Intercom

Maven provides an integration that allows it to participate in Intercom workflows via a Custom Action.

Configure Maven

To get started, install the Intercom App from the Maven App directory:

Create an authentication token to be used between the services using a random number generator (e.g., openssl rand -hex 32). Configure that secret during the installation. Also, provide a comma-separated list of escalation topics that can signal to Intercom that Maven thinks it should escalate the conversation to a ticket (this can be tuned later).

Configure Intercom

Navigate to Settings -> Integration -> Authentication in Intercom and create a record for the token created above.

The Maven Custom Action will return its response into a custom attribute on the conversation. Navigate to Data -> Conversations and add custom attributes for Maven Response and Maven Status.

The action itself is an API call to Maven with a URL that encodes both your organization and agent ID. Navigate to Settings -> Integration -> Custom Actions and create a new record.

On the About page, set the Action Usage to be Workflows and Help Desk.

On the API Connection page, set the URL to:

https://intercom.onmaven.app/api/{ORG_ID}/{AGENT_ID}/webhook

Replace {ORG_ID} and {AGENT_ID} with your actual organization and agent IDs. Configure the authentication token from above as an authorization header.

The request values need to be mapped to a JSON structure using Intercom values as shown below. Use the Intercom variable tool to inject Last Message Body, Maven Status, Conversation ID, Last Message ID and optionally User ID.

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{
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  "conversation_id" : "$CONVERSATION_ID",
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  "q": "$LAST_MESSAGE_BODY",
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  "message_id" : "$LAST_MESSAGE_ID"
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  "status" : "$MAVEN_STATUS",
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  "user_id" : "$USER_ID",
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}

On the Test Response page, provide arbitrary values and ensure that a response comes back in the proper form.

Once the message is returned, map the response values for text and status to the conversation attributes created above.

Integrating into a Workflow

To integrate the custom action into a workflow, add it to the flow using Intercom’s builder.

Logging

Action logs are available in the logs panel of the Intercom Custom Action.

Limitations

The major limitation is that streaming responses are only available through Maven’s chat interface and not through third-party chat interfaces like those of Intercom.