Intercom

Data we read

Intercom is the primary and only required integration. ResponZ reads six categories of data from your workspace:

• Conversations: including parts, attachments metadata, tags, assignees and CSAT ratings. They feed the quality score, top questions and trends. Conversation webhooks keep the dashboard up to date as new messages come in.
• Teammates and teams: to show workload and quality per agent and per team.
• Contacts, companies, segments and data attributes: to break metrics down by customer and by plan.
• Help Center: public and internal articles, collections and their statistics (views, reactions), to find what your documentation covers and what it misses.
• Macros: to measure how often agents rely on saved replies.
• Outbound engagement: opens, clicks and replies on emails, surveys and series, for the Engagement module.

What we write

One thing only: Help Center articles, and only when you ask for it. When ResponZ finds a documentation gap, you can draft the missing article and publish it to your Help Center from the Docs module. It is created as a draft by default; you choose when it goes live.

When you connect, ResponZ checks that publishing is allowed by creating a draft article and deleting it right away. Nothing else is ever created, edited or deleted in your workspace: not conversations, not contacts, not macros, not settings.

Scopes requested

ResponZ requests 7 scopes. Each one maps to a feature you can see in the product:

• Read conversations: sync conversations and receive conversation webhooks. Powers Quality, Top questions and Trends.
• Read and list users and companies: list contacts, companies, segments and data attributes. Powers the breakdown by customer and by plan.
• Read admins: list teammates and teams. Powers the per-agent and per-team views.
• Read and list articles: read articles, collections and their statistics. Powers the Docs module.
• Read and write articles: publish an article you drafted in ResponZ to your Help Center. This is the only write scope we use.
• Export content data: export engagement data for emails, surveys and series. Powers the Engagement module.
• Read and write macros: list your macros. Intercom offers no read-only macro scope, so this is the smallest one available. ResponZ never creates or edits a macro.

What we never request

ResponZ cannot reply to, close or delete a conversation. It cannot create, edit or merge contacts and companies, change tags or data attributes, manage teammates, or touch your workspace settings. We do not request write_conversations, write_users or any admin management scope.

Coming next

Three features are in development. They are not available yet. Each one will need an additional scope, which ResponZ will request when the feature ships:

• Read and write AI content: send documentation drafted in ResponZ to Fin as knowledge content, so Fin can answer the questions it escalates today.
• Read and write news items and newsfeeds: publish a news item drafted in ResponZ when a topic deserves an announcement.
• Read and write outbound messages: create an outbound message from a ResponZ recommendation.

As with articles, nothing will be published without your say-so.

What happens when you connect

1. You approve the app in Intercom. Intercom lists the scopes above; nothing is shared before you approve.
2. ResponZ reads your last 30 days. Every conversation, not a sample, with your teammates and your Help Center. A progress screen shows where it stands.
3. Your dashboard opens. It then stays up to date on its own, and the history extends to 60 days in the background.

No message is ever sent to your customers. If your IT policy blocks OAuth, you can paste an Intercom access token instead.

Disconnecting

You stay in control. Disconnect from Settings → Connections in ResponZ, or uninstall the app from Intercom: either way, new ingestion stops immediately and the stored access token is deleted.