Move from Intercom

A company owner or admin can bring Intercom contacts and conversation history into Summer AI. Use Settings → Integrations → Intercom → Import profiles and conversation history, or Move from Intercom on the Messenger card.

1. Save your Intercom access token in Integrations. It needs read access to contacts and conversations. A key stored directly in Summer AI or through the company's Doppler connection works. Never paste a key into an agent chat.
2. Choose the Summer AI inbox, Intercom workspace ID and Intercom region. If you have no Summer AI inbox yet, create it through Messenger setup first.
3. Leave account matching off for team-only history. Turn it on only when Intercom external_id values use the same account IDs as your website's signed-in Messenger integration. Names and email addresses never grant access to old chats.
4. Click Preview import to check the connection and counts. Previewing imports no profiles or messages.
5. Click Start import. You can leave the page. Summer AI saves progress and continues in the background. Use Pause import and sync or Resume import when needed.
6. Browse the imported profiles and open their Summer AI conversations. Message text, original sender names and dates are retained. Imported conversations are read-only; continue support in a current Summer AI conversation.

Keep syncing checks for changed Intercom conversations about every five minutes after the first pass. It uses an overlapping time window and the same original IDs. A changed reply updates the existing copy. Rescan without duplicates rereads all contacts and conversations, including standalone profile changes. The source is identified by company, environment and Intercom workspace, so changing the destination cannot create a second import of the same workspace.

Imports do not send customer replies, email, notifications or agent work. Keep one system replying to each thread while you switch. Incoming Summer AI conversations remain separate from original Intercom conversations; identical text in distinct source messages is not treated as a duplicate.

Profiles and access#

Each original Intercom contact creates a Summer AI profile, including contacts that have never sent a message. Profiles with the same email remain separate unless the original provider identity is the same. Generic website account subjects stay inside the selected company's identity namespace. Rebody account matching also requires the exact active Rebody account UUID.

All import actions recheck administrator access. Pausing invalidates the current worker's write permission. A removed administrator cannot keep a migration running. No provider key is returned in an import preview, status, API result or MCP response.

Coverage to check before leaving Intercom#

Original conversation snapshots, private notes and file references are retained privately. Public replies become Summer AI messages; internal notes do not become customer-visible messages. Attachment files remain at Intercom and are not copied by this importer. Do not cancel Intercom until those originals have been exported or separately retained.

Intercom's conversation API returns at most 500 parts. Summer AI flags conversations that hit this limit, unsupported parts and attachment references in the saved coverage count. An import marked Imported means its API pass finished; it does not imply unavailable provider history or files were copied. Dates come from Intercom records. For a forwarded email, the source date may be when Intercom received the conversation rather than the original email header’s send time. Contacts or conversations already deleted from Intercom cannot be recovered through this API.

API and MCP#

The same operations are available through the Summer AI developer platform:

• imports.intercom.list / summer_imports_intercom_list: inbox destinations, counts, saved progress and errors.
• imports.intercom.preview / summer_imports_intercom_preview: check the saved key and preview a workspace.
• imports.intercom.control / summer_imports_intercom_control: start, pause, resume or rescan with expected_version and keep_sync.
• imports.intercom.profiles / summer_imports_intercom_profiles: search imported profiles and their Summer AI conversation references.

The routes start at /v1/companies/{company}/environments/{environment}/imports/intercom. Setup operations require the delegated setup permission and current company admin access. Profile reads also need cases.read. Secrets continue to use the existing secrets-manager UI or local CLI handoff.