Intercom Integration – Technical Overview

💡 What Is It?

The Intercom integration enables Oversai to fetch and analyze chat and support data from your Intercom workspace using AI—without storing conversation content.

This read-only integration surfaces metadata through periodic syncing and supports on-demand AI insights, all while upholding rigorous standards for 🔒 privacy and ⚡ performance.

🔑 Authentication

Oversai connects to your Intercom workspace via Bearer authentication, using an Access Token generated from Intercom's developer settings.

All API interactions occur securely over HTTPS with the token included in the Authorization header:

Authorization: Bearer YOUR_ACCESS_TOKEN

✅ This ensures safe and authenticated access to Intercom's API.

⏱️ Sync Frequency

Oversai performs incremental syncs approximately every 10 minutes, following these principles:

• Incremental: Only new or updated conversations and contacts are retrieved.

• Idempotent: Sync operations don't duplicate or overwrite previously fetched data.

This guarantees high performance and near real-time visibility into your support operations.

📊 What Data Is Accessed?

This is a read-only integration—Oversai never modifies, deletes, or creates any data in Intercom.

1. Conversation Metadata

• Endpoint: GET /conversations

• Accessed Data:
  conversation_id, subject, status, priority, created_at, updated_at, tags, assignee_id, custom_attributes, etc.

• Purpose: Enables filtering, segmentation, and trend analysis within Oversai.

2. Conversation Messages (Threads)

• Endpoint: GET /conversations/{conversation_id}/parts

• How It's Used: Fetched on demand to execute AI tasks such as summarization or sentiment analysis. These message contents are processed transiently and never stored in Oversai's database.

🔒 Data Privacy & Security

Oversai is built with privacy-first principles:

• Metadata Only: Only essential metadata is stored for ingestion and analytics.

• Transient Message Use: Messages are fetched only when required and never persisted.

• Secure Transmission: All API calls are made over TLS/HTTPS.

• Data Minimization: Access is limited to only necessary data, for the shortest time required.

📌 Quick Summary