> ## Documentation Index
> Fetch the complete documentation index at: https://docs.laneapp.co/llms.txt
> Use this file to discover all available pages before exploring further.

# Intercom

> Bring feedback from Intercom into Lane — automatically or from the conversation sidebar — and close the loop when the work ships.

## 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.[**​**](https://docs.laneapp.co/introduction#connect)

## **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).[**​**](https://docs.laneapp.co/introduction#bringing-feedback-in)

## **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.[**​**](https://docs.laneapp.co/introduction#automatically)

### **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**](https://docs.laneapp.co/zendesk), so only genuine product feedback becomes a record — routine support exchanges are skipped. Conversations already ingested are never duplicated.[**​**](https://docs.laneapp.co/introduction#manually)

### **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**](https://docs.laneapp.co/insights) 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.[**​**](https://docs.laneapp.co/introduction#customer-auto-linking)

## **Customer auto-linking**

However feedback comes in, Lane checks for a matching [**customer**](https://docs.laneapp.co/customers) 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.[**​**](https://docs.laneapp.co/introduction#close-the-loop)

## **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**](https://docs.laneapp.co/docs) status.[**​**](https://docs.laneapp.co/introduction#how-it-works)

### **How it works**

1. Feedback is captured from an Intercom conversation.
2. That feedback is committed to a [**Plan**](https://docs.laneapp.co/docs).
3. When the Plan reaches your trigger status, Lane posts an **internal note** in the original conversation — and the feedback is marked loop-closed.[**​**](https://docs.laneapp.co/introduction#set-up-close-the-loop)

### **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**.

<Note>
  Close the loop applies to feedback that originated from Intercom and still has its linked conversation.
</Note>

## **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.