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The Intercom integration connects your Arca workspace to your Intercom account so your support and product teams can work from a shared context. You can link any Intercom conversation to an Arca task, view conversation details without leaving Arca, send internal notes to Intercom from a task, and automatically reopen conversations when task activity demands a follow-up.

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Requirements

  • You must be an Admin or Owner of the Arca workspace to connect and configure the integration.
  • You must have access to the target Intercom workspace and the ability to authorize third-party apps in it.

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Connect Intercom

1

Open Integrations settings

In Arca, click your workspace name in the top-left, then go to Settings → Integrations.
2

Open the Intercom integration

Find the Intercom card and click it.
3

Choose a default list

Before connecting, select the default list where tasks created from Intercom conversations will be added. This is required to proceed.
4

Authorize the app

Click Connect Intercom. You are redirected to Intercom to authorize the connection. Grant the requested permissions and confirm.
5

Return to Arca

After authorization, Intercom redirects you back to Arca. The integration page shows a connected badge with the name of the linked Intercom workspace.
Once connected, any workspace member can link one or more Intercom conversations to an Arca task.
  1. Open a task in Arca.
  2. In the task detail panel, find the Intercom section.
  3. Search for a conversation by its ID or by subject text.
  4. Select the conversation to link it.
The linked conversation appears as a card in the task, under the task attachments section. Click the card to view conversation details in a side drawer without leaving Arca. You can link multiple conversations to the same task and unlink them at any time.
Numeric searches match by exact conversation ID. Text searches match against the conversation subject. Messenger and chat conversations that have no subject are matched by checking their message body (the first message of the conversation).

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Send internal notes from Arca

From a linked conversation card inside any task, any workspace member can post an internal note directly to the Intercom conversation without opening Intercom. Internal notes are visible only to agents in Intercom and are not shown to customers.

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Create tasks from Intercom conversations

You can create a new Arca task from an Intercom conversation. The task is placed in the default list you configured during setup. After creation the conversation is automatically linked to the new task.

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Automate conversation reopening

Arca can automatically reopen linked Intercom conversations when specific task events occur. When a conversation is reopened, Arca also posts an internal note explaining the reason so your agents have context. You configure this behavior per workspace in Settings → Integrations → Intercom → Automate conversation reopening.
TriggerDefault
A task is completedOn
A task is canceledOff
A comment is made in a taskOff
Each toggle is independent. You can turn them on or off in any combination. Changes take effect immediately after you save.
Only conversations that are directly linked to the task at the time of the event are affected. Conversations linked after the event are not retroactively reopened.

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Disconnect Intercom

To remove the Intercom integration from your workspace:
  1. Go to Settings → Integrations → Intercom.
  2. Click Disconnect Intercom.
  3. Confirm the action.
Disconnecting removes the stored access token and stops all automatic conversation reopening. Existing conversation links stored on tasks are also removed and cannot be recovered. You can reconnect at any time, but all previous links will need to be re-created.
Only Admins and Owners can disconnect the Intercom integration. Disconnecting affects the entire workspace for all members.

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Troubleshooting

Make sure you selected a default list before clicking Connect. If the OAuth page showed a denial message, you may have clicked Cancel on the Intercom authorization screen. Try again and confirm the permissions.
Check that the relevant toggle in Automate conversation reopening is turned on and that you clicked Save after enabling it. Also confirm that the conversation was linked to the task before the triggering event occurred.
The workspace name shown in Arca is fetched during the OAuth flow and cached. Disconnect the integration and reconnect to refresh it.