Grok Bot + Intercom

How a Bot connects

Intercom access token from the Bot's teammate seat; scoped to conversations read and internal notes.

The Bot's identity

Teammate seat for the Bot; no reply permission in conversations until approvals are in place. Don't reuse a human's login. If you did, see shared computer cleanup.

Routines we've run

• On new conversation — internal note with context (plan, recent errors, last conversations)
• Daily — unresolved > 24h digest
• Weekly — churn-risk signals from conversation tone

Each routine follows the four-part shape: when it runs, what it reads (bounded), what it produces, when it stops. See routines best practices.

The thing to gate

Replying to customers and closing conversations. Notes unattended; replies gated.

Verdict

Same shape as Zendesk. If you already use Intercom's own AI agent for replies, the Grok Bot layer is the context and follow-through, not the reply.

Setup notes

• Test every routine supervised until it's produced the right output three times.
• Add the routine's completion line to your heartbeat log so silent failures show up.
• Put the Intercom token in the Bot's connector settings or knowledge file, never in a chat message.