Platform
Features
Agent Studio
Build and customize your agent rapidly
Autonomous Engine
Use LLMs to guide conversations and tasks
Knowledge Bases
Train your bot with custom knowledge sources
Tables
Store and manage conversation data
Channels
Whatsapp Emblem
WhatsApp
Instagram Emblem
Instagram
Facebook Messenger logo
Messenger
Slack logo
Slack
All channels
Integrations
Hubspot Logo
HubSpot
Notion logo
Notion
Jira logo
Jira
Calendly logo
Calendly
All integrations
LLM Providers
OpenAI logo
OpenAI
Anthropic logo
Anthropic
Groq logo
Groq
HuggingFace logo
Hugging Face
All LLMs
Solutions
For
Enterprise
Automate mission-critical production workflows
Agencies
Provide sophisticated agent services
Developers
Explore a robust API for agent development
Customer Stories
Discover from successful customers how Botpress is transforming business worldwide.
By Industry
Ecommerce
Education
Finance
Hospitality
All industries
By Department
Sales
Engineering
Product
ITSM
All departments
By Use Case
Shopping Assistant
Lead Generation
Employee Experience
Ticket Management
All use cases
Resources
Essential
Academy
Learn to build through curated courses
Library
Resources to enhance your AI workflows
Blog
Insights and updates on Botpress and AI agents
building
Discord
Join thousands of peers and share ideas
Docs
Comprehensive guides and references
API
Reference material for use with external systems
LLM Ranking
Compare performance and cost for model providers
Videos
Tutorials, demos, and product walkthroughs
Changelog
Stay up-to-date on the latest Botpress updates
Partners
Become a Partner
Join our network of certified experts
Hire an Expert
Connect with partners and consultants
Docs
Enterprise
Pricing
Log in
ContactSign up
back to Hub

Intercom HITL

v2.0.0
Install on your Workspace
Maintained by Botpress Growth Team
  # Intercom HITL Integration

This integration allows Botpress to use Intercom as a HITL (Human in the Loop) provider. Messages from the bot will appear in Intercom, and agent responses will be sent back to the bot.

## Features

- Seamless integration between Botpress and Intercom
- Real-time message synchronization
- Support for text messages
- Automatic conversation session management
- Webhook-based event handling
- Agent assignment and conversation management

## Configuration

The integration requires the following configuration:

- `accessToken`: Your Intercom Access Token (required for API authentication)

## Intercom App Setup for Botpress Integration

This guide walks you through the setup and configuration of Intercom to enable integration with your Botpress chatbot.

### Step-by-Step Instructions

#### 1. Create an Intercom App

* Navigate to [https://app.intercom.com/](https://app.intercom.com/)
* Sign in to your Intercom account
* Go to **Apps** in the developer hub
* Click **"Create App"**
* Enter your app name (e.g., "Botpress HITL Integration")
* Click **"Create App"**

#### 2. Copy Access Token

* In your app dashboard, go to **Authentication**
* Copy the **Access Token** shown in the Access token section
* In your **Botpress Intercom integration config**, paste this Access Token

#### 3. Configure Webhooks

##### a. Conversation Events Webhook

* Go to **Webhooks** in your app dashboard
* Click **"Add Webhook"**
* Set the **Webhook URL** to your **Botpress Intercom integration webhook URL**
* **Subscribe to only these events:**
  * `conversation.admin.assigned`
  * `conversation.admin.closed`
  * `conversation.admin.replied`
* Click **"Save Webhook"**

### Summary of Required Botpress Config

* **Access Token**: From Intercom App Authentication
* **Webhook URL**: Provided by Botpress

## Usage

1. Configure the integration with your Intercom Access Token
2. Start a conversation session using the `startHitl` action
3. Messages from the bot will appear in Intercom conversations
4. Agent responses in Intercom will be sent back to the bot
5. Conversation state is automatically managed between Botpress and Intercom

> **Note:** When starting a HITL session, if the user's email does not exist as a contact in Intercom, a new contact will be created automatically. If the email already exists, the existing contact will be used for the HITL process.

## Support

For support, please contact the Botpress team or refer to the [Intercom API documentation](https://developers.intercom.com/docs).

## Troubleshooting

### Common Issues

1. **Webhook not receiving events**: Ensure your webhook URL is publicly accessible and properly configured
2. **Authentication errors**: Verify your Access Token is correct and has the required permissions
3. **Messages not syncing**: Check that the conversation is properly created and the contact exists in Intercom

### Debug Mode

Enable debug logging in your Botpress configuration to troubleshoot integration issues.

Build Better with Botpress

Craft amazing AI agent experiences.

Get started - it's free
Icon of an arrow
Learn more at Botpress Academy

Build AI agents better and faster with our curated collection of courses, guides, and tutorials.

Hire an Expert

Connect with our certified developers to find an expert builder that suits your needs.

All Systems Operational
SOC 2
Certified
GDPR
Compliant
© 2025
Platform
Pricing
Agent Studio
Autonomous Engine
Knowledge Bases
Tables
Hub
Integrations
Channels
LLMs
Resources
Talk to Sales
Documentation
Hire an Expert
Videos
Customer Stories
API Reference
Blog
Status
v12 Resources
Community
Community Support
Become a Partner
Become an Ambassador
Become an Affiliate
Company
About
Careers
News & Press
Legal
Privacy
© Botpress 2025