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Overview

Intercom is where your support and customer success teams live. Lane’s integration brings the product feedback buried in those conversations into Lane - so it’s captured, shared with the product team, and followed up on when the work ships.​

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Connect

  1. Go to Settings → Integrations → Intercom.
  2. Click Connect and authorize the Intercom workspace via OAuth.
Once connected, the Lane app is available in your Intercom sidebar. Whichever way feedback comes in, the customer is auto-linked by email domain (below).​

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Bringing feedback in

Feedback flows into Lane two ways — automatically, where Lane ingests conversations for you, or manually, from the Lane app card in a conversation.​

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Automatically

Switch the Intercom integration to automatic mode and Lane pulls feedback from your conversations on its own — each conversation is ingested once it’s closed (so Lane sees the full exchange, not a half-finished thread), plus an optional backfill of the last N days of already-closed conversations to seed your history. Every conversation runs through the same AI feedback filter Lane uses for Zendesk, so only genuine product feedback becomes a record — routine support exchanges are skipped. Conversations already ingested are never duplicated.​

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Manually

To record a specific conversation yourself:
  1. In Intercom, open the conversation that contains product feedback.
  2. In the right-hand sidebar, find the Lane app card.
  3. Fill in the Title and Description.
  4. Click Record feedback.
Lane creates a Feedback item with the original conversation linked, source: Intercom, and posts an internal note back in the conversation confirming it was recorded. You can record more than one item from a single conversation if it raises several points.​

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Customer auto-linking

However feedback comes in, Lane checks for a matching customer by email domain. If an account with that domain exists, the feedback is linked to it automatically; if not, it’s still recorded, just without a customer link. This keeps each piece of feedback tied to the right account for the product team.​

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Close the loop

When the work ships, Lane posts an internal note back in the original Intercom conversation — automatically — so your support and customer success teams know without checking or following up. It’s driven by Plan status.​

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How it works

  1. Feedback is captured from an Intercom conversation.
  2. That feedback is committed to a Plan.
  3. When the Plan reaches your trigger status, Lane posts an internal note in the original conversation — and the feedback is marked loop-closed.​

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Set up Close the loop

  1. Go to Settings → Integrations → Intercom.
  2. Enable Close the loop.
  3. Choose the trigger — a status group (for example, any “Done” status) or a specific Plan status.
  4. Optionally enable Reopen conversation to reopen the Intercom conversation when the note is posted — useful if your CS team wants to proactively reach out after something ships.
Close the loop is available on Pro and Business.
Close the loop applies to feedback that originated from Intercom and still has its linked conversation.

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FAQs

Q: What’s the difference between the two capture modes?
A: Automatic mode ingests conversations for you (AI-filtered). Manual capture is recording a specific conversation from the Lane app card. Q: Does automatic mode capture every conversation?
A: No — each runs through an AI feedback filter, so only genuine product feedback becomes a record. Q: Can I record multiple items from one conversation?
A: Yes, if the conversation raises several distinct points. Q: Can I edit feedback after it’s in Lane?
A: Yes — update the title, description, customer, tags, and other fields. Q: Can I connect more than one Intercom workspace?
A: No — one Intercom workspace per Lane workspace.