How to Set Up Intercom Webhook Notifications with Webhookify

Published Feb 21 202610 min read
Intercom webhook setup with Webhookify

Intercom is a leading customer messaging platform used by over 25,000 businesses for live chat, in-app messaging, support ticketing, and customer engagement. Every new conversation, customer reply, satisfaction rating, and contact creation generates events that support teams, sales teams, and product managers need to track. While Intercom has its own notification system within the app, teams often need alerts delivered to external channels where they coordinate and communicate. Webhookify transforms Intercom webhook events into instant, AI-summarized notifications delivered to Telegram, Discord, Slack, Email, or your mobile device, ensuring your team never misses a customer interaction.

This guide walks you through connecting Intercom webhooks to Webhookify step by step. Whether you are managing customer support, tracking sales conversations, or monitoring customer engagement, you will be set up in under 15 minutes.

Why Monitor Intercom Webhooks with Webhookify?

  • Instant Conversation Alerts: Know immediately when a customer starts a new conversation or replies to an existing one. Webhookify delivers AI-summarized notifications that include the customer's message, their profile information, and conversation context -- enabling faster response times.

  • Customer Satisfaction Tracking: Get notified the moment a customer rates a conversation. Negative ratings trigger instant alerts so your team can follow up and address issues before they escalate into churn.

  • Lead Capture Monitoring: Track when new contacts are created in Intercom. Sales teams receive instant notifications about new leads, including company information and user attributes, enabling immediate outreach.

  • Cross-Platform Coordination: Not everyone on your team lives inside Intercom. Webhookify routes conversation events to Telegram, Discord, or Slack channels where your broader team collaborates, ensuring customer issues get attention from the right people.

  • AI-Powered Context: Instead of raw JSON payloads with nested objects, Webhookify uses AI to generate human-readable summaries. A new conversation becomes "New conversation from Sarah Chen (Acme Corp, Enterprise plan): 'Our team is experiencing slow load times on the dashboard since the latest update'" rather than a complex payload of conversation parts and user attributes.

Prerequisites

  1. An Intercom account with Admin access
  2. Access to the Intercom Developer Hub (developer.intercom.com)
  3. A Webhookify account (sign up free at webhookify.app)
  4. At least one notification channel configured in Webhookify (Telegram, Discord, Slack, Email, or mobile push)

Step-by-Step Setup Guide

1

Create a Webhookify Endpoint

Log into your Webhookify dashboard at webhookify.app. Click "Create Endpoint" to generate a unique webhook URL:

https://hook.webhookify.app/wh/ic_uvw123xyz456

Copy this URL. Name the endpoint descriptively, such as "Intercom - Customer Support" or "Intercom - Sales Conversations." If you want separate notification routing for support versus sales conversations, create multiple endpoints.

2

Configure Your Notification Channel

Set up your preferred notification channels in the Webhookify settings before connecting Intercom.

For Telegram: Connect the Webhookify bot and select a chat or group. Support teams often create a dedicated "Customer Conversations" group for real-time chat monitoring.

For Discord: Authorize the bot and choose a channel like #intercom-alerts or #customer-support in your Discord server.

For Slack: Complete the OAuth flow and select a channel. Teams commonly use channels like #intercom-conversations, #customer-feedback, or #support-alerts.

For Email: Add individual or team email addresses. This creates a backup notification layer that supplements Intercom's built-in email notifications.

For Mobile Push: Install the Webhookify app on your phone, sign in, and enable push notifications. This is essential for support teams that need to respond to customers outside business hours or when away from the Intercom dashboard.

3

Configure Webhooks in Intercom

Navigate to the Intercom Developer Hub at developers.intercom.com:

  1. Log in with your Intercom credentials
  2. Select your existing app or create a new one under Your Apps
  3. In the app settings, navigate to the Webhooks section
  4. In the Webhook URL field, paste your Webhookify endpoint URL
  5. Select the Topics (event types) you want to subscribe to
  6. Click Save

Alternatively, if you are using Intercom's workspace settings:

  1. Go to your Intercom workspace Settings
  2. Navigate to Integrations > Developer Hub
  3. Select or create an app
  4. Under Webhooks, add your Webhookify URL and select topics

Intercom will send a verification request to your URL. Webhookify handles this automatically, and the webhook will be activated immediately.

4

Select Webhook Topics to Monitor

Intercom organizes webhook events into topics. Select the topics that are most relevant to your workflow:

Conversation Topics (most commonly monitored):

  • conversation.created -- New conversation initiated by a customer
  • conversation.closed -- Conversation marked as closed
  • conversation.opened -- Closed conversation reopened
  • conversation.snoozed -- Conversation snoozed by an admin
  • conversation.unsnoozed -- Snoozed conversation becomes active
  • conversation.admin.replied -- Admin sends a reply
  • conversation.admin.single.created -- Admin initiates an outbound conversation
  • conversation.admin.assigned -- Conversation assigned to an admin or team
  • conversation.admin.noted -- Internal note added to conversation
  • conversation.rating.added -- Customer submits a satisfaction rating
  • conversation.rating.remarked -- Customer adds a remark to their rating

Contact Topics:

  • contact.created -- New contact (lead or user) created
  • contact.updated -- Contact profile updated
  • contact.deleted -- Contact removed
  • contact.tag.created -- Tag added to a contact
  • contact.tag.deleted -- Tag removed from a contact

User Topics:

  • user.created -- New identified user created
  • user.updated -- User attributes updated
  • user.deleted -- User removed
  • user.tag.created -- Tag added to a user
  • user.email.updated -- User email address changed

Company Topics:

  • company.created -- New company created
  • company.updated -- Company attributes updated

For most support teams, start with conversation.created, conversation.closed, and conversation.rating.added. Add more topics as your monitoring needs grow.

5

Test Your Configuration

After saving the webhook configuration, test it by triggering a real event:

Testing conversation events:

  1. Open your product or website where the Intercom messenger is installed
  2. Start a new conversation as a test user (use an incognito window or test account)
  3. Send a message through the Intercom chat widget
  4. Check your Webhookify dashboard for the conversation.created event
  5. Verify the notification arrived on your configured channel

Testing contact events:

  1. Create a new contact manually in the Intercom dashboard
  2. Check for the contact.created event in Webhookify

Testing rating events:

  1. Close a conversation in Intercom
  2. As the customer, click the satisfaction rating in the messenger
  3. Check for the conversation.rating.added event

If events appear in the Webhookify dashboard but notifications are not delivered, check your notification channel configuration. If no events appear, verify the webhook URL is correct in the Intercom Developer Hub and that the relevant topics are selected.

Intercom Webhook Events You Can Monitor

Intercom EventDescription
conversation.createdTriggered when conversation created occurs
conversation.closedTriggered when conversation closed occurs
conversation.openedTriggered when conversation opened occurs
conversation.snoozedTriggered when conversation snoozed occurs
conversation.unsnoozedTriggered when conversation unsnoozed occurs
conversation.admin.repliedTriggered when conversation admin replied occurs
conversation.admin.assignedTriggered when conversation admin assigned occurs
conversation.admin.notedTriggered when conversation admin noted occurs
conversation.admin.single.createdTriggered when conversation admin single created occurs
conversation.rating.addedTriggered when conversation rating added occurs
conversation.rating.remarkedTriggered when conversation rating remarked occurs
contact.createdTriggered when contact created occurs
contact.updatedTriggered when contact updated occurs
contact.deletedTriggered when contact deleted occurs
contact.tag.createdTriggered when contact tag created occurs
contact.tag.deletedTriggered when contact tag deleted occurs
user.createdTriggered when user created occurs
user.updatedTriggered when user updated occurs
user.deletedTriggered when user deleted occurs
user.tag.createdTriggered when user tag created occurs
user.email.updatedTriggered when user email updated occurs
company.createdTriggered when company created occurs
company.updatedTriggered when company updated occurs

Real-World Use Cases

  • After-Hours Support Monitoring: A SaaS company routes conversation.created events to a Telegram group monitored by the on-call support engineer. When a customer sends a message outside business hours, the engineer receives an instant push notification with the customer's message, company name, and plan tier. High-value enterprise customers get immediate responses, while other conversations are acknowledged and queued for morning.

  • Customer Satisfaction Alerts: A customer success team monitors conversation.rating.added events through a dedicated Slack channel. When a customer submits a negative rating (1-3 stars), an alert fires immediately. The CS manager reviews the conversation and reaches out to the customer within the hour. This proactive approach reduced their monthly churn rate by 15%.

  • Sales Lead Qualification: A startup routes contact.created events to their sales team's Discord channel. When a new visitor engages with the Intercom messenger and provides their email, the sales team receives an AI-summarized notification with the contact's company, page they were viewing, and initial message. The sales team can quickly assess if the lead is worth immediate outreach or should be added to a nurture sequence.

  • Team Performance Tracking: A support manager subscribes to conversation.closed and conversation.admin.replied events. By tracking conversation resolution through Webhookify, they get real-time visibility into team productivity. They can see how quickly agents respond, how many conversations are closed per hour, and identify patterns in conversation volume throughout the day.

Example Notification

Here is what a typical Webhookify notification looks like for a new Intercom conversation:

New Webhook Event Received

Source: Intercom
Event: conversation.created
Endpoint: Intercom - Customer Support

AI Summary:
New customer conversation started:
  Customer: Sarah Chen (sarah@acmecorp.com)
  Company: Acme Corporation (Enterprise plan)
  Message: "Our team is experiencing slow load times
  on the dashboard since the latest update. The
  analytics page takes about 15 seconds to load."
  Channel: Web Messenger
  Browser: Chrome 121 (macOS)
  Page: https://app.example.com/dashboard

Timestamp: 2026-02-21T09:42:18Z

View full payload in Webhookify Dashboard

Troubleshooting

  1. Webhook not firing after setup: Ensure the webhook URL is saved correctly in the Intercom Developer Hub and that the status shows as active. Also verify that you have selected at least one topic for the webhook to subscribe to. Webhooks without topics selected will not fire.

  2. Receiving events for all workspaces: If your Intercom app is installed on multiple workspaces, webhooks may fire for all of them. Check the app_id in the webhook payload to identify which workspace generated the event. You can create separate Webhookify endpoints for different workspaces.

  3. Conversation content missing from payload: Intercom webhook payloads for conversation events include the conversation object but may not include the full conversation history. The initial message is included in conversation.created events. For subsequent replies, subscribe to the conversation.admin.replied topic.

  4. Rate limiting causing missed events: Intercom may throttle webhook deliveries if your endpoint takes too long to respond. Webhookify responds instantly (within milliseconds), so this is rarely an issue. However, if you notice gaps in event delivery, check the Intercom Developer Hub for webhook delivery logs and failed attempts.

  5. Contact events firing for anonymous visitors: Intercom creates contact records for anonymous website visitors who interact with the messenger. If you are receiving too many contact.created events, consider only subscribing to user.created events, which fire only for identified users who have provided their email or been matched to an existing user record.

Create separate Webhookify endpoints for different Intercom event categories: one for conversation events routed to your support team's Slack channel, another for contact creation events routed to your sales team's channel, and a third for satisfaction rating events routed to your customer success manager's Telegram. This targeted routing ensures each team only receives the alerts relevant to their role without cross-team noise.

Stay Connected to Your Customers

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How to Set Up Intercom Webhook Notifications with Webhookify - Webhookify | Webhookify