[Archived] Enhance Intercom conversations with events

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<div class="p"><div class="note attention">Article moved to internal only following the <a href="https://support.zendesk.com/hc/en-us/articles/9618795149466" target="_blank" rel="noopener noreferrer">announcement</a>that all accounts are migrated after December 8, 2025. The option: Account Settings &gt; Notifications &gt; Webhooks &gt; URL is not available to new accounts.</div></div>
<div id="docs-wmp-link"><a href="https://support.zendesk.com/hc/en-us/articles/5411234991258-plan" target="_blank" rel="noopener noreferrer">What's my plan?</a></div>
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<td><strong>Add-on</strong></td>
<td>Quality Assurance (QA) or Workforce Engagement Management (WEM)</td>
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</div><div style="background-color: #e3e7fa80; border-color: #334bfa33;"><p>Role: Admin, Account Manager</p></div><h2 id="h_48281c41fd">How to add events to Intercom conversations in Zendesk QA?</h2><div><img src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_7043661799322_1.png"></div><p>First, we'll need your Zendesk QA connection ID. To find the unique connection ID, navigate to<code> Settings &gt; Connections</code>, find your connection and open up that connection's Settings modal via the cogwheel icon (⚙️). You will need Admin permissions to do this.</p><p>The connection ID is listed right under the title:</p><div><img src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_7043661799322_2.png"></div><p>Then we'll head over to Intercom's <strong>Developer Hub</strong>. You can find a link to it in your <br>​<code> Settings &gt; Developers </code>menu.</p><div><img src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_7043661799322_3.png"></div><p>Once in the Developer Hub, click on <strong>New app</strong>, add a descriptive name and make sure it's marked as an <strong>Internal integration</strong>. Click <strong>Create app</strong> to proceed.</p><div><img src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_7043661799322_4.png"></div><p>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 <strong>Webhooks</strong> settings page and configure a few topics that interest us. Currently, Zendesk QA expects the following topics:</p><pre class="wysiwyg-code-block"><code class="language-auto">conversation_part.tag.created
conversation_part.redacted
conversation.admin.snoozed
conversation.admin.unsnoozed
conversation.admin.opened
conversation.admin.closed
conversation.admin.assigned</code></pre><div><img src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_7043661799322_5.png"></div><p>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 <strong>request endpoint URL</strong>. The URL should have the following format:</p><pre class="wysiwyg-code-block"><code class="language-auto">https://events.pub.klausapp.com/capture/integration/intercom/token/&lt;connection-ID&gt;</code></pre><p>With our test ID from before, the URL would look like this:</p><pre class="wysiwyg-code-block"><code class="language-auto">https://events.pub.klausapp.com/capture/integration/intercom/token/1000099</code></pre><p>But make sure to swap out the <code>&lt;connection-ID&gt;</code> for your own connection ID.<br>With all that done, we can click <strong>Save</strong>.</p><p>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.</p><script id="article-banners-script">
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