--- title: "How to set up an Intercom Handoff in a Brainfish Agent or Handoff Action" description: "Summary" canonical_url: "https://help.brainfi.sh/articles/how-to-set-up-an-intercom-handoff-in-a-brainfish-agent-or-handoff-action-Zu5gsvlVwk" md_url: "https://help.brainfi.sh/articles/how-to-set-up-an-intercom-handoff-in-a-brainfish-agent-or-handoff-action-Zu5gsvlVwk.md" --- # How to set up an Intercom Handoff in a Brainfish Agent or Handoff Action ## Summary This article shows how to set up an Intercom handoff in a Brainfish Agent or Handoff Action. It includes the JavaScript callback you can paste into either an agent action (under the **Agents** tab) or a standalone Handoff Action (under the **Actions** tab). Nothing needs to be configured inside Intercom — the snippet just requires Intercom to already be loaded on the page. ## Code implementation Paste the following into your Brainfish action's **Callback** field: ```javascript /** * Brainfish callback button handler * * @param {string} query * @param {string} answer */ function (query, answer) { // 🔍 Debug: confirm callback fires console.group("[Brainfish → Intercom handoff]"); console.log("Query:", query); console.log("Answer:", answer); console.groupEnd(); // Close Brainfish HelpWidget (non-fatal if unavailable) try { window?.Brainfish?.HelpWidget?.close("brainfish-trigger-button"); console.log("[Brainfish] HelpWidget closed"); } catch (e) { console.warn("[Brainfish] Failed to close HelpWidget", e); } // Safety: Intercom must exist if (typeof window.Intercom !== "function") { console.warn("[Brainfish → Intercom] Intercom not loaded yet"); return; } // Helper to keep payloads safe const safeString = (v, max = 1200) => { if (v == null) return ""; const s = typeof v === "string" ? v : (() => { try { return JSON.stringify(v, null, 2); } catch { return String(v); } })(); return s.length > max ? s.slice(0, max) + "…(truncated)" : s; }; const transcript = `I asked this question: ${safeString(query, 1500)} And I received this AI answer: ${safeString(answer, 2500)} `; // 🔍 Debug: payload going to Intercom console.group("[Brainfish → Intercom payload]"); console.log("Prefilled message:", transcript); console.groupEnd(); // Optional: lightweight metadata on the user (keep these short) window.Intercom("update", { bf_handoff_source: "brainfish", bf_last_query: safeString(query, 255), }); // Open Intercom with a prefilled message window.Intercom("showNewMessage", transcript); } ``` ## FAQ **Q: What is an Intercom handoff?** A handoff routes the conversation to a human in Intercom when the user wants more personalised help, ensuring continuity from the AI to live support. **Q: How is context transferred during the handoff?** The callback receives `query` (the user's original question) and `answer` (the AI's reply) directly from Brainfish. The snippet above formats both into a single prefilled message that Intercom opens via `showNewMessage`. It also writes two lightweight tags onto the Intercom user record (`bf_handoff_source` and `bf_last_query`) so your support team can identify Brainfish-originated conversations and filter on them. **Q: Do I need to configure anything inside Intercom?** No. The snippet calls Intercom's standard `showNewMessage` and `update` APIs, which are already available on any page that loads the Intercom Messenger. **Q: What if Intercom hasn't finished loading when the user clicks the handoff button?** The snippet returns early with a console warning. To prevent the issue entirely, ensure Intercom's bootstrap script is in your page `` so it loads before the user interacts with the Brainfish agent. ## Related articles - [How to Configure a Custom JavaScript Callback for a Handoff Action](/articles/how-to-configure-a-custom-javascript-callback-for-a-handoff-action-LoVYnS5blN) — the parent article with the full callback setup flow. - [Zendesk Handoff Integration](/articles/zendesk-handoff-integration-IsfIIevyEG) - [Salesforce Handoff Integration](/articles/salesforce-handoff-integration-eAgjZ1vHh3)