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Where issues come from

Intercom

Connect Intercom so conversations tagged tracex are investigated automatically and get a note for your team with a suggested reply.

Tag a conversation tracex: TraceX investigates and adds a note for your team with a suggested reply.

Why connect Intercom

Section titled “Why connect Intercom”

Conversations in Intercom often describe a real problem in your product. Tagging one sends it to TraceX, which investigates it in your systems and leaves your team a note with the cause and a reply to send.

Connect

Section titled “Connect”

  1. Open Integrations → Intercom and fill in:

    Field Value
    Access token Developer Hub → your app → Authentication
    Workspace region United States, Europe or Australia
    Tag optional, default tracex

    Keys are checked with a real read, then encrypted and never shown again.

  2. TraceX shows a webhook address. Copy it and finish in Intercom:

    1. Developer Hub → your app → Webhooks: paste the address.
    2. Subscribe to conversation_part.tag.created (and conversation.user.created only if every conversation should be investigated).
    3. Tag a conversation tracex: TraceX investigates and adds a note.

TraceX only reads the items it is sent and adds internal notes. It never replies to customers on its own.

Troubleshooting

Section titled “Troubleshooting”
Problem What to check
Tagged conversations aren’t picked up Check the webhook subscribes to conversation_part.tag.created and the tag name matches.
The token check fails Check the workspace region matches where your Intercom workspace is hosted.

Remove access

Section titled “Remove access”

Disconnect Intercom in Integrations and remove the webhook in the Developer Hub.

Section titled “Related”