[Archived] Enhance Intercom conversations with events


Article moved to internal only following the announcementthat all accounts are migrated after December 8, 2025. The option: Account Settings > Notifications > Webhooks > URL is not available to new accounts.
What's my plan?

Add-on
Quality Assurance (QA) or Workforce Engagement Management (WEM)

Role: Admin, Account Manager How to add events to Intercom conversations in Zendesk QA? First, we'll need your Zendesk QA connection ID. To find the unique connection ID, navigate to Settings > Connections, find your connection and open up that connection's Settings modal via the cogwheel icon (⚙️). You will need Admin permissions to do this. The connection ID is listed right under the title: Then we'll head over to Intercom's Developer Hub. You can find a link to it in your ​ Settings > Developers menu. Once in the Developer Hub, click on New app, add a descriptive name and make sure it's marked as an Internal integration. Click Create app to proceed. We now have an app that can be notified by Intercom of any events for our conversation in real-time. Let's head over to the app's Webhooks settings page and configure a few topics that interest us. Currently, Zendesk QA expects the following topics: conversation_part.tag.created
conversation_part.redacted
conversation.admin.snoozed
conversation.admin.unsnoozed
conversation.admin.opened
conversation.admin.closed
conversation.admin.assigned Once you've selected the topics you're interested in, the last thing to do is use the connection ID that we found at the start and insert it into your request endpoint URL. The URL should have the following format: https://events.pub.klausapp.com/capture/integration/intercom/token/<connection-ID> With our test ID from before, the URL would look like this: https://events.pub.klausapp.com/capture/integration/intercom/token/1000099 But make sure to swap out the <connection-ID> for your own connection ID. With all that done, we can click Save. With the Webhook set up, Zendesk QA will be notified of your conversation events and will automatically know to display them in the conversation body.
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