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Intercom

SupportIntegration

About Intercom

A customer-messaging and support inbox. Bask forwards patient conversations to it, your team's replies come back to patients in Bask, and you can show the Intercom widget inside the patient portal.

How Bask works with Intercom

  • Bask sends patient conversations to Intercom, and your team's replies in Intercom come back to the patient in Bask.
  • On the first import, Bask copies existing conversations with their source and original dates and times.
  • Turn on Show the Intercom widget in the patient portal to give patients a chat box. The switch is off by default.
  • An Intercom webhook sends new activity back to Bask. Subscribe it to conversation.admin.noted, conversation.admin.replied, conversation.admin.single.created and conversation.user.created.

Set up Intercom

  1. In the Intercom Developer Hub, open your app and copy the access token from Authentication.
  2. Note the Intercom teammate Bask should post as, and your app ID, which is your Intercom workspace ID.
  3. In Bask, open App Store, choose Intercom, then choose Connect.
  4. Fill in Access token, Admin email and App ID. Add the Identity verification secret if your workspace uses identity verification.
  5. Switch on the patient portal widget if you want the chat box, then choose Connect in the save bar.
  6. Copy the Webhook URL from the Webhook card into the Intercom Developer Hub and subscribe to the four topics.

What you need for Intercom

An access token, the admin email of the Intercom teammate Bask posts as, and your app ID; optionally an identity verification secret. Bask also gives you a webhook URL to paste back into Intercom.

Good to know

  • Without the webhook, messages flow to Intercom but replies never reach the patient.
  • Create custom attributes in Intercom under Settings, Data, Conversations before the first import. Without them, conversations import without those details.
  • Disconnecting stops messages in both directions. Conversations already synced stay in Intercom.

Who it is for

Usually set up by a support lead working with a developer, with permission to manage integrations in Bask. It suits teams that already answer customers in Intercom and want patient messages in the same inbox.

How it installs

Installed with keys you paste in