How to Integrate Intercom with Fireflies
Last updated: October 9, 2026
If your team uses Intercom to manage customer conversations and phone calls, Fireflies helps turn those conversations into useful meeting notes and summaries. You can bring Intercom calls into Fireflies for transcription and send notes from your meetings back to Intercom, keeping customer information organized without manual updates.
Let’s get started 🚀
🔍 What Does the Intercom Integration Do?
With the Intercom + Fireflies integration, you can:
Transcribe Intercom calls → Bring phone calls from Intercom into Fireflies to generate transcripts and AI summaries.
Keep customer records updated → Send meeting notes to the relevant Intercom contacts or leads, including meetings that happen outside Intercom.
Keep call notes with the conversation → Send notes from Intercom calls back to the original conversation thread, so your team can easily find the call summary and follow-up details.
🔑 Prerequisites
Before connecting Intercom with Fireflies, make sure you have the following ready:
Intercom account → Access to your Intercom workspace.
Fireflies account → An active Fireflies account.
Once these are ready, you can connect Intercom to Fireflies.
🔗 Connect Intercom to Fireflies
Step 1: Log in to your Fireflies account, go to the Integrations page, and search for Intercom. Click on it to get started.
Step 2: Click Connect.
Step 3: Complete the Intercom authorization.
If you're not signed in, sign in to your Intercom account.
Click Authorize access to grant Fireflies permission to access your Intercom workspace.
Step 4: Once approved, you’ll be redirected back to Fireflies to configure your integration setup.
⚙ Setting Up Your Configuration
When you open your Intercom integration settings in Fireflies, you’ll see two possible actions. Choose the one that matches what you want Fireflies to do with your Intercom account.
Option 1: Pull recordings from Intercom
Choose this option to bring Intercom phone calls into Fireflies and keep the call notes available in Intercom.
Transcribe and summarize calls: Fireflies transcribes Intercom phone calls and generates AI summaries.
Write notes back to Intercom: Fireflies adds the notes to the original Intercom conversation thread.
Steps to configure:
Under Action, select
Pull recordings from Intercom.Click Continue.
Click Save to apply the configuration.
Option 2: Send meeting data to Intercom
Choose this option to send meeting notes from Fireflies to Intercom and keep your customer records updated.
Step 1: Choose an Action
Under Action, select Send meeting data to Intercom and click Continue.
After you choose this action, you’ll see a few steps you can customize based on how you want your meeting data to appear in Intercom.
Step 2: Participant Management
Choose how Fireflies should handle meeting participants who aren't already in Intercom.
Create New Leads From Meeting Participants: When enabled, Fireflies creates an Intercom lead for participants who aren't already in Intercom and attaches the meeting notes to that lead.
Map Notes Only To Existing Contacts/Leads: When enabled, Fireflies doesn't create new leads. Meeting notes are attached only when a participant's email matches an existing Intercom contact or lead.
📌This setting overrides Create New Leads From Meeting Participants.
Choose the options you want, then click Continue.
Step 3: Test Connection
Before completing the setup, verify that your Intercom integration is working correctly.
Create Sample Note → Click this option to send a sample note to Intercom and preview how the meeting data appears.
Review the sample note in Intercom to confirm that the data is being logged as expected.
Once verified, click Continue to proceed.
🧩 Additional Options – Integration Rules
By default, Fireflies sends meeting notes to Intercom for every meeting. If you want more control, you can use Integration Rules to decide which meetings get added.
Integration Rules are available on Business or higher plans.
💡 Learn more about our different pricing plans and how to get started.
🗂 All Meetings
Send notes from every meeting — calls, check-ins, or demos — with no filters applied.
📝 Meeting Title
Only send notes when the meeting title matches specific rules (Contains, Starts with, Equals, Doesn’t Contain).
Example: “Demo”, “Client Call”
👤 Meeting Host
Filter meetings based on who hosted them.
Equals → Only meetings hosted by a specific person
Not Equal → Exclude meetings hosted by a specific person
👥 Meeting Participants
Control which meetings are included based on attendees.
Contains → Include meetings with specific participants
Doesn’t Contain → Exclude meetings with certain participants
🎦 Meeting Type
Filter by meeting type.
Example: External → Only external meetings
🔀 Apply Multiple Filters
Combine rules for more precise control.
Example: Title contains “Demo” AND host is sales@company.com
You can view all the filters currently applied to your configuration. Fireflies will only send notes to Intercom for meetings that match all the conditions you’ve set.
✅ Example applied: Title contains Interview, host = John, participant = Mary, type = External.
💾 Save Your Configuration
Click Save to activate the integration — a flash message will confirm that your configuration has been successfully added.
You can set up multiple configurations — for example, one for internal meetings and another for client calls.
👥 Team Integration Settings
Workspace admins can control how the Intercom integration is used across their team. The available options depend on your plan and workspace role.
Click the vertical ellipsis (⋮) next to your Intercom and select Team Permissions from the dropdown list.
Business and Enterprise
If you are a Workspace Admin on a Business or Enterprise plan, you can manage granular Integration Permissions for the integration, including who can access and connect it.
📖 See Integration Permissions: Control Who Can Access and Connect Integrations for detailed instructions on managing integration permissions.
Free and Pro
Free and Pro users do not have access to the full Integration Permissions dashboard. Instead, Team Permissions opens a modal with the available workspace-level settings.
Apply to entire workspace → Toggle this ON to apply the Intercom integration across your Fireflies workspace. All team meetings accessible by the team admin will have notes sent to Intercom, keeping everything centralized.
📌Meetings that are set to private in a teammate’s Privacy Settings won’t be pushed to Intercom unless you’re a Super Admin who can access meetings regardless of privacy settings.
Restrict non-admin usage → Toggle this ON to prevent non-admin members from creating their own Intercom configurations. This helps maintain consistent data practices and avoids accidental CRM clutter.
After adjusting the toggles to fit your team’s workflow, click Save to apply the changes.
Note: Business and Enterprise Workspace Admins have access to granular integration permissions, while Free and Pro workspaces have more limited workspace-level controls.
🛠 Manage Configuration
Over time, you may need to update your Intercom integration — for example, to rename a configuration, update its settings or remove configurations you no longer use. Fireflies provides a few simple options to manage this.
✏ Edit Configuration Name → Give each Intercom configuration a clear, descriptive name so it's easy to recognize. Click the configuration name (for example, Default Configuration), type a new name (such as Customer Call Notes) and click outside the field to save.
⚙ Edit Configuration Settings → Need to update your integration rules or settings? Click the vertical ellipsis (⋮) next to a configuration, select Edit, update the settings and click Update to save your changes.
🔘 Enable or Disable a Configuration → Use the toggle next to a configuration to control it quickly. Toggle ON to send meeting notes to Intercom; toggle OFF to pause the integration without deleting it.
This is helpful if you have multiple configurations and only want one active at a time.
🗑 Delete Configuration → If a configuration is no longer needed (for example, you no longer want notes added to Intercom), you can delete it. Click the vertical ellipsis (⋮) next to the configuration, select Delete, and confirm.
Deleting a configuration stops that configuration from running, so make sure you no longer need it before removing it.
📤 How Meeting Notes Appear in Intercom
Fireflies adds meeting notes to the relevant Intercom contact or lead, including the meeting title, date, duration, participants, Fireflies meeting link, summary and action items. Notes appear in chronological order.
For Intercom phone calls, Fireflies also writes notes back to the original conversation thread after the call ends.
⏪ Push Past Meetings to Intercom
Sometimes, the meetings you want in Intercom happened before you connected the integration. Whether you enabled the integration later or simply want to add older meeting notes to your CRM, Push Past Meetings lets you choose a date range and meeting type, then send those meetings to Intercom in just a few clicks.
Note: Make sure you've connected Intercom and created at least one push configuration before using Push Past Meetings. If you haven't, complete the Setting Up Your Configuration section above first.
Follow the steps below to push past meetings to Intercom.
From the Intercom integration page, click Push past meetings.
A dialog box will appear. Choose the following:
Date range → Select the meetings you want to send by choosing Last 7, 14, 30, 60, or 90 days, or specify a custom date range.
Meetings to push → Choose whether to push Meetings I attended, Meetings I organized or joined, or All my meetings.
Click Push. Fireflies will send the matching meeting notes to Intercom using your existing configuration settings.
Meetings recorded after you connect Intercom are sent automatically. Push Past Meetings is only needed for meetings that happened before the integration was connected.
🤖 Send AI Skill Outputs to Intercom
Want to send more than just meeting notes to Intercom? Fireflies also lets you send AI Skill outputs directly to your connected Intercom account.
This is useful when you want custom AI-generated content, such as project updates, customer insights, follow-up emails, call analyses, or action item reports, to be sent to Intercom automatically.
👉 Learn how: Send AI Skill Outputs to Any Integrated Tool.
✅ Manually Send Meeting Notes to Intercom
Prefer sending only certain meetings to Intercom? Fireflies also allows you to manually send meeting notes directly from the Notepad.
This is helpful when you want to review or edit notes first and then send only the relevant conversations to specific contacts, companies, or records in Intercom- without relying on automation rules or integration configurations.
👉 Learn how: Manually send Fireflies meeting notes to Intercom.
❌ Disconnect Integration
If you no longer need Fireflies connected to Intercom, you can disconnect the integration at any time.
Click Disconnect to remove the integration. Fireflies will stop sending meeting notes to people and companies in Intercom.
Once disconnected, Fireflies will stop adding meeting notes to Intercom. You can always reconnect later if needed.
🔧 Troubleshooting
Issue | What to Check / Do |
|---|---|
Meeting data not showing in Intercom | • Make sure the Intercom integration is connected in Fireflies. |
New leads not being created | • Check whether Create New Leads From Meeting Participants is enabled. |
Meeting notes not appearing on contacts or leads | • If Map Notes Only To Existing Contacts/Leads is enabled, make sure the contact or lead already exists in Intercom. |
Call notes not appearing in Intercom | • Confirm that Pull recordings from Intercom is selected. |
Still stuck? Contact support via this link for more help.
❓ Frequently Asked Questions
1. Can I send meeting notes to Intercom for meetings that happen outside Intercom?
Yes. Fireflies can send notes from meetings outside Intercom to relevant Intercom contacts or leads.
2. How do I control which meetings sync with Intercom?
Yes. You can use integration rules to control which meetings send notes to Intercom based on meeting title, host, participants or meeting type.
3. What happens when I connect Fireflies to Intercom phone calls?
Fireflies transcribes Intercom phone calls, generates summaries and writes the notes back to the original conversation thread.
4. What are the two actions available in the Intercom integration?
You can choose Pull recordings from Intercom to bring calls into Fireflies or Send meeting data to Intercom to send meeting notes to Intercom.
🔎 Recap
The Intercom integration helps you manage meeting data and customer conversations between Fireflies and Intercom. Here’s what you covered:
Pull Intercom phone calls into Fireflies for transcription and summaries.
Send meeting notes to Intercom contacts and leads.
Set integration rules to control which meetings sync with Intercom.
Manage your integration configurations.
📚 Related Guides
Want to explore more integrations with Fireflies?
Integration Rules Engine → Understand how to control which meetings sync across integrations
AI Meeting Summaries Guide → Understand how Fireflies captures, summarizes, and organizes meeting takeaways.