Connect Intercom
Connect Pluno to Intercom so it learns from your past conversations, resolves conversations, drafts replies for your agents and escalates to engineering.
Pluno works inside Intercom. It learns from your past conversations, resolves customer conversations on its own, drafts replies for your agents, escalates issues to engineering, tags conversations, and reviews every conversation for quality. Your inbox, teammates and reporting stay in Intercom.
What Pluno does in Intercom#
| Module | In Intercom |
|---|---|
| Deflection AI | Resolves customer conversations on its own, and hands the rest to your team |
| AI Copilot | Suggested replies, guidance and sources next to the conversation |
| Escalation Copilot | Escalates conversations to engineering and brings updates back |
| AI Tagging & Field Filling | Tags conversations |
| Quality Assurance | Reviews every conversation |
Before you start#
- You are an admin in Intercom.
- You have the Admin role in Pluno.
Connect Intercom#
- In the Pluno web app, open Settings, then Intercom.
- Select Connect Intercom and approve the request in Intercom.
- Under Knowledge hub, choose which knowledge hub this Intercom workspace uses, or keep Use default knowledge hub.
Pluno then imports your past conversations and starts learning from them.
Give your agents Copilot#
Your agents use AI Copilot and Escalation Copilot next to the conversation, through the Pluno Chrome extension for Intercom.
- Each agent installs the Pluno extension for Intercom in Chrome.
- They sign in to Pluno with the same email address they use in Intercom.
Access is matched by email address, so an agent's Pluno account and Intercom account must use the same one.
Finish the setup with the Pluno team#
Every customer gets dedicated onboarding with the Pluno team. On your onboarding call, the team sets up the rest with you: automatic replies, workflows, escalation destinations and quality criteria.
Book your onboarding call, or contact the Pluno team.
Track usage in Intercom#
If you switch on Track Copilot usage in sidebar preferences, Pluno adds usage counters to your Intercom conversations, such as pluno_copilot_suggested_message_used_count, so you can report on them in Intercom.
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