> For the complete documentation index, see [llms.txt](https://docs.harmony.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.harmony.io/integrations/saas-applications/intercom.md).
# Intercom
### 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**
{% hint style="warning" %}
Keep your access token secure. Treat it like a password — never share it with third parties.
{% endhint %}
#### 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**
{% hint style="info" %}
For organizations with multiple Intercom workspaces, you can add multiple instances by repeating this process for each workspace.
{% endhint %}
### 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)
{% hint style="info" %}
**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
{% endhint %}
### 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.
***
### 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.
***
### 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
***
### Data & Privacy
Key privacy principles
For information about how Harmony handles your data, see our [Privacy Policy](https://harmony.io/privacy).
* 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
---
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