Intercom Integration

Keep your customer messaging and document collection in sync. When you connect Intercom, FolioReady automatically syncs your clients as Intercom contacts, posts document summaries as internal notes, and sends folio request emails through Intercom instead of a separate email provider. Your support team sees the full document collection story right inside Intercom.

Why Connect Intercom?

See document collection in your inbox

When a client uploads a document, FolioReady's AI reads it and posts a short plain-language summary as an internal note on the Intercom contact. Your support team sees what each file contains — without leaving Intercom.

One less email tool to manage

Without the integration, folio request emails go through a separate provider like Gmail. With Intercom connected, those emails route through Intercom's messaging system instead. Your clients receive folio requests from the same brand they already recognize from your support conversations.

Clients appear automatically

When a client is created in FolioReady, they're matched to an existing Intercom contact by email — or created as a new one. No manual data entry, no forgotten contacts.

Collected data lands on the contact

Map any field in your template to an Intercom custom attribute. When a client fills in the folio, the value is written straight to their contact — ready to build segments, trigger automations, or filter on data your clients gave you themselves.

What You Can Do

Sync collected fields to contact attributes

You choose what syncs. In the template builder, open a canvas field's sync settings and point it at an Intercom custom attribute — pick an existing one, or create a new attribute without leaving FolioReady. When the client completes the folio, the collected value is written to their linked contact.

Only custom attributes can be mapped. Intercom's built-in contact fields, like name and email, aren't writable this way.

Review document summaries in notes

When a client uploads a document, FolioReady's AI writes a short plain-language summary and posts it as an internal note on the contact, headed "Document synopsis — [filename]".

Summaries post automatically once the AI finishes reading a document; a file that's still processing, or that couldn't be summarized, is skipped until its summary is ready.

Notes are visible to your team only — clients don't see them.

Send folio emails through Intercom

When Intercom is set as your email service, folio request emails, reminders, and updates are delivered through Intercom's messaging system. Clients see your Intercom brand and workspace identity on every message.

Import contacts from Intercom

Search your Intercom contacts by name or email and import them as FolioReady clients. Contact details are pre-filled — no manual data entry.

Prerequisites

• An Intercom workspace with admin access
• A FolioReady account on any plan

Connecting Your Account

1. Navigate to Settings > Integrations in FolioReady
2. Find Intercom and click Connect
3. You'll be redirected to Intercom's authorization screen
4. Authorize FolioReady to access your workspace
5. You'll be redirected back to FolioReady — the integration is now active

Once connected, FolioReady automatically sets Intercom as your email service and CRM service. New clients and folio events sync from that point forward.

Importing Contacts

Once connected, an Import from Intercom button appears on the Clients page.

Step 1: Search for a Contact

Click Import from Intercom to open the search modal. Type a name or email address — FolioReady searches your Intercom contacts and shows matching results.

Search for an Intercom contact to import

Close

Step 2: Client Created

Select a contact from the results. The contact is imported as a FolioReady client with their name and email pre-filled from Intercom. The client is linked to the Intercom contact for ongoing sync.

How It Works

Intercom                            FolioReady                          Intercom
────────                            ───────────                         ────────
Search contacts   ◄────────────    Import from Intercom
Contact selected  ──────────────►   Client created/linked

                                    Client created     ─────────────►   Contact matched/created

                                    Folio completed    ─────────────►   Mapped fields written
                                                                        as custom attributes

                                    Document uploaded  ─────────────►   AI summary posted
                                                                        as an internal note

                                    Email notification ─────────────►   Email sent via Messages API

All sync happens in the background. There's no delay or extra steps in your workflow — events are processed automatically as they occur.

Disconnecting

To disconnect Intercom:

1. Go to Settings > Integrations
2. Click Delete Connection on the Intercom integration
3. Confirm the disconnection

After disconnecting, folio emails will fall back to your default email method. Contacts and notes already synced to Intercom remain there — disconnecting only stops future sync.

Troubleshooting

Emails not sending through Intercom

Check that your company's email service is set to "intercom" in Settings. If you disconnected and reconnected, the email service may need to be re-selected.

Contact not appearing in Intercom

The contact sync runs in the background and may take a few seconds. If the contact still doesn't appear, check the Events section on your integration page for any failed sync attempts.

Custom attributes not showing

An attribute only appears on a contact once the client has actually submitted a value for it. Check that the field is mapped to an Intercom attribute in the template builder, and that the client has completed and submitted that field — empty fields are skipped rather than written as blanks.