Connecting Intercom to Pilea

Connect Intercom and Pilea imports your customer conversations automatically. It’s a one-way import - Pilea reads your conversations, never writes to or modifies your Intercom data.

What you’ll need

• Admin access in Pilea (only admins can change integration settings)
• An Intercom account with permission to authorize apps

How to connect Intercom

1. In Pilea, go to Integrations in the sidebar under Data Sources.
2. Find Intercom in the grid and click Connect. A dialog explains what happens next: you’ll be redirected to Intercom to authorize access, and Pilea will sync your data automatically.
3. Click Connect. You’ll be redirected to Intercom to authorize.
4. Once you’re back, you’ll see an Integration connected toast and a setup dialog walks you through the initial configuration.

Intercom groups permissions into broad categories on its consent screen. Pilea uses them for conversations (imported as feedback), people and companies (to attribute each message to a customer), tags (mirrored inside Pilea), and teams and teammates (only to identify your Intercom workspace - Pilea doesn’t read individual admin data). Credentials are encrypted at rest, and you can disconnect anytime.

Pilea detects whether your Intercom workspace is hosted in the US, EU or Australia when you connect, and uses the matching region for syncing and for the “View original” links on each mention, so they open the conversation in your own Intercom inbox.

ℹ️ Note: Integrations connect at the organization level, so all workspaces in your organization can access Intercom once it’s connected. Each workspace configures its own data filters.

Configuring what syncs

Click Settings on the Intercom card to find these settings on the Settings tab:

• Sync from - How far back to sync data. Conversations older than this date are skipped.
• Only sync closed conversations - Skip in-progress chats so you only import resolved conversations. Applies on the next sync.
• Link conversations to customers by email domain - Matches conversations to a customer by the sender’s email domain, creating one if needed. Personal domains (Gmail, Outlook, etc.) are skipped.
• Import attachments from conversations - Pull uploaded files and inline images. Turn off to sync text only.
• Filter by Tags - Limit the import to conversations with at least one of the Intercom tags you pick.

Each workspace also has its own Auto sync switch on the Intercom card, so you can run Intercom in one workspace and pause it in another.

Tags

Pilea pulls your Intercom tags automatically when you connect. Added new tags in Intercom since then? Open the config dialog’s Advanced tab and click Pull Tags Now to refresh them.

Syncing

Intercom syncs automatically every 6 hours. Want fresh data right now? Click Sync now on the connected Intercom card. Long syncs run in the background with progress shown on the card, and you can hit Stop sync if needed.

Need to re-import everything? The Advanced tab has Full Re-sync from Start, which re-imports all data from your “Sync from” date. Already processed records are left untouched, so you won’t get duplicates.

Disconnecting

Open the Advanced tab and click Disconnect Integration. Pilea removes the connection on its side and also deauthorizes the Pilea app in your Intercom workspace, so it no longer shows up as a connected app there. Disconnecting stops syncing for every workspace in your organization.

💡 Tip: If your Intercom conversations contain sensitive customer details, turn on PII redaction in Settings → PII Redaction. It automatically redacts names, emails, phone numbers, and other sensitive data from imported feedback across all sources.

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