# Intercom

> Add notes and manage customer conversations in Intercom.

Source: https://cotera.co/docs/reference/tools/individual-tools/intercom

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**Authentication Type:** API Key\
**Description:** Add notes and manage customer conversations in Intercom.

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## Authentication

To authenticate, you'll need an Intercom access token. Learn how to create one in the [Intercom Developer documentation](https://developers.intercom.com/docs/build-an-integration/learn-more/authentication#access-tokens).

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## Conversations

Manage customer conversations and notes in Intercom.

### Add Note

Add a note to a conversation in Intercom. Requires the conversation ID and admin ID.

**Operation Type:** Mutation (Write)

**Parameters:**

* **conversationId** `string` (required): The ID of the conversation to add the internal note to
* **adminId** `number` (required): The ID of the admin creating the internal note
* **body** `string` (required): The content/body of the internal note (only visible to admins, not end users)

**Returns:**

* **noteId** `string`: The ID of the created internal note
* **success** `boolean`: Whether the internal note was successfully created

**Example Usage:**

```json
{
  "conversationId": "7890123456",
  "adminId": 12345,
  "body": "Customer mentioned they are interested in upgrading to the Enterprise plan. Following up with pricing information and scheduling a demo call for next week. Note: They specifically asked about advanced analytics features and custom integrations."
}
```

***

## Common Use Cases

**Customer Support Documentation:**

* Add internal notes to track customer conversation context and resolution steps
* Document important customer requests or feedback for future reference
* Record follow-up actions and next steps for team coordination

**Team Collaboration:**

* Share context between support team members handling the same customer
* Document escalation reasons and technical details for specialist teams
* Track customer interaction history for improved service quality

**Quality Assurance:**

* Add supervisor notes for training purposes and performance evaluation
* Document resolution strategies for common issues to build knowledge base
* Record customer satisfaction insights and improvement opportunities

**Account Management:**

* Note upselling opportunities and customer expansion potential
* Track customer health indicators and engagement patterns
* Document relationship milestones and important account developments