Overview
Intercom is a customer messaging platform used by thousands of support and sales teams to manage conversations at scale. Integrating Nexura with Intercom allows your AI agents to work alongside human support reps — handling routine queries automatically and escalating complex issues with full conversation context intact. The handoff is seamless, so customers never feel the transition.
Configuration Steps
In Nexura, navigate to Integrations → Intercom
Connect your Intercom workspace via OAuth
Define escalation rules — specify when an agent should hand off to a human rep
Configure how conversation history and user data are passed to Intercom on handoff
Map Nexura user attributes to Intercom contact fields
Set up an Intercom inbox or assignment rule to receive escalated conversations
Test with a sample escalation and confirm the conversation appears in Intercom with full context
