Guide
How to Integrate Fibery with Intercom and connect feedback with Insights, Features and Tasks.
Setup Intercom sync
Navigate to Templates and find Intercom template
Click Sync.
Authorize Intercom app.
Choose what databases you want to sync from Intercom. In most cases you want to have all the data. Specify starting date for the sync, by default it is a month ago, but you may want to fetch all the data:
Click Sync now and sync process will be started. Note that it may take time to complete.
Intercom Space will appear in sidebar.
We sync assigned users as native People Fields.
Link feedback to ideas, features, bugs, etc
Open any Conversation
Select the text, push Cmd + L, select some entity and text will be linked to the selected entity:
Change sync interval
You can change data sync intervals in integration settings. Click on Intercom Space, then click on a database name and change the sync interval:
Fibery also syncs data near real-time when:
a reply added
status changed
something is tagged
Apply AI on top
Intercom integration can go beyond simple data syncing — you can apply AI and automations to make your support and communication workflows smarter.
1.. Add a Custom Field for AI Insights
In your Conversation or Message database, add a Number Field (e.g., Sentiment Score).
This field will store AI-generated values.
2. Create an Automation Using “Ask AI”
Open Automations → Add Rule for your Intercom entity.
Set the trigger:
→ When conversation is closed (or any suitable event).
Add an “Ask AI” action with a prompt like:
Sentiment scores are a metric for measuring customer sentiment.
Scores can range from 0–100, where 100 is the most positive possible outcome and 0 is the least.
Generate a sentiment score for the text below and return result as a number in a format [sentiment score] without brackets.
"""
{{Messages}}
"""
Set the output target to your Sentiment Score field.
Example use cases
AI Sentiment analysis – quickly assess customer tone to prioritize follow-ups.
Automatic conversation summaries – Add another “Ask AI” automation to create a short summary of each conversation or feed item for your teammates.
Smart tagging or categorization – have AI suggest labels or escalation levels based on conversation content.
FAQ
Can I stop integration, but keep data in Fibery?
Indeed you may just want to import the data from Intercom one time. In this case, you can disable integration. Navigate to integration Database and click ... near Intercom.
After that, all Conversations will remain in Fibery and this Database will be transformed into the usual Database (like all fields will be editable, etc).
I added a new field to my Intercom, how can I update data in Fibery?
You have to push the full sync in the Intercom Integration. Then this data will be updated for all the previous conversations.
I want to train Fin (Intercom AI Assistant) on my Fibery knowledge base
If you would like to use Fin to help your users with the information created in Fibery, we suggest doing the following:
Useful info
This video shows how we handle Intercom feedback in Fibery.
https://youtu.be/KgH0UEtmzJM