Intercom

Track admin login activity and seat utilization across your Intercom workspace

About Intercom

Intercom is a customer messaging platform that provides live chat, bots, and helpdesk tools. Connecting Intercom to Harmony gives IT teams visibility into who has paid inbox seats, admin login activity, and seat utilization — helping optimize costs and manage access.

What the Intercom integration enables

Capability	Description
User Discovery	Surface all Intercom admins in Harmony's software inventory
Login Tracking	Monitor admin sign-in activity for security and usage insights
License Visibility	Identify paid inbox seats vs. light/free collaborator accounts
Multi-Instance Support	Connect multiple Intercom workspaces for organizations with separate teams

Prerequisites

• Intercom Admin access: You must be a workspace admin to create apps in the Developer Hub
• Access Token: Generated from a private app (see below)
• Harmony Account: Active Harmony workspace

Connect Intercom to Harmony

Step 1: Create a Private App and Get an Access Token

1. Log in to Intercom and go to Settings
2. Scroll down to Integrations and click Developer Hub
3. Click New App, give it a name (e.g. Harmony), and click Create App
4. You'll be redirected to the app page — navigate to Configure > Authentication
5. Copy the Access Token

Keep your access token secure. Treat it like a password — never share it with third parties.

Step 2: Navigate to Integrations

1. Log in to your Harmony dashboard
2. Go to Settings > Integrations
3. Find Intercom under SaaS Applications and click Connect

Step 3: Enter Credentials

1. Paste your Access Token
2. Click Connect

For organizations with multiple Intercom workspaces, you can add multiple instances by repeating this process for each workspace.

What Harmony Syncs

From Intercom:

• Admin users (name, email, team membership)
• Seat type (paid inbox seat vs. light collaborator)
• Admin sign-in activity (timestamp, IP address, sign-in method)

Where to find Intercom data in Harmony:

• Applications — Intercom appears as a discovered application with seat and usage details
• People — Each employee's profile shows their Intercom seat type and last login

Disconnect Intercom from Harmony

1. Log in to your Harmony dashboard
2. Navigate to Settings > Integrations
3. Find Intercom under SaaS Applications and click the integration card
4. Click Disconnect
5. Confirm the disconnection when prompted

Once disconnected, Harmony stops syncing data from Intercom. Previously synced data remains available in Harmony.

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Use Cases

License Optimization

Identify admins with paid inbox seats who haven't logged in recently. Reclaim unused seats to reduce your Intercom subscription costs.

Access Review

Track which admins are actively using Intercom and confirm access is revoked during offboarding workflows.

Security Monitoring

Monitor admin login activity — detect unusual sign-in patterns, new IP addresses, or dormant accounts that suddenly become active.

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Troubleshooting

Data is not appearing after connection

Possible causes:

• The initial sync has not completed yet (may take up to 15 minutes)
• The access token does not have sufficient permissions
• The private app was not installed on the workspace

Solutions:

1. Wait up to 15 minutes for the initial sync to complete
2. Verify the app is installed: go to Developer Hub > your app > Test & Publish > Your Workspaces
3. If the issue persists, regenerate the access token and reconnect

Only some admins appear in Harmony

Possible causes:

• Intercom bot accounts (like Fin) are automatically filtered from inventory
• The API returns only workspace admins, not end-user contacts

Solutions:

1. This is expected behavior — Harmony tracks admin/agent seats, not customer contacts
2. Bot accounts (operator accounts) are excluded by design

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Data & Privacy

Key privacy principles

For information about how Harmony handles your data, see our Privacy Policy.

• Harmony accesses Intercom data in read-only mode and does not modify any data in your Intercom workspace
• Only admin/teammate data is accessed — customer contact data is never synced
• Integration can be revoked at any time from Harmony settings