This guide walks you through connecting your Intercom workspace to Soon. Once connected, Soon can securely use your Intercom conversation data to help you forecast workload, plan staffing, and understand demand across channels.
The setup takes just a few minutes and can be undone at any time.
What you’ll need
Before you start, make sure:
You have access to a Soon account
You need to be the Team Owner of your Soon account
You are logged into Intercom
You have permission to authorize apps in your Intercom workspace (admin or equivalent)
Step 1: Open the Intercom integration in Soon
Log in to Soon
Go to Account → Integrations
Find Intercom in the list
Click Connect
Soon will redirect you to Intercom to securely request access. No data is shared yet.
Step 2: Authorize Soon in Intercom
You’ll now see an Intercom screen titled:
“Soon wants to access Intercom”
Here, Intercom clearly shows what Soon is asking permission for, such as:
Viewing conversations (chat, email, calls)
Viewing people and companies
Accessing teams, teammates, tags, and activity metadata
Accessing tickets (if enabled in your workspace)
Soon only requests read access. It cannot send messages, modify conversations, or change anything in Intercom.
To continue:
Review the permissions
Click Authorize access
Intercom handles the authorization securely using OAuth.
Step 3: Confirm the connection in Soon
After approving access, you’ll be redirected back to Soon.
You should now see:
Intercom marked as Enabled
Connection status set to Connected
That’s it. Your Intercom workspace is now connected to Soon.
If needed, you can disconnect the integration at any time from this screen.
Step 4: Create datasets from Intercom conversations
Once connected, you can decide which Intercom conversations Soon should use.
View existing datasets
Go to Account → Integrations → Intercom
Click Datasets
Here you’ll see all datasets that are currently active or inactive.
Create a new dataset
Click Create New Dataset
Give the dataset a clear name (for example: Support Chat Conversations)
Select Raw Conversations as the source
Apply filters, such as:
Channel (chat, email, call)
Team
Custom attributes
Set the dataset status to Active
Click Create Dataset
Soon will now automatically keep this dataset up to date based on your filters.
You can create multiple datasets for different teams, channels, or use cases.
How Soon uses your Intercom data
Soon uses Intercom data only to:
Measure incoming workload
Power forecasting and staffing models
Help you plan schedules based on real demand
Soon:
Does not send messages in Intercom
Does not modify or delete data
Only accesses data covered by the permissions you approved
Disconnecting Intercom
You’re always in control.
You can disconnect Intercom from Soon at any time:
In Soon: Account → Integrations → Intercom → Disconnect
In Intercom: Workspace settings → Authorized apps → Revoke Soon
Once disconnected, Soon immediately stops accessing your Intercom data.
Need help?
If you have questions or run into issues while connecting Intercom, reach out to us at:
We’re happy to help.