Account owners and admins can integrate Zoom Virtual Agent with Intercom, allowing users to engage in live chats with Intercom agents directly within the same user interface. In this article, we will guide you through the process of enabling Zoom Virtual Agent integration with Intercom, as well as how to delete the integration connection settings if necessary. Once enabled, you can add an Intercom support channel and connect it to a bot.

This article covers:

• How to enable Zoom Virtual Agent Intercom integration
• How to reconnect the Intercom integration
• How to delete the Intercom integration connection settings

Prerequisites for enabling Zoom Virtual Agent Intercom integration

• Account owner or admin privileges for the Zoom web portal
• Basic, Pro, Business, Education, or Enterprise account
• Zoom Virtual Agent license
• Edit access to Virtual Agent product

How to enable Zoom Virtual Agent Intercom integration

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management then Integrations.
3. Click Add Integration then Intercom.
4. On the Add Intercom Integration page, specify the following:
   • Under Connection Settings, enter a display name for Intercom connection.
     This name will be used to refer to this URL inside the Zoom Virtual Agent application instance.
   • Under Configuration Settings, enter 2.8 as the API Version.
   • Click the Region drop-down and select the region code of your Intercom instance.
5. Click Save.
   A new tab will open and take you to the authentication flow. If you are already logged into Intercom, you won't be asked for your credentials. However, if you are not logged in, you will be prompted to enter your credentials and submit them. After you successfully log in, you will be able to see the integration added to your integrations page.
6. In the navigation menu, click AI Management then Integrations.
   You will see the Intercom application with a Connected status.

How to reconnect the Intercom integration

When used in knowledge management or support channels, the integration may disconnect as a result of token expiry or authentication issues.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management then Integrations.
   In the Status column of the disconnected integration, click Re-connect.
   You will be taken to the page where you can edit the integration details.
3. (Optional) Edit the integration details.
4. Click Save.
   A new tab will open and take you to the authentication flow. If you are already logged into Intercom, you won't be asked for your credentials. However, if you are not logged in, you will be prompted to enter your credentials and submit them. After you successfully log in, you will be able to see the integration added to your integrations page.
5. In the navigation menu, click AI Management then Integrations.
   You will see the application with a Connected status.

How to delete the Intercom integration connection settings

After you have established the Intercom integration connection, it cannot be edited. If you need to make changes due to an Intercom subdomain change, you can delete the connection and create it again.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management then Integrations.
3. In the Applications tab, click the ellipsis icon to the right of the Intercom application then Delete.
4. Click Delete to confirm.