The Intercom actions create or update a contact in Intercom when an automation runs. Create Contact adds one, and Update Contact changes the contact that matches your conditions.
You connect your Intercom account once. Then you pick the role, User or Lead, and map the email, name and phone.
Example: a Risk Register table in an Enterprise Risk Management solution. A customer reports a security concern through a SmartSuite form. The automation creates an Intercom contact with the Lead role, so the support team can reply in Intercom.
Plan Availability | All plan types. |
Permissions | Administrators, in any solution, and Solution Managers, in the solutions they manage, create and edit automations. |
Platform | Web |
Related Reading |
Before you start
An active Intercom account.
How do I add the action?
Open the Solution Menu, the arrow beside the solution name, and select Automations.
Select Add Automation and pick a trigger, such as When a form is submitted.
Under Then do this, select Add Action. Under Integrations, point to Intercom.
Select Create Contact or Update Contact.
Connect the Intercom account
Open the Intercom Account list and select Add new Intercom credential.
In the Intercom window, select Connect.
Sign in to Intercom, accept the request and close the window.
To remove the account later, open the Configuration tab of the Intercom window and select Disconnect.
The Intercom Create Contact Action Settings with the Intercom Account list and Add new Intercom credential.
Create Contact
Role, required: User or Lead.
Email, required: typed, or an Email field from the record.
Name, Phone and Avatar, optional.
Then select Save Automation, and Yes, Switch It On when asked.
Update Contact
Set the condition that finds the contact: Email, Name, Phone or Role.
Select Choose Field for each field to change, and enter the new value.
Select Save Automation.
Frequently asked questions
What is the difference between User and Lead?
What is the difference between User and Lead?
They are Intercom's two contact roles. Pick the one your team uses for the people the automation adds.
Which fields are required to create a contact?
Which fields are required to create a contact?
Role and Email. Name, Phone and Avatar are optional.
How does Update Contact find the contact?
How does Update Contact find the contact?
With the condition you set on Email, Name, Phone or Role.
How do I disconnect the Intercom account?
How do I disconnect the Intercom account?
Open the Configuration tab of the Intercom window and select Disconnect.
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Last verified 1 Nov 2026.