Before you start
- In Justwon: you must be an owner or an admin of the workspace. An Intercom connection belongs to the whole workspace. See Roles.
- In Intercom: sign in as a teammate who is allowed to install apps in the Intercom workspace you want to connect. An Intercom admin can.
- Your password: Justwon does not ask for your Intercom password or an access token. You approve the connection on Intercom's own screen.
Install and connect
The steps start on the Available tab of Integrations. Selecting Intercom there opens the sheet Connect Intercom. It lists what Justwon reads and what it may do after you allow it.
- Sign in to https://app.justwon.ai and open Integrations.
- Open the Available tab, find Intercom and select it. Its card says Connect.
- Read the sheet Connect Intercom. It lists what Justwon reads and what it may do after you allow it.
- Select Connect Intercom. An Intercom window opens.
- Sign in to Intercom and choose the workspace to connect. Intercom lists the permissions Justwon asks for. Authorize them.
- The window shows Connected. Close it.
Justwon starts its first read as soon as the connection is made.
If your Intercom workspace is in the EU or in Australia, Intercom's sign-in page may ask you to choose your region. Choose the region of your workspace. If signing in with Google fails there, sign in with your Intercom email and password instead.
What Justwon reads and does
Justwon reads the conversations and tickets of your Intercom workspace, with the contacts and companies on them, and the list of Intercom admins, so it can match the people in a conversation to the people in your workspace. The first read goes back two years, counted from the last update. After that, Justwon keeps reading on a schedule.
Open the connection and its Configuration tab to decide what Justwon may do. Under What Justwon may do, nothing is ticked until you tick it:
- Reply to a customer on a ticket lets Justwon propose a public reply.
- Add a note to a record lets Justwon propose a private note that only your team sees.
A public reply and a private note both wait for a person to approve them. A reply reaches your customer and cannot be recalled, so Justwon asks first whatever the autonomy level of the workspace. Justwon does not close, assign or delete a conversation. See what the agent does.
Permissions
| Permission | What it is used for |
|---|---|
Read a single contact or company · read_one_user_or_company | Justwon reads a single contact or company from your Intercom so it can resolve them into one picture of each customer account. It does not change them. |
Read a single teammate · read_one_admin | Justwon reads one Intercom teammate at a time so it can match them to your own team, and show who owns what. |
Read contacts and companies · read_users_and_companies | Justwon reads contacts and companies from your Intercom so it can resolve them into one picture of each customer account. It does not change them. |
Read conversations · read_conversations | Justwon reads conversations from your Intercom so it can resolve them into one picture of each customer account. It does not change them. |
Read teammates · read_admins | Justwon reads Intercom's list of teammates so it can match the people on your customers' accounts to your own team, and show who owns what. |
Read tickets · read_tickets | Justwon reads tickets from your Intercom so it can resolve them into one picture of each customer account. It does not change them. |
Change conversations · write_conversations | Justwon can reply to ticket and add internal note in your Intercom, only when your team has approved it or has allowed that kind of action to run on its own. Each one is logged and shown to you with its sources. |
Change tickets · write_tickets | Justwon can reply to ticket and add internal note in your Intercom, only when your team has approved it or has allowed that kind of action to run on its own. Each one is logged and shown to you with its sources. |
Intercom shows these permissions on its own screen as well. Justwon asks for the two write permissions so that it can post an approved reply or note, and for nothing else beyond reading.
Disconnect
- Open Integrations and the Connected tab, and select the Intercom connection.
- Open the Configuration tab. Under Disconnecting, select the button for Intercom, then select Disconnect.
The sources it came from are closed, and are not shown or quoted again. After ten days Justwon removes the content it read from the tool; what Justwon worked out from it stays with the account. Reconnect within ten days to bring the sources back. Values filled in through field mappings are cleared, except a contract's dates. Nothing new comes in. What stays is the facts, scores and assessments, and the people and companies.
Justwon does not tell Intercom that you disconnected, so Justwon stays installed in your Intercom workspace until you uninstall it there.
Uninstall Justwon from Intercom
- In Intercom, open the apps installed in your workspace.
- Select Justwon and uninstall it.
If the connection does not finish
- Intercom's sign-in fails or does not find your workspace. Start again from Integrations. On Intercom's sign-in page, choose the region of your workspace. If Google sign-in fails there, use your Intercom email and password.
- A message says to sign in to Justwon and start again from the same browser. Sign in to Justwon in the browser you are using, then start again.
- The connection stops later. Select it and reconnect. The configuration and everything already read are kept. See a connection that is stuck.