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Intercom Integration with Slack

  • December 6, 2025
  • 3 replies
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J

Hello, I see that there is a Slack Intercom integration available here: https://www.intercom.com/help/en/articles/11534476-connect-your-slack-channel

The issue that I see though that is different from the use case that I am targeting is that Intercom tickets are initially created from Slack and not the other way around. I am trying to make it so that if a conversation/ticket is started in Intercom, it is automatically pinged in Slack. As you converse through Slack, those messages are also sent back and forth through Intercom. So my initial entry point would be Intercom versus Slack. Is there a way to do this?

Best answer by Tarek Khalil

Hey ​@Jimmy Kim!

So I think what you're describing is definitely achievable - the native Intercom-Slack integration doesn't support this "reply in Slack" flow anymore (it used to exist in the app store, but I can’t find it anymore). There's an app called Backreply (disclaimer, I built it) in the Intercom app store that does exactly this.

It matches your workflow: new Intercom conversations post to your Slack channel, your team replies in the thread, and it syncs back to Intercom. Works the other direction too - customer replies appear in the same thread.

Happy to answer any questions if you're evaluating it (left a screenshot below to show the intercom conversation and the slack thread).
 

 

    3 replies

    Conor
    Super User ✨
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    • Conor
    • Super User ✨
    • December 11, 2025

    Hey ​@Jimmy Kim , welcome to the Community! That help page is about using Slack as a channel, such that messages in Slack show up as conversations within Intercom (and sync between Slack and Intercom). The intent there is to allow you to use Intercom to support customers who are in Slack (not the other way around). 

    From what I can recall, there isn’t a way to use Slack to support customers who come through any channel - can you share a little more about what you're trying to get to?

    You may be able to use the API for this, but I’m not cleat on what you’re looking to end up with. 

    Thanks! 

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    J
    • Jimmy Kim
    • Author
    • New Participant
    • December 11, 2025

    Hi ​@Conor , thanks for the reply! What I’m basically trying to do is create a channel in Slack where I and others on my team can directly respond back to and see conversations that come in from Intercom. Most of us are in Slack a lot more than Intercom regularly so Slack is just simpler for us to manage overall from a visibility standpoint versus needing to monitor Intercom.

    The ideal workflow for us is the following:

    1. A conversation gets started on Intercom
    2. A slack message automatically gets sent to a Slack channel showing the details of the new conversation from Intercom. This is why the initial entry point in this case is Intercom and not Slack.
    3. If people respond to the new message on Slack as a “Reply” in a threaded conversation, it then sends the response back to Intercom
    4. If people respond back to Intercom in that same conversation, it shows as part of the threaded conversation in Slack
    Tarek Khalil
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    • Tarek Khalil
    • New Participant
    • Answer
    • January 14, 2026

    Hey ​@Jimmy Kim!

    So I think what you're describing is definitely achievable - the native Intercom-Slack integration doesn't support this "reply in Slack" flow anymore (it used to exist in the app store, but I can’t find it anymore). There's an app called Backreply (disclaimer, I built it) in the Intercom app store that does exactly this.

    It matches your workflow: new Intercom conversations post to your Slack channel, your team replies in the thread, and it syncs back to Intercom. Works the other direction too - customer replies appear in the same thread.

    Happy to answer any questions if you're evaluating it (left a screenshot below to show the intercom conversation and the slack thread).
     

     

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