Intercom Integration

Keep your customer messaging and document collection in sync. When you connect Intercom, FolioReady automatically syncs your clients as Intercom contacts, logs folio activity 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

Every time a folio is sent or completed, FolioReady adds an internal note to the Intercom contact. Your support team sees exactly what was requested, when it was sent, and whether documents have been received — all 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 synced to Intercom as a contact with custom attributes that track their folio status. No manual data entry, no forgotten contacts.

Custom attributes keep you informed

FolioReady adds custom attributes to each Intercom contact — including their folio status and when the last folio was sent. Use these attributes to build segments, trigger automations, or filter contacts in Intercom.

What You Can Do

Track folio status per contact

Each synced contact carries custom attributes that update automatically:

Attribute	Description
folioready_client_id	The client's FolioReady ID
folioready_status	Current status — "active" or "complete"
folioready_last_folio_sent_at	When the most recent folio was sent

Review activity in notes

Key events are logged as internal notes on the contact:

• Folio sent — "Folio 'Tax Documents 2025' sent on 2026-03-22"
• Folio completed — "Folio 'Tax Documents 2025' completed — 5 documents received on 2026-03-25"

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.

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 created/found
                                                                        Custom attributes set

Folio sent        ──────────────►   Attributes updated
                                    Note added

Folio completed   ──────────────►   Attributes updated
                                    Note added

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

Custom attributes are created on the contact the first time FolioReady syncs data. If you don't see them, check that at least one folio has been sent to the client since connecting Intercom.