You can now connect your Discord workspace to Intercom, enabling you to support customers where they’re already active — in Discord. In your Discord server, new customer messages trigger Intercom conversations so Fin and your team can respond seamlessly, right from the Intercom Inbox.
How it works
When a customer sends a message in a connected Discord channel, a new conversation is created in your Intercom Inbox. You’ll see a Discord icon indicating the source of the message.
Your teammates — and Fin — can reply from Intercom as usual. Responses are posted back to Discord, displaying the teammate’s name and avatar, and appear as part of the same Discord thread to keep the conversation organized.
You can also send attachments and use rich formatting in your responses. Intercom threads mirror Discord threads, so context stays clear for everyone.
Customer experience
From the customer's perspective, nothing changes. They chat with you in Discord just like they normally would. Your replies (from teammates or Fin) appear directly in the same thread, so the conversation feels natural and continuous.
How to set it up
In Intercom, go to Settings > Channels > Discord.
Authenticate your Discord workspace and add to a server.
To add more channels, click Add channels.
Then select another channel to add Intercom to.
To set Fin live for Discord, go to Fin AI Agent > Deploy > Chat (Simply deploy) and select Discord in the channels dropdown. You can also use your usual Workflows for Fin and select Discord as a channel.
To use private threads, right click on a message in Discord, then select Apps > Intercom > Create Private Conversation.
Note:
The Intercom Inbox doesn’t support all of Discord's rich formatting (e.g. nested or multi-level lists).
Discord channels only allow a 10 webhooks, please ensure you have less than 10 webhooks in the channel you are adding Intercom to.
Troubleshooting
Adding Intercom Discord Bot to your private channels
When trying to add the Intercom Discord Bot to private channels from your Intercom workspace, you may see the error:
“Failed to add channels. Please try again.”
The most common reason is Discord permissions. Discord uses granular permission settings. If a channel is private (or if the Intercom Discord Bot does not have visibility or sufficient permissions) the request to add the bot will fail.
How to fix it
To resolve this, ensure the bot has the correct permissions:
In Discord, click the gear icon next to the channel name to open Channel Settings.
Select the Permissions tab on the left sidebar.
Click Add members or roles.
Add the Intercom member and Intercom role to the channel.
Under Advanced permissions, ensure "View Channel" is on for the Intercom member/role.
Once permissions are updated, try adding the channel again. If the issue persists, please contact our support team.
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