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.
Note: Fin for Discord is available in closed beta for customers with a contract. Contact your account manager for more information.
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 a channel for webhooks.
To add more channels, click add channels, you will return through the oauth flow where you can select another channel to add webhooks.
To set Fin live for Discord, go to Fin AI Agent > Deploy > Chat and select Discord in the channels dropdown. You can also use your usual Workflows for Fin and select Discord as a channel.
Known limitations
As this is an alpha, here are a few things to keep in mind:
The Intercom Inbox doesn’t support all of Discord's rich formatting (e.g. nested or multi-level lists).
Merging Discord-based conversations is not currently supported.
AI Inbox translation for Discord messages is not currently supported.
Discord channels only allow a 10 webhooks, please ensure you have less than 10 webhooks in the channel you are adding Intercom to.
Plan availability
This feature is available on all Intercom pricing plans.
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