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The Intercom importer migrates all your past conversations, contacts, and admins into Plain.

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What gets imported

  • Contacts → Customers
  • Admins → Users
  • Conversations → Threads
    • All historical conversations, including chat and email, are brought into Plain
    • Each thread shows Intercom as the source channel, with a direct link to the original conversation for reference
    • Snoozed conversations arrive as Todo, so look for them there rather than in Snoozed
    • Open conversations arrive with the right response state: waiting on your first reply, waiting on your next reply, or Investigating where your team replied last
  • Attachments: files sent in Intercom conversations are carried over with their messages
  • Assignee: the admin a conversation was assigned to in Intercom becomes the assignee on the thread in Plain, so your queues arrive already owned
  • Priority: conversations marked as priority in Intercom arrive as Urgent in Plain. Everything else arrives as Normal
  • Original timestamps: every thread and every message keeps the date it had in Intercom, so your history stays in order
If a customer already exists in Plain, imported threads are associated with them to avoid duplicates. CSAT ratings and custom fields on conversations are not imported. See Migrating from another tool for the full picture of what you’ll rebuild in Plain. Importing history doesn’t trigger SLAs, auto-responses, or workflows, so nothing goes out to your customers and no SLA clocks start on old conversations.

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Ongoing sync

After the initial import, new contacts, admins, and conversations sync from Intercom into Plain every hour. Changes to existing conversations, such as status or assignee, are not synced after the initial import. No auto-responses are triggered by the sync.

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How to set it up

  1. Go to Settings → Intercom
  2. Follow the prompts to connect your Intercom account
  3. Start the import
A large history takes time to come across. To stop syncing, return to Settings → Intercom and click Disconnect. Attribution is preserved. You’ll be able to see which admin handled a conversation and what was said. Imported data will not trigger auto-responders or webhooks in Plain.