TriggerIntercomReal-timeUpdated May 2026
How do I trigger when a new Intercom conversation starts?
Short answer: Drop the "Intercom → New Conversation" trigger on your workflow canvas, add filters if you want them, and publish. It fires within seconds of the event in Intercom, not on a polling schedule.
Anatomy
What this trigger looks like in a workflow.
Drop it on the canvas. Configure a couple of fields. Publish.
In the builder
Trigger
New Conversation
When the matching event happens
conversation addedwhen conversation createdwhen a new conversation is started in intercomwatch for conversation createdon conversation creatednew conversation creatednew conversation
What this trigger returns
for the curiousYou don’t need to read this. Tiny Command auto-maps every field into the visual picker so downstream nodes can pull values by clicking. We show it here for power users who want to know what’s on the wire.
{"body": "Hi, I need help with billing","state": "open","created_at": 1712835600,"author_name": "Jane Smith","author_email": "jane@example.com","conversation_id": "123456789"}
Output shape
Fields available to downstream nodes.
Every field below can be referenced by name in any action or filter that comes after this trigger.
| Field | Type | Example |
|---|---|---|
| body | string | "Hi, I need help with billing" |
| state | string | "open" |
| created_at | number | 1712835600 |
| author_name | string | "Jane Smith" |
| author_email | string | "jane@example.com" |
| conversation_id | string | "123456789" |
Pairs with
Drop these actions after New Conversation.
FAQ
Questions about New Conversation.
How does the New Conversation trigger work in Intercom?
Fires when a new conversation is started in Intercom (by a user via messenger/email or by an admin). The standard inbound hook for AI triage, routing, and bot handoff.
Is the New Conversation trigger real-time?
Yes. New Conversation uses webhooks or push subscriptions, not polling. Your workflow fires within seconds of the event happening in Intercom.
What data does New Conversation return?
The full event payload from Intercom. The output shape table on this page lists every field, its type, and an example value so you can map fields into downstream nodes.
Can I filter New Conversation so only some events start a workflow?
Yes. Add a Filter node right after the trigger and match on any field, whether that's subject, sender, status, or anything else in the payload. Workflows only continue when the filter passes.
Do I need Intercom admin permissions to use New Conversation?
For most Intercom accounts a standard user can authorize the trigger. Some Intercom plans require an admin to enable third-party webhooks. Check Intercom's docs if the trigger fails to register.
More triggers
Other Intercom triggers.
Trigger
New Contact
Fires when a new contact (lead or user) is created in Intercom. Use to enrich, sync into your CRM, or kick off a welcome sequence.
TriggerConversation Closed
Fires when an Intercom conversation is closed by an admin. Common use: send CSAT survey, log resolution to CRM, run an AI quality check on the resolved thread.
TriggerUser Replied
Fires when a user replies to an Intercom conversation. Useful for re-opening tickets, alerting the assigned admin, or routing to a different team based on the reply content.
TriggerUser Tagged
Fires when a user is tagged in Intercom. Use to sync segment membership into your CRM/CDP or to kick off a tag-based workflow (e.g. VIP onboarding).
Build a workflow on this trigger.
One trigger. 20+ downstream actions. Zero glue.
