Qualiteam.ai + Intercom

Qualiteam.ai + Intercom Integration

Connect Intercom to Qualiteam.ai to review 100% of your conversations and turn them into clear quality insights and coaching actions — without relying on manual sampling.

All results and reports are available in the Qualiteam dashboard (not inside Intercom).

What Qualiteam.ai imports from Intercom

For communication quality evaluation, Qualiteam.ai imports:

• Conversations — including the full message content

• Conversation metadata — such as IDs, timestamps, participants, and other related attributes

• Users & companies — basic information linked to each conversation

What we don’t do: Qualiteam.ai is read-only. We don’t send messages to Intercom, edit conversations, or make changes in your workspace.

Getting started

1. Sign up to Qualiteam.ai

2. Create your Account

3. Create your first project - Standard Support QA

4. Click Create Project & Run First evaluation

5. In Integration Settings, choose Intercom

6. Click Connect Intercom

7. You’ll be redirected to Intercom — click Authorise to grant access

8. Return to Qualiteam.ai and confirm the status shows Connected

Initial sync: after connecting, Qualiteam will begin importing your Intercom data. The first import may take a few minutes (or longer for large workspaces). You can continue using Qualiteam while the sync runs.

Filter imported conversations by agent

In Intercom Integration Settings, refresh the agent list and use Conversation agent filter to choose which teammates should qualify conversations for import.

• With no agents selected, conversations from all Intercom agents remain eligible.
• With one or more agents selected, a conversation is eligible when any selected agent authored a stored message. Customer-visible replies and internal notes both count; assignment, close, open, and snooze events without message bodies do not.
• Agent filtering is combined with the channel, email-domain, and conversation-attribute filters.
• The selection applies to syncs started after the setting is saved. It does not delete existing conversations or backfill previously skipped history, and changing it does not reset the Intercom sync watermark.
• Provider updates to already-imported conversations are also prospective: an update is stored only when the refreshed conversation still matches. A skipped update leaves the existing stored conversation unchanged.
• Reconnecting to another Intercom workspace preserves the selected source IDs. If those agents are unavailable in the new workspace, clear or replace the unavailable selections before future conversations can match.

Pause incoming conversations and limit catch-up

The Intercom Incoming conversation filtering section controls only this Intercom connection. Other providers keep their equivalent controls in their own filtering sections.

• Pause fetching stops Intercom conversation downloads. Evaluations already queued for stored conversations can continue.
• Fetching also pauses automatically when the company has no available free evaluations or has reached its allowed paid-balance threshold. The automatic reason is read-only; the Intercom manual switch remains independently editable.
• Conversations to keep after setup or resume defaults to 10. The first import, and the first import after either kind of pause, keeps only the newest matching Intercom conversations through the recorded resume time. The agent, channel, email-domain, and attribute filters still apply before the limit.
• Set the limit to 0 to discard the unfetched Intercom backlog without downloading it and continue from the new checkpoint.
• A failed bounded import retries with the same resume time. After success, the watermark advances to that exact time so normal overlap does not immediately re-import discarded candidates.
• These controls never delete already stored conversations, change existing evaluations, or backfill older skipped conversations.