How it works
- Paste an access token. An admin opens Feedback sources in Settings → Integrations and pastes an Intercom access token. There's no OAuth step.
- Crumb pulls new conversations. Each sync searches for conversations updated since the last one; the first looks back 90 days. Crumb reads each conversation's title and opening message, plus the author's name and email.
- AI keeps what's feedback (Cloud). On the Team plan and up, Crumb's AI reads the opening message and pulls out the product request, if there is one. How-to questions, billing, password resets, and pleasantries are dropped.
- New, duplicate, or unsure. A request that closely matches an existing item is folded into it, with an internal note linking the conversation. A clear new request from a customer with an email address becomes an item on its own. Everything else waits in Needs triage at the top of your inbox.
- You map and triage. In Needs triage, confirm the account, type, and title, or dismiss it. Kept requests become normal items, weighted by their account's ARR.
What syncs
| What | Direction | When |
|---|---|---|
| Conversation title and opening message | Intercom → Crumb | Each sync, once per conversation |
| Author name and email | Intercom → Crumb | To match the customer to an account |
| Conversation link | Intercom → Crumb | In the note when a request folds into an existing item |
| Later messages in the conversation | Not synced | Each conversation is read once |
| Anything from Crumb | Not synced | Nothing is written to Intercom |
Accounts come from the author's email: a known customer maps to their account, and otherwise Crumb guesses an account name from the email domain, which you can change. Without Crumb's AI, on self-host or once the monthly AI allowance runs out, every conversation lands in Needs triage instead, so nothing is silently skipped. A large backlog comes in over several runs, each one picking up where the last stopped, and each conversation is read once, so a later sync never files it twice.
Setup
Crumb Cloud: on the Team plan and up, paste your token under Feedback sources in Settings → Integrations. The AI filter is included, and each conversation it reads counts toward your monthly AI allowance. Press Sync now to pull right away.
Self-hosted: paste the same token; there's no app to register. The AI filter is a Cloud feature, so every conversation lands in Needs triage for review. Schedule pulls by calling POST /api/v1/internal/feedback-sync from a cron with your sweep secret (the deploy guide uses every 20 minutes), or press Sync now.
Other feedback sources
Crumb pulls from Zendesk, Freshdesk, and Gong the same way, and every source lands in the same inbox as your widget feedback.
Frequently asked questions
Does Crumb email customers whose feedback came from Intercom?
No. Crumb only sends automatic updates to people who gave feedback through its widget. For requests pulled from Intercom, follow up in Intercom as you normally would.
Does Crumb read the whole conversation?
No. It reads the title and the opening message, once. A request that comes up later in a long chat won't be picked up.
What happens to conversations that aren't feedback?
On Cloud, the AI drops them and records them as dismissed, so they aren't read again. On self-host, they appear in Needs triage and you dismiss them.
How far back does the first sync go?
90 days. After that, each sync picks up conversations updated since the previous one.