This guide walks you through connecting Intercom to Voxjar so your Intercom Phone calls are evaluated automatically. Once connected, Voxjar checks Intercom for new recorded calls every few minutes, imports each recording with its teammate, customer, team, tags and CSAT rating, and scores it against your scorecards. Setup takes about 5 minutes: check that calls are recorded, then sign in with Intercom from Voxjar.
Prerequisites
Intercom Phone set up in your Intercom workspace, with call recording turned on. Voxjar can only import calls that Intercom recorded.
An Intercom teammate who can install apps in your workspace. You will sign in to Intercom as this teammate in Step 2.
Administrative permissions in your Voxjar portal, on a paid Voxjar plan.
This guide covers calls. Intercom chats, emails and tickets are not imported.
Step 1: Check that Intercom records your calls
In Intercom, go to Settings > Channels > Phone.
Make sure call recording is on for the numbers your team uses.
Important: A call that Intercom did not record has nothing for Voxjar to evaluate, so it is not imported.
Step 2: Connect in Voxjar
In Voxjar, go to Settings > Integrations and click Available.
Find the Intercom tile and click Connect.
Sign in to Intercom as the teammate from the prerequisites and approve Voxjar's access. If your workspace is hosted in Europe or Australia, choose that region on Intercom's sign-in page.
Intercom returns you to Voxjar. Before saving the connection, Voxjar checks that it can read your workspace, your phone conversations and your calls. If a check fails you see a message naming what to fix (see Troubleshooting).
Voxjar asks for read-only access: it reads your phone conversations and calls, your teammates, and the customer on each call. It never sends messages, changes conversations or contacts your customers.
After connecting, Voxjar syncs your Intercom teammates as agents and your teams as filters. Wait for the integration to show as synced before you create an import, so every agent and team is available to filter on.
Installing from the Intercom App Store? Approve access in Intercom, then sign in to Voxjar when asked. The connection is added to the Voxjar account you are signed in to, so switch to the right account first if you have more than one. Only Voxjar admins can finish the connection.
Step 3: Create an import
Click Imports in the left sidebar, then Create Import.
Choose Intercom as the source.
Filter by agents, call direction, team, Intercom tags, CSAT rating and duration to target the calls you want.
Pick a scorecard and turn on AI to evaluate every imported call, or assign human reviewers.
After connecting
Voxjar checks Intercom for new calls about every 5 minutes. A call arrives once it has ended and Intercom has finished its recording.
Automatic imports bring in calls from the moment you connect. To bring in earlier calls, create an Adhoc import with a past date range.
Only recorded calls handled by a teammate are imported. Calls handled only by Fin, Intercom's AI agent, are not imported yet. Fin appears in your agent list because Intercom lists it as a teammate.
Each interaction carries the details Intercom has for the call where available: the customer's name, email and phone number, the team, Intercom tags, the CSAT rating and comment, and your conversation attributes (where teams usually record the call outcome).
Voxjar transcribes every call itself, so transcripts are consistent with your other integrations.
Calls are matched to agents by their Intercom teammate. Invite your agents to Voxjar with the same email addresses they use in Intercom so scores land on the right person.
Connecting the same Intercom workspace again refreshes its sign-in instead of creating a duplicate.
To remove the integration completely, disconnect it in Voxjar (Settings > Integrations) and also uninstall Voxjar from your Intercom workspace's app settings. If you only uninstall it in Intercom, Voxjar stops importing calls until you connect again.
Troubleshooting
"Intercom denied access to calls": Intercom Phone is not set up in this workspace. Set up Intercom Phone, then connect again.
"Intercom denied access to conversations": access was not fully approved. Connect again and approve every permission Voxjar asks for.
"Could not read your Intercom workspace": the sign-in did not complete for this workspace. Connect again, and if your workspace is in Europe or Australia, pick that region on Intercom's sign-in page.
"Your Intercom install expired before it finished": more than 15 minutes passed between approving in Intercom and signing in to Voxjar. Connect Intercom again from Settings > Integrations.
"Only Voxjar admins can connect Intercom": ask an admin on your Voxjar account to connect it.
Connected, but no calls arrive: check that call recording is on in Intercom (Step 1), that your import is active, and that its filters and date range match calls that were actually recorded and handled by a teammate.
Imports stopped after working for a while: Voxjar may have been uninstalled from your Intercom workspace, or the teammate who connected it was removed. Connect Intercom again from Settings > Integrations.