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The Daily Brief and Watchlist reference specific conversations (“the worst-CSAT exchange this week was about billing portal access”). Without a deep-link template, you’d have to copy the topic into your helpdesk search to find it. With one, the conversation opens in one click.

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What you configure

Per helpdesk, two URL patterns:

Conversation URL

Required. Use {id} for the conversation id. Intercom also accepts {appId} for your workspace.

Account URL

Optional. Same {id} substitution. Used by the Accounts view when sourced from this helpdesk.
https://app.intercom.com/a/inbox/{appId}/conversation/{id}

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Where to configure

Settings → Integrations → Deep-link templates. One card per provider. Save independently. Owners and admins only.

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How the brief uses them

When a deep-link template is configured for Intercom (today’s only live OAuth source), the brief’s worst-CSAT ticket-context block injects a real conversation URL alongside each item. The brief prompt is then instructed to weave the link inline as a parenthetical the first time it references that conversation:
“the billing-portal exchange (https://app.intercom.com/a/inbox/…/conversation/123) ended with a reset apology”
Email and Slack renderers auto-linkify URLs, so the link appears as a clickable anchor in both delivery channels.
If no template is configured, the brief reads identically — just without the URLs. Backwards-compatible by design.
The Coaching drawer renders the Open button next to each sample using the sample’s stored external_url (populated at sample-capture time, independent of the template).

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API

GET  /deeplinks              # list configured templates
PUT  /deeplinks              # upsert — body { source, conversationPattern, accountPattern? }

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Validation

  • source must be one of intercom, front, zendesk, plain
  • Both URL patterns must start with http:// or https://
  • Max length 500 characters each

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Privacy

Templates are workspace-scoped. They never leave Forepost — they’re rendered into the HTML / Slack blocks at brief generation time and into the in-app surfaces at render time. The templates themselves are never sent to the language model.