Incident & ITSM
Send Intercom alerts to on-call with CallHeim.
Conversation notification webhooks (priority/state changes). CallHeim maps the payload, collapses repeats within five minutes, and pages whoever is on call for the service it belongs to.
Setting it up
Create an Integration in CallHeim and choose Intercom from the Catalog. You get an ingest URL for that integration — paste it into Intercom’s webhook configuration. The snippet beside this is the shape it expects, with {{WEBHOOK_URL}} replaced by your real URL.
Intercom signs its webhooks with its own header, which CallHeim does not verify. Do not enable a signing secret for this integration — every delivery would then be rejected. The ingest URL itself is the credential.
CallHeim includes a payload mapping for Intercom’s webhook format, built and tested against sample payloads.
# Intercom → Settings → Developers → Webhooks → Create
# URL: {{WEBHOOK_URL}}
# Subscribe to conversation.* topics; body is {data:{item:{id, priority, state}}}.After it arrives
What CallHeim does with Intercom alerts.
Incidents raised in another system can open an incident here for paging and escalation. Repeats carrying that system’s own correlation identifier collapse onto one incident while they keep arriving within five minutes. CallHeim does not sync status back to the source system, so a later change there is not reflected here automatically.
CallHeim maps Intercom’s own severity to a P1–P5 level and shows a separate, explainable severity suggestion — a published keyword ruleset plus your own resolved-incident history — that a person can apply. How severity is suggested →
Each alert source is bound to a service, and the service’s escalation policy (or its team’s) sets who is paged. Alerting and escalation →
CallHeim closes an incident on a recovery event only for sources whose recovery payload it recognises (or that you map). For the others, a person resolves the incident.
The thresholds it passes through
- Dedup window
- 300s
- Flap threshold
- 4 transitions / 600s
- Title correlation
- similarity ≥ 0.6, same source and service
- Group window default
- 600s
All defaults are published. You can turn title correlation off or change its threshold, and set the window on your own noise rules; the dedup window and the flap settings are fixed. How alerts are processed →
Point Intercom at CallHeim and see what it does with your alerts.
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