Question 1

Which Intercom objects can a MongoDB model write to?

Accepted Answer

Users, leads and companies. Tickets, conversations and tags are source only, so this pairing enriches who Intercom already knows rather than creating support activity. Users and leads support create, update and upsert, and companies go through Intercom's own upsert operation.

Question 2

Why upsert companies on company_id?

Accepted Answer

On company_id, your own identifier rather than Intercom's internal one. That keeps your collection as the system of record for company identity, which matters here because adding an Intercom ID field to every document purely to support a sync is exactly the sort of schema creep a document store makes far too easy.

Question 3

What identifies a person on the Intercom side?

Accepted Answer

Exact match on Intercom ID, email or external ID, with email normalized to lowercase before comparison, so a casing difference between your documents and Intercom will not quietly create a duplicate. Where nothing matches and the sync mode allows it, the record is created.

Question 4

Can the sync create an Intercom custom attribute?

Accepted Answer

No. Existing Intercom custom attributes are discovered dynamically and can be mapped wherever Intercom marks them API writable, but the definitions have to exist first. Create the attribute in Intercom, refresh the connection schema, then map to it.

Question 5

How do I attach one person to several companies?

Accepted Answer

Map an array of Intercom company IDs, or an array of your own company_id values which are resolved to internal IDs first. Each company is attached after the user is created or updated, and multiple companies are supported. A company that does not already exist is not created by this flow, and attaching adds associations rather than replacing what is there.

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Users, leads, companies

Your company_id is the key

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