Intercom

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Coming soon

The Intercom integration is rolling out gradually and is not visible in every dashboard yet. This page is a preview of how it works, so you can plan ahead.

If your website chat runs on the Intercom Messenger, Lyro can be the AI responder inside it. Customers keep writing in the Messenger they already know, Lyro answers instantly from your knowledge, and when someone needs a person the conversation goes to your own Intercom inbox - no new tools for your team, no new widget for your customers.

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Before you start

Like every channel, Intercom needs an active agent trained on your content - if you have not built one yet, start with Create your first agent. And if Intercom's own AI agent Fin is answering your Messenger, switch it off first: otherwise Fin and Lyro both reply and your customer gets two answers to every question.

How it works

1. Open Distribute > Channels > Intercom and select Connect.
2. Authorize Lyro in Intercom, using an account with access to the workspace you want answered.
3. Choose the Intercom teammate Lyro replies as. Create one in Intercom named after your agent, give it an inbox seat, then pick it here. Lyro will not answer anything until you have.
4. Choose the ticket type Lyro uses for the offline handoff, if your workspace has more than one to choose from.
5. Done - Lyro answers new Messenger conversations from that moment on. Use the test Messenger on the same page to try it.

Lyro replies as an Intercom teammate, so its answers appear in the Messenger and in your Intercom inbox exactly where your team already looks. The same conversation also shows up in your Lyro inbox, so you can watch it from either side.

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Messenger only

Lyro answers Messenger conversations. Email, WhatsApp, SMS and social conversations in your Intercom inbox are left entirely alone, and so are conversations your team starts outbound.

Handing off to your team

When a customer asks for a person - or your escalation rules decide it is time - Lyro checks whether anyone on your team is online, and then does one of two things.

If a teammate is online, Lyro unassigns the conversation and leaves it in your Unassigned inbox for your team to pick up, tells the customer to hold on, and goes quiet. If you have Intercom assignment rules that route unassigned Messenger conversations, they apply as usual. Your team replies in the same Messenger conversation; the customer never switches windows.

If nobody is online, Lyro creates an Intercom ticket linked to the conversation and tells the customer the team will follow up by email. It does not promise anyone is joining.

Connecting Intercom leaves a ready-made Hand off to a human (Intercom) procedure in your workspace. Add it to your agent from the agent's Escalation tab and both paths work; you can edit the wording like any other procedure.

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Online means "not away" in Intercom

Lyro follows Intercom's own away status: a teammate counts as available when they hold an inbox seat and have not set themselves to Away. That is a switch people set by hand, so someone who closes their laptop without setting it still reads as available. Turning on Intercom's automatic away mode (Settings > Inbox > Assignments) makes this much closer to who is really there, and we recommend it.

The offline path needs a customer-facing ticket type in your Intercom workspace. If you have exactly one, Lyro binds it when you connect; if you have several, pick the one you want on the Intercom page. Internal ticket types are invisible to the person who asked for help, so Lyro never uses one - if every type in your workspace is internal, the page says so and the offline path stays unavailable until you add a customer-facing type in Intercom.

When a teammate replies

The first time a person on your team writes in a Lyro conversation, Lyro stops answering it - permanently, for that conversation. Adding a tag, assigning it, or leaving an internal note does not count; only a reply the customer can see. New conversations are unaffected.

Disconnecting

Select Disconnect on the Intercom page in Lyro and the agent stops answering. Conversations already with a teammate are unaffected. To revoke Lyro's access to your data entirely, also uninstall the Lyro app in Intercom.

If Lyro's access is revoked or the app is uninstalled on the Intercom side first, the Intercom page shows the connection as broken so you can see why the agent went quiet.

Where to go next

• Train your agent before going live - see Knowledge.
• Decide when conversations should reach a human in Escalation.
• See every surface Lyro supports in Channels.