Intercom
GuruSup's Intercom integration
If your support already runs on Intercom, you do not have to start from scratch to take it beyond chat. GuruSup, the omnichannel platform that plugs into your company's systems, connects through the Intercom API to look up and update the data each process needs, such as contacts, conversations and history. Its AI agents take on the use cases you choose and, to resolve them, check your CRM, your ERP or your ecommerce platform.
Your customers ask for things to get done, not just for answers: GuruSup goes into your systems and gets them done.
What GuruSup does with your Intercom data
Through the Intercom API, GuruSup looks up and updates the information each process needs: contacts, conversations and history. How far that connection goes is something you settle with our team during implementation, based on your use cases and the permissions you grant.
You set the scope. You pick the use cases that go into the pilot and leave the rest as they are, one at a time and with no rush.
Answers based on data, not guesswork. The agent checks your CRM, your ERP or your ecommerce platform before replying and applies your business rules.
The request gets done. It goes beyond the message: it processes the return, updates the address or creates the booking through the integrations you have connected.
Your Intercom help center as the starting point
Everything you have already written in Intercom stays useful. Your help center articles and your team's saved replies are the foundation for configuring the agents, and GuruSup adds the context that is currently scattered across other tools.
What is already written works from day one. Articles and saved replies become the first source the agents check.
Every department's judgement. GuruSup gathers information from sales, operations or finance so the agent answers the way your company would, not just the way the article says.
Always the current version. When you change a policy or a procedure, the knowledge is updated and the agents stop using the old version.
From in-app chat to WhatsApp, email and voice
Intercom shines in chat. GuruSup brings the same logic to the other channels: a single agent setup handles WhatsApp, email, web chat, voice and Instagram from its own channels, and the customer's context follows them when they move from one to another.
One setup for every channel. Use cases and business rules are defined once and work the same way on every channel.
Customers never repeat themselves. If they start on WhatsApp and carry on by email, the agent keeps what it knows about the request.
Grow at your own pace. Start with one channel and one use case, and add more once you are confident, without touching what already works.
When your team steps in, nothing gets lost
If a case needs a person, the conversation is marked as pending review and whoever picks it up has the whole thread in view. If you like, every reply can go out as a draft first and move to automatic only once the results justify it.
Escalation on your rules. You decide which use cases always go to a person and in which situations the agent stops.
Review before sending. The agent prepares the reply and your team approves it, the safest way to start a pilot.
Everything already checked, in view. The person who takes over the case sees the history and the data the agent has already reviewed in your systems.
When a system has no API
Almost every process is automated by calling the APIs of your tools. For systems that do not offer one there are other routes, so that process can be automated too.
Complementary connectors. Tools without a direct integration are connected through connectors such as MCP or Composio.
Working through the interface. On internal systems without an API, the agent can use the interface just as a person would.
Always with your authorisation. Every connection uses the credentials and the scope you approve.
Steps to connect Intercom
You grant API access
You give GuruSup access to the Intercom API with the permissions you decide.
We agree on which data is used
Together with your team, we set which Intercom information each process looks up and updates, whether that is contacts, conversations or history.
We prepare the first use cases
We choose the initial use cases, connect the systems they need and define your rules and limits.
We test and expand
You start with drafts on a real high-volume use case, review the results together and automate from there.
Access, permissions and where your data lives
You authorise access to Intercom from your own account and can revoke it at any time. Each integration works within the scope you approve, and a company-level instruction stops agents from showing internal identifiers in their replies.
GuruSup's infrastructure is hosted entirely in the European Union.
What you gain
What does GuruSup bring to a team that works with Intercom?
Here is how your operation changes when GuruSup's agents work with Intercom data and the rest of your systems. How far it goes depends on what you connect and which use cases you want to automate.
- Company profile
- Built for mid-market and enterprise companies, where answering a single query means going through several systems and departments.
- Conversation volume
- Made for high volume: repetitive work is resolved without anyone stepping in, and campaign peaks are covered without hiring more people.
- Beyond chat
- WhatsApp, email, web chat, voice and Instagram are handled by the same operation, and the customer's context moves with them from one channel to the next.
- Resolved queries
- The agent works out what the customer is asking for, resolves it and confirms it once the request is complete, without leaving them waiting.
- Data from your systems
- Before replying it checks your CRM, your ERP, your ecommerce platform or your billing, and carries out the request in those same tools.
- Languages
- Recognises each customer's language and replies in it, with 78 languages and switching without leaving the conversation.
- Available knowledge
- Your Intercom articles and saved replies, rounded out with what GuruSup gathers from the other departments.
- Hand-off to your team
- The case reaches your team with the whole thread and a draft ready to go, reviewed before it is sent.
- What gets measured
- Conversations resolved without human intervention, response and resolution times, and satisfaction broken down by channel and by agent.
Tell us what comes in through Intercom and we will tell you what can resolve itself
In a 20-minute demo we go through your most frequent queries, the systems we would need to connect and how much of the volume the agents could close without human intervention.
Browse all integrationsGuides you might find useful
Migrating from Intercom to GuruSup
The switch step by step: what knowledge carries over, how your team keeps working in Intercom during the pilot and which metrics show whether it worked.
GuruSup vs Intercom
How the two platforms compare on AI resolution, integrations, channels, pricing and rollout.