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A connected Intercom workspace means the Daily Brief lands at 9am with this morning’s numbers, not Friday’s CSV export. Forepost pulls volume, CSAT, first response, open backlog, and per-agent ticket counts directly from your conversations.

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Connect in one click

In Settings → Integrations, click Connect Intercom. You’ll be redirected to Intercom, asked to authorise Forepost (read-only access), and bounced straight back to Settings with a green “Connected” indicator. Forepost stores an OAuth access token, encrypted at rest with AES-GCM. We never see your conversation content.
1

Click Connect Intercom

Settings → Integrations → Connect Intercom.
2

Authorise on Intercom

Pick the Intercom workspace you want Forepost to read from. The permissions screen lists exactly what we’ll access (read conversations, admins, counts).
3

Land back in Settings

Once you authorise, Intercom redirects you to app.forepost.ai/integrations/intercom/callback, which exchanges the code for a token and bounces you to Settings.
4

Pull your first metrics

Click Refresh now in the Helpdesk integrations row to do an immediate fetch. From the next Daily Brief onwards, Forepost auto-refreshes before generating.

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What Forepost reads

MetricSource
Weekly volumeConversation count, last 7 days, created_at
CSATMedian conversation_rating.rating, normalised to a percentage (5★ = 100%)
First responseMedian of statistics.first_admin_reply_at minus created_at, in hours
Open right nowConversations with state open or snoozed
Backlog ageDays since the oldest currently-open conversation was created
Per-agent ticketsConversations grouped by admin_assignee_id
Per-agent CSATMedian rating per assignee
Some Watchlist metrics (deflection, utilisation, one-touch) require Intercom Reports access we don’t yet ingest. Those stay editable in Settings → Metrics → Update metrics; Forepost treats them as “not measured” rather than zero.

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Refresh cadence

  • Hourly auto-refresh. Every cron tick (top of each hour) Forepost picks up any connected workspace whose Intercom data is more than 15 minutes stale and pulls fresh metrics, oldest first, capped at 25 connections per tick. This runs ahead of brief / breach / agent-flag checks so every downstream signal reads off the freshest data we can pull.
  • Daily Brief / Weekly Watch generation also triggers a refresh as a final pre-flight, in case the hourly poll hasn’t yet covered your workspace.
  • Manual refresh: the Refresh now button in Settings forces an immediate pull. Limit is 30 manual refreshes per hour per workspace — useful when you’ve just made a change in Intercom and want the brief to read it right away.
If a refresh fails (Intercom down, token revoked), Forepost falls back to the last-known metrics for that brief and surfaces the error on the Helpdesk integrations row. Better a slightly stale brief than no brief.

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Worst-CSAT ticket sampling

For the Daily Brief, Forepost now pulls the five worst-CSAT conversations from the last 7 days, summarises each as a short topic + tone line (“billing portal access lost — frustrated”), and feeds those into the brief prompt under a RECENT TICKET CONTEXT block. The brief uses this to ground its read in real customer language rather than aggregate-only direction. Only topics and tones are sent to the model; raw conversation bodies stay inside Forepost’s worker.

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What Forepost does NOT do

  • No writes. Forepost has no scope to create, update, or delete anything in your Intercom. The OAuth scopes requested are read-only.
  • No conversation content stored. We aggregate counts and timestamps. Subjects, bodies, customer PII are never persisted.
  • No background scraping. API calls happen at brief-generation time and on manual refresh, capped at 30/hour. We do not maintain a continuous mirror of your Intercom data.

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Disconnecting

In Settings → Integrations, click Disconnect next to Intercom. Forepost deletes the access token from our database immediately. Your existing workspace metrics are preserved (you can keep using the brief based on the last refresh). To fully revoke, also remove Forepost from your Intercom app authorisations at https://app.intercom.com/a/apps/_/integrations/installed.

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Troubleshooting

Forepost staff hasn’t yet provisioned the OAuth app on the deployed worker. Email kian@forepost.ai; this is one-time on our side.
The access token was revoked, either by an admin in Intercom (Authorised apps → Forepost → Revoke) or by a workspace transfer. Click Disconnect then Connect Intercom again to issue a new token.
Forepost groups conversations by admin_assignee_id over the last 7 days. Conversations with no assignee don’t appear in the per-agent breakdown. If a teammate left during the window, their tickets stay attributed to them in the brief.
Tell us — the window is currently a hard-coded 7 days because it’s the natural cadence for a daily brief. Longer windows are reasonable for the Weekly Watch and Horizon views.