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Intercom is where your support conversations live. Connecting it brings conversations, tickets, contact notes, and company data into GainTrace, where they attach to the right Companies and People and feed health scores and signals.

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How the connection works

You connect Intercom with an access token that you create in Intercom’s Developer Hub. The token belongs to one Intercom workspace, and GainTrace uses it to read that workspace’s data on a schedule. GainTrace encrypts the token at rest in its database. The connection is read-only. GainTrace reads from Intercom and never writes to it, so nothing you do in GainTrace changes your Intercom data. After you connect, a sync runs automatically about every 5 minutes. The first syncs backfill your history in batches, so a large workspace fills in over a series of runs rather than all at once.
Connecting Intercom with OAuth is temporarily limited to approved accounts, so the connect dialog asks for an access token. The token connection runs the same sync and brings in the same data.

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What syncs

Intercom teammates are not created as People. Their names appear on the conversations and tickets assigned to them.

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Prerequisites

  • An Intercom teammate seat with the Can access developer hub permission. Teammates with full access have it.
  • An Intercom workspace. GainTrace is verified with US-hosted Intercom workspaces. If your workspace is EU-hosted or Australia-hosted (your Intercom URL starts with app.eu.intercom.com or app.au.intercom.com) and the connection check fails, contact support.
  • A GainTrace workspace. Intercom is a standard connector, available on every plan.

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Create an access token in Intercom

1

Open the Developer Hub

Sign in to Intercom and open the Developer Hub at app.intercom.com/a/apps/_/developer-hub.
2

Create an app

Click New app. Give it a name such as GainTrace, choose the Intercom workspace you want to connect, and click Create app.
3

Copy the access token

In the app’s menu, open Authentication. The access token for your workspace is shown there. Copy it.
The token carries the permissions listed on the Authentication page. New apps come with permissions preselected, which normally include read access to contacts, companies, conversations, and tickets - the set GainTrace needs. Confirm those read permissions are enabled, and click Edit to add any that are missing.
Treat the access token like a password. Anyone who has it can read your Intercom workspace data. If it leaks, open the app in the Developer Hub, go to Test and Publish, select your workspace, and click Regenerate token to invalidate the old token, then reconnect Intercom in GainTrace with the new one. To revoke the app’s access entirely, click Uninstall app instead.

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Connect Intercom

1

Open the catalog

In GainTrace, go to Integrations in the left nav and select Intercom.
2

Paste the token

In the Connect Intercom dialog, paste the token into the Intercom Access Token field.
3

Connect

Click Continue, then Connect. GainTrace verifies the token against Intercom before saving, so a failed check saves nothing.
4

Let it sync

The connection appears under Data > Sources and starts syncing on its own. The first records land within a few minutes, and history backfills over the following runs.

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Filter which Companies sync

Intercom workspaces often contain leads and free users who are not customers. Ingestion filters let you set rules for which Companies sync, and the rules can cascade to those Companies’ People and activity.
  1. Go to Data > Sources and click Manage on the Intercom connection.
  2. Set your rules in the ingestion filters section and save.
Editing filters requires permission to manage workspace settings. Members without it see the filters read-only. See Ingestion filters for how rules and cascade behave.

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Errors

If a connection fails 3 times in a row, GainTrace pauses automatic syncs and shows “Failed to sync 3 times in a row. Syncing is paused. Fix the connection, then run a manual sync to resume.” with the connection’s name. Click Sync Now to resume. If none of the fixes above work, contact support with the connection name and the error you see.

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FAQ

Can I connect Intercom with OAuth? Not currently, unless your account has been approved for it. Everyone else connects with an access token, which syncs the same data. Does GainTrace write anything back to Intercom? No. The connector is read-only, and there is no two-way sync option for Intercom. How far back does history sync? GainTrace backfills your full history. Conversations, notes, and very large contact lists sync in batches, so a workspace with a long history fills in over a series of runs instead of one pass. What happens when I delete a contact or conversation in Intercom? Nothing is deleted in GainTrace. The record stops receiving updates but stays in your workspace. How do I rotate the token? Open your app in the Developer Hub, go to Test and Publish, select your workspace, and click Regenerate token. Copy the new token and reconnect Intercom in GainTrace. The old token stops working immediately.

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Good to know

  • Syncs run about every 5 minutes, on every plan.
  • The connector is read-only. GainTrace never writes to Intercom.
  • Deletions in Intercom do not propagate to GainTrace.
  • Conversations sync with their full message threads, so Trace AI and signals can read what was actually said, not just that a conversation happened.

Integrations overview

Every connector GainTrace supports and how syncing works.

Ingestion filters

Control which Companies and People each connection brings in.

Companies

How synced data becomes one record per customer.

Health scores

How support activity feeds account health.
Last modified on August 12, 2026