Intercom integration
Maximus reads contacts, companies, conversations, outbound message engagement and notes from Intercom over a read-only connection. The connection carries the Onboarding checkpoint: Maximus correlates conversation activity and message replies with the onboarding milestone checks on day 7, day 21 and day 45, so a stalled milestone is visible as a specific blocked step rather than a missed date.
Intercom is one of the systems Maximus reads to run the Onboarding checkpoint. Below: the exact objects it reads, how the connection is made, and what runs once it is live.
- Category
- Support
- Lifecycle checkpoint
- Onboarding
- Access requested
- Read-only by default
- Write access
- Opt-in per action
Maximus reads your whole stack.
The exact objects and fields. This is the whole of what Maximus reads from Intercom — a list, not a claim about a category of tooling.
| Object | Fields read |
|---|---|
| Contacts | email domain, company, plan, last seen, custom attributes |
| Companies | name, domains, plan and seat context |
| Conversations | state, assignee, tags, created date, first response time, part count |
| Messages | delivered, opened, clicked, replied |
| Notes | author, created date, contact or company |
Two-way sync with your CRM. Read access to everything else. No rip-and-replace.
Connect Intercom
Four steps, and the first one is an OAuth handshake with read-only scopes. There is no import to run and no data model to migrate. Least-privilege integrations: read-only scopes by default; write scopes opt-in per action.
Step 1: Connect Intercom
OAuth into Intercom. Read-only by default, and most teams see their first risk scores within one business day.
Step 2: Map the lifecycle
Maximus builds a checkpoint timeline per contract — onboarding, first value, adoption review, QBR, renewal window, expansion trigger.
Step 3: Let the agents run
Agents monitor every signal, draft the follow-up, open the Jira ticket, brief the CSM in Slack, and escalate what actually needs a human.
Step 4: Report on revenue
NRR, GRR, logo and dollar churn, renewal forecast by confidence band — exportable, auditable, board-ready.
How Intercom data reaches the lifecycle
Where the data goes after the handshake, and where it stops.
- SourceIntercom — Support.
- Read path5 objects and 21 fields, read with read-only scopes.
- CheckpointOnboarding, on the account's lifecycle timeline.
- ActionAgents run the plays below: they draft the follow-up, open the Jira ticket, brief the CSM in Slack, and escalate what actually needs a human.
Five agent plays that run on Intercom
Five of the prebuilt plays that run on this data, named as they appear in the product. Each one is a checkpoint, an owner, a deadline and a defined exit — not a notification.
Onboarding chase
Runs the onboarding project and its milestone SLAs, so a slipping step is chased the day it slips (§5 B.13).
Adoption dip
Fires on the day-30 adoption dip, with an owner, a deadline and a defined exit (§4).
Ticket-storm escalation
Routes the escalation by severity, segment or ARR band, and opens the Jira ticket with the context attached (§5 A.8–A.9).
Renewal prep
Runs the 180/120/90/60/30-day renewal countdown plays and auto-drafts the QBR deck in your brand voice (§5 B.12, A.7).
Expansion signal
Turns an expansion trigger into a play, with the evidence attached (§5 B.11).
Every run is logged — each action, its input, its output and the reasoning trace behind it — and approval gates are configured per action class (§5 A.5).
What Maximus is allowed to touch in Intercom
Least-privilege integrations: read-only scopes by default; write scopes opt-in per action. Write access is granted by you, per action, not by the install.
| Object | Access requested | Write access |
|---|---|---|
| Contacts | Read | Not requested by default |
| Companies | Read | Not requested by default |
| Conversations | Read | Not requested by default |
| Messages | Read | Not requested by default |
| Notes | Read | Not requested by default |
SOC 2 Type II: In progress — not yet verified · GDPR and India DPDP: In progress — not yet verified · SSO/SAML · Data residency in United States, European Union, India
Intercom and the customer lifecycle
The narrative this page carries about Intercom and the Onboarding checkpoint.
Onboarding stalls in conversations, not in projects
Onboarding is owned by the CSM and the implementation lead, triggered when the kickoff is held, and it exits on two conditions: the first value milestone is met and the customer's administrator is trained. Maximus runs milestone checks on day 7, day 21 and day 45 against those conditions.
For a product-led or in-product onboarding motion, the evidence of a stall is usually sitting in the support conversation: a question asked three times, a message nobody replied to, a step the customer never completed. Intercom is where that shows up first.
What conversation data changes on the account timeline
Every conversation and every outbound message becomes an event on the account's timeline, next to its tickets, its delivery work and its usage. Engagement on the messages Maximus and the team send — delivered, opened, replied — is itself a signal, because a customer who has stopped opening anything is on a different trajectory from one who replies late.
That signal feeds the health score as a weighted, editable driver, and it informs the adoption checks once onboarding closes: depth of use is measured in the product, but the reason for a drop is often answered in the conversation.
Reads at install, actions on request
| Action | Read | Write | Default |
|---|---|---|---|
| Onboarding conversation context | Conversations, tags, timestamps | None | At install |
| Engagement drivers | Message delivery, opens, replies | None | At install |
| Account timeline | Contact, company and note context | None | At install |
| Drafted customer message | The play, the account and its audit trail | A draft or a sent message | Opt-in per action |
What this connection does not do
- It does not read conversation attachments or the content of file uploads.
- It does not reassign or close conversations.
- It does not send anything at install, and a message that needs approval does not travel without it.
Connecting it
Maximus reads with read-only scopes by default, there is no migration to run and nothing to move, and the connection is live the day the Intercom admin authorises it. The read surface starts at Contacts and stops where this page says it stops: nothing else in the account is read, and no field outside the list above is requested.
Questions about Intercom
The three things buyers ask about this connection before they sign.
Where Intercom fits
The integrations near this one, then the pages a buyer reads before buying.
- Zendesk integration
The Zendesk objects and fields Maximus reads, how ticket volume and CSAT feed the health score, and what triggers the escalation play.
- Freshdesk integration
The Freshdesk objects and fields Maximus reads, how SLA pressure and reopen rate become risk drivers, and what the escalation play posts.
- Slack integration
The Slack surfaces Maximus reads, how sentiment on customer channels feeds the health score, and where its own escalations are posted.
- Pricing
$189 per seat per month, $170 when billed yearly — every feature, every integration, unlimited managed accounts.
- Trust and security center
SOC 2 Type II: In progress — not yet verified · GDPR and India DPDP: In progress — not yet verified · SSO/SAML · Data residency in United States, European Union, India
Stop reacting to churn. Start running the lifecycle.
Most teams connect their stack and see their first risk scores within one business day. There is no implementation fee.
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