Intercom Knowledge Sync

Integrate your team's knowledge directly from Intercom into Brainfish. By syncing your Intercom help center articles, you can keep your AI agent's knowledge up-to-date automatically, ensuring it always provides the most accurate and relevant answers based on your customer support documentation.

This guide will walk you through the process of connecting and syncing your Intercom help center as a knowledge source.

Step 1: Navigate to External Data and Add a New Source

Note: External Data is nested under the Knowledge section. Click Knowledge in the left-hand navigation first, then select External Data. This applies to all external data sources.

1. From your Brainfish Dashboard, click on Knowledge in the left-hand navigation menu, then select External Data.
2. Click the + Source button.
3. From the list of external data sources, select Intercom.

Step 2: Configure Your Intercom Connection

You will now see the "Configure Intercom" form. You'll need to provide a name for this source and your Intercom credentials.

Source Name: Enter a descriptive name for your connection, such as "Customer Support Docs" or "Help Center Articles".

Intercom API Key: To get your API key, you'll need to generate one in your Intercom account.

How to Get Your Intercom API Key

1. Log into your Intercom account at https://app.intercom.com
2. Navigate to Developer Hub
   • Click on your profile picture in the top-right corner
   • Select "Developer Hub" from the dropdown menu
3. Create a New App
   • Click "Create App" or "New App"
   • Give your app a descriptive name (e.g., "Brainfish Integration")
   • Click "Create"
4. Configure App Settings
   • In your new app, go to the "Configuration" tab
   • Look for "Access Tokens" section
   • Click "Create Access Token"
5. Generate API Key
   • Give your token a name (e.g., "Brainfish Knowledge Sync")
   • Select the appropriate scopes:
     • read access to Help Center
     • read access to Articles
   • Click "Create"
   • Copy the token immediately — you won't be able to see it again

Intercom Server: Select your Intercom server region:

• Production (default) — For most users
• EU — For European data centers
• AU — For Australian data centers

Paste the API Key: Return to Brainfish and paste the copied token into the Intercom API Key field.

Select Collections (Optional): Once a valid API key is entered, the Intercom Collections dropdown will populate with all the collections your app has access to. You can select specific collections or leave it as "All Collections" to sync everything.

Click the + Add Source button to finalize the connection.

Step 3: Sync and Verify Your Content

After adding the source, Brainfish will begin importing content from your Intercom help center.

1. On the External Data page, you will see your new Intercom source with a "Syncing" status. This process may take a few minutes, depending on the amount of content.
2. Once the sync is complete, the status will update to show the number of articles imported.
3. Click on the newly created Intercom catalog to view the list of imported articles. You can click the eye icon (👁️) next to any article to preview its content and ensure it was imported correctly.

Step 4: Enable the Source for Your Agent

1. On the External Data page, find your new Intercom source card. Click the three-dots menu (...) and ensure the source is Enabled.
2. Navigate to the Agents page from the left-hand menu.
3. Select the agent you want to train with this new knowledge.
4. In the agent configuration panel, go to Knowledge Settings.
5. Ensure that All sources is selected, or specifically add your new Intercom source from the dropdown menu.

Step 5: Test Your Integration

1. Open the Agent Playground or your website where the agent is deployed.
2. Ask a question related to the content in your synced Intercom help center.
3. The agent should provide a detailed answer based on the information from your Intercom articles.

You have now successfully synced your Intercom help center with Brainfish!

Troubleshooting

"Invalid Intercom API key" error

• Verify your API key is correct and hasn't expired
• Ensure the API key has the correct permissions (Help Center read access)

"No collections available" error

• Verify your Intercom help center has published articles
• Check that your API key has access to the help center

Support

If you encounter any issues during setup, please contact our support team with your Intercom workspace name and the specific error message you're seeing.

<!-- Reviewed by Theo Terdes, 2026-06-09 -->