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Overview

Connect Lancey with Intercom to automatically convert customer support conversations, feature requests, and bug reports into pull requests. Keep your support team informed when issues are resolved.
Intercom integration enables Lancey to scan customer conversations and automatically generate fixes, turning support requests into deployed solutions.

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Setup

1

Integration settings

Head to the Integrations page in your dashboard
2

Select Intercom connector

Click on the Intercom connector
3

Authorization

You’ll be redirected to Intercom to authorize Lancey. Review the permissions and click Authorize to proceed
4

Select workspace

Choose your Intercom workspace to connect with Lancey
5

Configure conversation rules

Set up rules for which conversations Lancey should monitor:
  • Conversations tagged with specific labels
  • Conversations assigned to certain teams
  • Conversations with specific keywords

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How it works

Once Intercom is connected, Lancey will:
  • Monitor conversations - Watch Intercom conversations for support requests and bug reports
  • Identify action items - Extract actionable technical issues from customer conversations
  • Create PRs automatically - Generate pull requests to address identified issues
  • Post updates - Reply in the original Intercom conversation when a PR is created or merged
  • Track resolutions - Keep customers informed about when their issues are deployed

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Best practices

Use consistent tagging

Tag support requests with labels like “bug”, “feature-request”, or “urgent” for better routing

Provide context

Encourage support team to add technical details in conversation notes for Lancey to reference

Set rules wisely

Configure conversation rules to avoid triggering Lancey on every conversation

Monitor feedback loop

Regularly review which conversations lead to PRs to improve your rules

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Troubleshooting

Ensure that:
  • You have admin access to your Intercom workspace
  • You’re signed into the correct Intercom account
  • Granted Lancey the required permissions during authorization
  • Your GitHub repository is connected to Lancey
Verify that:
  • Your conversation rules are set up correctly in Settings → Integrations
  • Conversations match your configured tags or keywords
  • The GitHub repository is properly connected
  • Lancey has permission to read conversations in Intercom
Check that:
  • Both Intercom and GitHub integrations are active
  • The PR was successfully created in your GitHub repository
  • Your GitHub repository is properly connected
  • Conversation rules are matching the right conversations

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Next steps

GitHub Integration

Learn how to configure your GitHub repositories

Slack Integration

Connect Slack for team notifications

Integration Settings

Explore advanced integration options
Need help setting up Intercom integration? Reach out via the livechat widget on our platform for quick support or schedule a call with our team.