers are accurate and relevant to each customer.
⚠️ Note: These fields must already be configured/defined in Intercom before they can be retrieved and used by the AI.
💡 Business value: Personalized responses with less back-and-forth — the AI knows the customer’s situation and can guide them correctly (e.g. confirm if a feature is included in their plan or explain how to upgrade).
Tag conversation
Automatically apply tags to conversations based on triggers.
When this toggle is activated, an Advanced Tagging Rules box appears. Here you can define rules.
Example (inside the box):
If user asks about "pricing" : tag_pricing
⚠️ Note: Tags must already be created in Intercom before you can use them in the integration. Along with your custom tags, make sure to also define the tag ordemio-ai-replied for tracking AI responses.
💡 Business value: Easier filtering, faster routing, and clearer reporting for your support team.
Why use the Ordemio AI agent versus Intercom Fin?
Smarter answers via tailored agents and better use of docs, APIs, and knowledge bases.
3–5x more cost-effective with per-answer pricing vs. per-resolved-case pricing.
Multichannel support: Website, Intercom Messenger, Slack, Discord, documentation, and more.
Multi-agent setup: Deploy different AI agents for specific channels, products, regions, employees, and users.
Advanced features like content gap reporting, in-product widgets, user data API and API actions, etc.