# Intercom Chat Integration – Document360
Document360 supports integration with Intercom, a customer messaging platform that enables you to provide live chat support and engage with your users directly within your knowledge base.
This integration helps improve customer experience by allowing real-time communication and support access while browsing documentation.
Prerequisites
Before configuring the integration:
- You need an Intercom account
- Retrieve your Intercom Workspace ID (APP_ID) from your Intercom settings
How to Configure Intercom Integration
- Log in to your Document360 project
- Navigate to Settings → Integrations
- Select Intercom from the list
- Toggle the switch to Enable the integration
- Enter your Intercom Workspace ID (APP_ID)
- Click Save
Once configured, the Intercom chat widget will appear on your knowledge base site.
Where Does the Chat Appear?
The Intercom chat widget will appear on:
- All published documentation pages
- Both public and private portals (if user authentication allows)
It appears as a small icon, typically at the bottom-right of your site.
Advanced Insertion Rules
You can further control where and how the Intercom script loads using Advanced Insertion Rules:
- Specify which pages display the chat
- Load the script asynchronously
- Delay the script loading to optimize page speed
To configure:
- Go to Settings → Integrations → Intercom
- Enable Advanced Insertion Rules
- Set filters such as page path, version, language, etc.
Disabling the Integration
To disable Intercom integration:
- Go to Settings → Integrations → Intercom
- Toggle off the Enable switch
- Click Save
This removes the Intercom chat widget from your documentation portal.
Best Practices
- Use advanced rules to control where the chat is shown
- Combine chat data with documentation feedback for better insights
- Ensure GDPR and privacy compliance when collecting user data
Summary
Integrating Intercom with Document360 enables direct, real-time support and engagement with your knowledge base visitors. With simple configuration and optional advanced targeting, you can enhance your documentation with live chat features effectively.