Intercom Livechat

Use the Intercom integration when you want human livechat requests from Diverge to become conversations in Intercom.

When a visitor requests livechat, Diverge creates or updates the Intercom contact, opens an Intercom conversation, adds the chat history, and keeps the visitor chat in sync when an Intercom teammate replies.

What gets synced

Action in Diverge or Intercom	What happens
Visitor requests livechat	A new Intercom conversation is created with the title `Diverge livechat request`.
Visitor sends another message	The message is sent to the same Intercom conversation.
Intercom teammate or operator replies	The reply appears in the visitor chat as an agent message.
Intercom conversation is closed	The visitor livechat session is closed in Diverge.
Visitor leaves a rating	Diverge sends the rating to Intercom where the workspace supports it.

The first Intercom message includes the recent chat history, so the teammate can see what the visitor already asked before livechat started.

Before you start

You need:

Access to the Diverge dashboard for the organization.
Admin access to the Intercom workspace.
Livechat enabled on at least one Diverge chatbot.
The Intercom workspace region: Default / US, Europe, or Australia.

Connect Intercom

Open the Diverge dashboard.
Go to Integrations.
Find Intercom and click Connect.
Approve the Intercom app when Intercom asks for permission.
Return to the Diverge dashboard.
Turn on Sync to Intercom.
Select the chatbots that should send livechat requests to Intercom.
Choose the Intercom API region that matches your Intercom workspace.
Save the livechat sync settings.

Default Intercom admin ID

The default Intercom admin ID is only needed when Diverge sends an agent reply or close action into Intercom.

You do not need it for normal Intercom-handled livechat where the teammate replies inside Intercom and the visitor sees the reply in the Diverge chat.

Default Intercom People fields

Diverge sends the customer context to Intercom contact fields when Intercom supports the field in your workspace.

Intercom People field	Value from Diverge
Current Page URL	The page the visitor was viewing when livechat was requested.
Browser	Visitor browser name.
Browser version	Visitor browser version.
Browser language	Visitor browser language.
OS	Visitor operating system.
Language	Visitor or chatbot language.
Signed up	Visitor signup time, if available.
Last seen	When the visitor requested livechat.
Conversation Rating	The visitor's last submitted livechat rating, where Intercom supports it.

These are standard Intercom fields. You should not create custom attributes with the same names.

Optional custom attributes

Custom attributes are optional. Livechat works even if you do not create any custom attributes in Intercom.

Create custom attributes only if your Intercom team wants extra fields for filtering, reporting, or showing context directly in the inbox sidebar. Custom attributes must be created in Intercom before Diverge can update them.

People custom attributes

Create these under Settings > Data > People if you want the values stored on the Intercom contact.

Attribute name	Suggested type	What it means
`di_chatbot_id`	Text	The Diverge chatbot that created the livechat request.
`di_environment`	Text	The chatbot environment, such as `live` or `test`.
`di_livechat_session_id`	Text	The Diverge livechat session ID.
`di_visitor_session_id`	Text	The visitor session ID.

Conversation custom attributes

Create these under Settings > Data > Conversations if you want the values visible on each Intercom conversation.

Attribute name	Suggested type	What it means
`di_current_page_url`	Text or URL	The page the visitor was viewing when livechat was requested.
`di_os`	Text	Visitor operating system.
`di_browser`	Text	Visitor browser name.
`di_browser_version`	Text	Visitor browser version.
`di_browser_language`	Text	Visitor browser language.
`di_language`	Text	Visitor or chatbot language.
`di_chatbot_id`	Text	The Diverge chatbot that created the livechat request.
`di_environment`	Text	The chatbot environment, such as `live` or `test`.
`di_livechat_session_id`	Text	The Diverge livechat session ID.
`di_visitor_session_id`	Text	The visitor session ID.
`di_conversation_rating`	Number	The visitor's submitted livechat rating.
`di_conversation_rating_remark`	Text	The visitor's optional rating comment.
`di_conversation_rating_submitted_at`	Text	When the visitor submitted the rating.

If an attribute is missing in Intercom, Diverge skips that field and still creates the livechat conversation.

Notes for Intercom admins

Use exact attribute names. Intercom custom attribute names are case sensitive.
Do not create custom attributes that duplicate Intercom standard People fields.
Keep custom attributes simple. Text, number, boolean, date, and URL values work best.
If a custom attribute is archived or not writable through the API, Diverge will skip it.