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Connect your Intercom workspace to let the Canvas Agent use customer conversations and help content during an investigation.
Connectors work per user and per Honeycomb Team. You connect your own account, and the Canvas Agent uses the connected service as your account. Connecting a connector does not connect it for anyone else on your Honeycomb Team. If you belong to more than one Honeycomb Team, connect your account in each Team. Your tool permissions also apply only to you, in one Honeycomb Team. There are no Team-level connector controls yet.Connectors work through your account, so an automatic investigation has no connector access at all.

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What the Canvas Agent can do

  • Read conversations, contacts, companies, and help articles.
  • Add internal notes to conversations.
  • Create or update help articles.
Honeycomb reviews each tool in a connector and gives it a default permission. Until you set your own tool permissions, these defaults apply:
  • The Canvas Agent runs reviewed read-only tools without asking.
  • For reviewed write tools and destructive tools, the Canvas Agent asks you to approve each call.
  • The Canvas Agent does not run deprecated tools.
The Canvas Agent runs a tool only when your investigation needs it. To change the defaults, visit Managing tool permissions.

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Before you connect

The Canvas Agent connects to Intercom through the Intercom MCP server. The server has these requirements:
  • Your Intercom workspace must be in the same region as your Honeycomb Team. Honeycomb EU connects to Intercom EU, and Honeycomb US connects to Intercom US. Intercom does not support workspaces hosted in Australia.
  • Internal notes are visible only to your teammates in Intercom. The Canvas Agent cannot send a reply that your customer can see.
  • Intercom posts each internal note as you. If the Canvas Agent adds a note to a snoozed conversation and a different teammate owns that conversation, Intercom reopens it.
  • If the Canvas Agent creates a help article, Intercom saves the article as a draft.

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Connecting Intercom

  1. Navigate to Canvas > Connectors.
  2. Find Intercom in the connector list.
  3. Select Connect.
  4. Authorize Honeycomb from the Intercom authorization page.
After the connection succeeds, the Intercom connector shows a Connected badge.

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Turning Intercom on or off

  1. In a Canvas chat, select the plus (+) button.
  2. Choose Connectors.
  3. Use the toggle beside Intercom.

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Disconnecting Intercom

  1. Navigate to Canvas > Connectors.
  2. Find Intercom and select Manage.
  3. Select Disconnect.
Intercom does not let Honeycomb revoke the authorization. When you disconnect Intercom, Honeycomb deletes its copy of the authorization, but Intercom can still accept it until it expires. To learn more, visit Canvas Connectors.