Intercom

When a pull request links to Intercom conversations, or open conversations carry a tag you map to its repository, MergeHarbor adds a short summary of what customers report to the review, with personal data removed.

What it does in reviews

• Finds the conversations a pull request refers to. Conversation links on your connected workspace (https://app.intercom.com/a/inbox/…/conversation/<id> and /a/apps/… links) in the pull request title and description, and in the issues it links to.
• Adds open conversations tagged for the repository. For the tags you map to a repository, MergeHarbor counts the open conversations and reads the 5 latest.
• Summarises the impact. Each conversation becomes a few lines: title, state, priority, age, tags and the first lines of the customer’s first message. No extra model call is made.

Personal data is removed

Contacts, companies and teammates are never read. Every text is passed through PII redaction before it is cached or sent to a model: email addresses, phone numbers, card numbers, postal addresses, names in greetings and sign-offs, handles and links with query strings are removed, along with anything that looks like a secret.

What is read and what is never read

• Read: the title, state, priority, tags, creation time and first message of linked conversations and of the 5 latest open conversations with a mapped tag; the workspace’s tags; the workspace name.
• Never read: contacts, companies, teammates’ replies, notes, attachments, articles, and conversations that are neither linked nor tagged. MergeHarbor never writes to Intercom.

Conversation summaries are cached for a short time (10 minutes by default), deleted within 24 hours, and never written to logs.

Connect

1. In the console, open Integrations and choose Connect on Intercom (under Customer support). You need the settings.manage permission.
2. Sign in to Intercom and install MergeHarbor on your workspace. It asks only to read conversations, tags and admins.
3. Choose Test connection.

With an access token instead. In the Intercom Developer Hub, create an app for your workspace with only the read conversations, read tags and read admins permissions, and copy its access token. On the Intercom card, choose Use an access token and paste it.

Map tags to repositories

Open Settings on the connection and add, for each repository, up to 10 Intercom tags. Choose All repositories to map tags to every repository the connection is allowed for. Without a mapping, reviews read only the conversations a pull request links to.

Limits

• At most 3 linked conversations per review.
• At most the 5 latest open conversations with a mapped tag per review, plus their total count.
• Personal data is removed from every conversation before it is stored or used.

Disconnect

Open the integration in Integrations and choose Disconnect. For a connection made by signing in, MergeHarbor uninstalls itself from the workspace; it then deletes its token and cached summaries. For an access token, delete the app in the Intercom Developer Hub.

Self-hosted installations

Create an app in the Intercom Developer Hub (step by step in docs/OAUTH_APPS.md, “Intercom connections”): turn on OAuth with the redirect URL {PUBLIC_URL}/integrations/connect/intercom/callback and the read conversations, read tags and read admins permissions, then set INTERCOM_OAUTH_CLIENT_ID and INTERCOM_OAUTH_CLIENT_SECRET. Without the app, Intercom connects with an access token only.