Skip to main content
Your Grio CX agent joins your Intercom as a teammate. It replies to the conversations you send it, hands over to your team when it can’t help, and closes conversations once the customer is happy. Your inbox, Messenger, workflows and reports stay exactly as they are.
Setup takes about 20 minutes. You’ll go back and forth between Intercom and Grio three times: create things in Intercom, connect them in Grio, then switch notifications on in Intercom.

​
Before you start

Intercom admin

You need admin rights to create an app, a teammate and a workflow.

One Intercom seat

For the Grio teammate. It must have Inbox access to reply.

A Grio CX agent

Already set up with your knowledge base. Your Grio contact can help.
Keep two browser tabs open side by side: one on Intercom, one on Grio. You’ll copy values from one to the other.

​
Part 1 — In Intercom

1

Add the Grio teammate

In Intercom, go to Settings → Teammates and invite a new teammate.
  • Name: what customers will see on Grio’s replies, for example Grio CX or your support brand’s name.
  • Email: an address your company controls, for example grio@yourcompany.com.
  • Seat: give it a seat with Inbox access.
Accept the invitation from that mailbox so the teammate becomes active.
Without an Inbox seat, Intercom refuses every reply Grio tries to send.
2

Create a private app

Go to Settings → Integrations → Developer Hub and click New app.
  • App name: Grio CX
  • Workspace: your company’s workspace
The app stays private to your workspace. Nobody outside your company can install it.
3

Give the app its permissions

In your new app, open Authentication → Edit and tick:
  • Read and write conversations
  • Read and write tags
  • Read admins
  • Read users and companies
  • Read and list articles (lets Grio answer from your Help Center)
Click Save.
4

Copy two values

Keep these for Part 2:
Both values open your Intercom. Paste them only into Grio. Never send them by email or chat.

​
Part 2 — In Grio

1

Open your agent's connections

In Grio, go to Agents, open the agent that will answer in Intercom, then click Add connection → Helpdesks → Intercom.
2

Connect

  • Region: where your Intercom workspace is hosted (Europe, United States or Australia). If unsure, look at your Intercom address: app.eu.intercom.com is Europe, app.au.intercom.com is Australia, otherwise United States.
  • Access token and Client secret: paste the two values from Part 1.
Click Connect. Grio checks them with Intercom straight away.
3

Choose who writes and who takes over

  • Writes as: the teammate you created in Part 1.
  • Hands over to: the team (or person) that takes conversations Grio can’t handle.
  • Answer from your Help Center: leave it on to let Grio use your Intercom articles.
  • Close when resolved: leave it on to let Grio close conversations once the customer confirms.
Click Continue. Grio now shows a Webhook URL. Copy it.

​
Part 3 — Back in Intercom

1

Let Intercom notify Grio

In Developer Hub, open your app → Webhooks.
  1. Paste the Webhook URL from Grio.
  2. Tick these six topics:
  1. Click Save.
Within a minute, Grio shows Intercom reached the agent.
2

Send conversations to Grio

Go to Workflows and create a workflow that assigns conversations to the Grio teammate. For example: when a customer opens a new conversation → assign to Grio CX.
Grio only answers conversations assigned to its teammate, so the workflow decides how much it handles. Start small (one channel, one language or one audience), check the answers for a few days, then widen.
3

Try it

Open your Messenger as a customer and ask something your Help Center answers. Grio replies within about 15 seconds.Then ask to talk to a person: Grio adds a note for your team and assigns the conversation to them.

​
Day to day

Every conversation Grio handles also appears in Grio, read-only, with its summary, sentiment and the agent’s reasoning. Replies always happen in Intercom.

​
If something doesn’t work

Check three things:
  1. The six webhook topics are ticked and the Webhook URL is saved (Part 3, step 1).
  2. The conversation is assigned to the Grio teammate (Part 3, step 2).
  3. The Grio teammate has a seat with Inbox access (Part 1, step 1).
Give the Grio teammate a seat with Inbox access in Settings → Teammates.
Make sure the Region matches your Intercom workspace and that the access token was copied in full. If Grio says the token can’t read your teammates, add Read admins to the app’s permissions (Part 1, step 3).
Send a message in the Messenger on a conversation assigned to Grio. The first notification arrives with it.
If the access token was revoked or the app uninstalled, Grio pauses the connection and asks for new credentials. Create a new access token (Part 1, step 4) and paste it in Add connection → Intercom.
Need a hand during setup? Contact your Grio representative.