Connecting Intercom to Docket
Last updated: September 23, 2026
Connect Intercom so your Marketing Agents can answer from the help centre articles your support team already maintains.
Docket ingests the Intercom Help Centers you choose and adds their articles to your knowledge library. Your agents then answer from the same content your customers read, and it stays in step as support updates it.
Connecting takes three stages: connect Intercom once for the workspace, choose which Help Centers to ingest, then select the content on the agents that should use it.
What do I need before connecting Intercom?
Have these ready before you start:
The Admin role in Docket, which is what lets you manage workspace integrations.
An Intercom account that can authorize access to the workspace whose Help Centers you want.
A decision on which Help Centers belong in agent answers. A workspace can hold more than one.
How do I connect Intercom to Docket?
In Docket, open Settings and select the Integrations tab.
Find the Intercom card and select Connect.
Authorize Docket from the Intercom account whose content you want ingested.
Return to Integrations and confirm the Intercom card shows as connected.
How do I choose which Help Centers Docket ingests?
Connecting Intercom does not ingest everything. You pick the Help Centers, on the integration's own settings panel.
On the connected Intercom card, select the gear icon, then select Settings.
In Intercom configuration, under Select Help Centers, find the Help Center you want in the Name column.
Turn on Mark for ingestion for that Help Center.
Select Save.
Reset clears your changes without saving them. Ingestion starts once you save, and a large help centre takes a while to finish.
Where does my Intercom content appear?
Under Knowledge Sources, on the Other Integrations tab. Each ingested article shows Intercom in its Sources column, so you can tell what came from Intercom and what was uploaded or crawled.
You connect a source in Settings and review what it brought in under Knowledge Sources. Managing Global Knowledge Sources covers that page in full.
How do I let an agent use my Intercom content?
Connecting Intercom makes the articles available to the workspace. Each agent still chooses what it uses.
Open the agent and select the Knowledge tab.
Under Knowledge Base, select Sources.
Select the Intercom content this agent should answer from.
Save the agent.
Selecting Knowledge Sources for an Agent covers how to choose well.
How do I check that it worked?
Open Knowledge Sources and select Other Integrations.
Confirm an article you expect from Intercom is listed, with Intercom in its Sources column.
Open the agent and select Preview.
Ask a question whose answer only exists in that article.
Confirm the agent answers from it.
Troubleshooting the Intercom integration
What you are seeing | What to check |
|---|---|
Authorization fails | Confirm you have the Admin role in Docket, and that you authorized the Intercom workspace that holds the Help Centers you want. |
No articles were ingested | Open the Intercom configuration and confirm at least one Help Center is marked for ingestion and saved. Connecting alone does not ingest anything. |
Only some articles appear | Confirm the missing articles are published in Intercom and belong to a Help Center you marked for ingestion. |
An article is there but the agent does not use it | Confirm the source is selected on that agent's Knowledge tab. |
An updated article still gives the old answer | Docket re-syncs on a schedule rather than instantly. Allow the sync window before re-testing. |
Frequently asked questions
Does connecting Intercom ingest every Help Center?
No. You choose them. The Intercom configuration panel lists your Help Centers, and only the ones you mark for ingestion are read.
Can I ingest more than one Help Center?
Yes. Mark each one you want in the same panel and save.
Do my agents automatically use Intercom content once it is connected?
No. Connecting adds the articles to your knowledge library. Each agent then selects the sources it uses on its own Knowledge tab.
How quickly do Intercom edits reach Docket?
Docket re-syncs on a schedule, so an edit is not reflected instantly. Allow the sync window before testing a change.
What happens if I disconnect Intercom?
Sync stops immediately. Disconnecting while holding the data keeps what Docket already ingested, and a permanent delete removes the ingested content along with the configuration.