Intercom integration

This document contains the steps needed to perform in order to successfully connect your Intercom account to Siena.

❗Note: Only an Admin can connect Siena with Intercom. Ensure you have the right permission on your Intercom account before you perform this integration

Integration Steps

Step 1 - Invite Siena AI Assistant User:

❗To be able to differentiate between Siena and other admins, you need to create an admin seat for Siena AI User. However, if you feel you prefer to use an existing admins, you can skip this step

Once logged in to Siena, Click on the Channels → Intercom → Connect Intercom button. This should show a modal that display a unique email address to you.

Then go to your Intercom workspace. On the bottom left of your screen, hover on your Profile Image, and click on Settings.

Then once on the settings page, Click on Add New teammates button and enter the email generated above for you, then click on Continue and Set Permissions. Toggle the Has Inbox Seat on, and set the permissions as shown below (leave others as is), the click on Send Invite.

Once that is done, kindly notify your assigned Siena Customer Success Manager to accept the invite for you.

Step 2: Accept Siena Invite (DONE BY THE SIENA TEAM)

Once the invite is received, we’ll complete the sign up.

Step 3: Connect Intercom

After the email modal, click on the Continue button, and it should display a section that asks for your workspace ID.

You can find your workspace ID in the URL when you are logged into Intercom. It will be a string of numbers and letters directly after apps/. So for example if your workspace url is https://app.intercom.com/a/apps/fnwhdxry/home the workspace ID is fnxwhdxry.

Step 4: Provide Consent for Siena to perform action

You will be redirected to a page where you give your consent for Siena to access your app. By toggling the arrows, you can read a quick description of what types of actions Siena will have access to, once provided.

❗Most of the permissions asked a read permissions to give the AI context on the brand and customers. The write permissions allows it to reply to conversation, add tags, assign and un-assign itself to tickets

Step 5: Select Admin User

After clicking on Authorize access on the page above, you will be redirected to Siena again, where you will have to select the user who will respond to your messages. If you did Step 1, you should see the Siena AI Assistant user and select it. However, you can choose other users you wish to use Siena to respond as (you can also change this later).

By clicking Add account, you have finalized the integration of your app with Siena.

Step 6: Manage Intercom Integration Settings

By clicking on the Connected Accounts section, you will get to an integration settings page, where you can do the following actions:

• Change the status of the integration (Active/Inactive). Keep in mind that if the status is Inactive, we won’t automate any of your messages.
• Manage admins. Here you can choose from your Intercom admin’s list the admin that you want to respond to messages.
• Disconnect channel. By removing the channel, you are removing all the data related to this channel. Keep in mind that if you disconnect this channel we won’t automate any of your messages, and if you want to re-connect the channel, you will have to perform the steps above again

Enjoy automating Intercom tickets with Siena!

If you have any further questions or need assistance, don't hesitate to reach out to our Customer Support team. We're always here to help!