Overview
In Canny Ideas, the Intercom integration runs Autopilot on closed conversations to create ideas on your Ideas dashboard, with the conversation attached as an Insight. The Canny sidebar widget in Intercom also lets agents create or link ideas manually from a conversation.
Intercom is available on all plans. The Intercom integration counts toward your integration limit on the Free plan.
Connecting the integration
Once connected, the Intercom integration has two tabs:
Connection tab — controls Canny Autopilot:
Enable Autopilot — toggle Autopilot on to start capturing feedback from Intercom conversations.
Backfill window — set how many days back to pull closed conversations on connection (default 30, max 180). After that, Canny continuously processes newly closed conversations.
Filter by team inbox — under Autopilot settings, scope Autopilot to a specific Intercom team inbox. Defaults to "Everything".
Settings tab — controls how ideas created from Intercom behave:
Send new ideas to Portal — when an idea is created via Intercom, also publish it to your Feedback Portal. Off by default.
Insights → Required fields — mark Insight fields as required when adding feedback from within Intercom. Currently supports the Priority field.
Autopilot
When Autopilot processes a closed Intercom conversation, it extracts feature requests and surfaces them in the Autopilot inbox. The suggested action is to create an idea. Approving a suggestion:
Creates a new idea on your Ideas dashboard.
Attaches the Intercom conversation as an Insight on that idea.
Does not publish anything to your portal or notify any end-user.
Conversations must be closed to be sent to Autopilot. Feedback will not be captured from open conversations.
See Autopilot — Ideas for full details.
Manual feedback from the inbox
When an agent uses the Canny sidebar widget in Intercom during a conversation, they can search for an existing idea or create a new one. The conversation is attached as an Insight on that idea.
Data synced from Intercom
The following user and company fields are pulled from Intercom into Canny and used to enrich Insights and user profiles: name, email, avatar URL, created date, Intercom user type, company name, company created date, Intercom company ID, and monthly spend.
Things to note
Conversations are only processed after they are closed in Intercom.
Ideas created via Autopilot are internal by default — they are only published to the portal if you have the Send new ideas to Portal toggle enabled, or if you manually publish the idea.
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