Question 1

What can I write to Intercom?

Accepted Answer

Users, leads and companies. Tickets, conversations and tags are source only, so this pairing is about enriching who Intercom knows about rather than creating support activity. Users and leads support create, update and upsert. Companies go through Intercom's own upsert operation rather than a separate create and update path.

Question 2

How is a person matched?

Accepted Answer

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

Question 3

How are companies matched?

Accepted Answer

They are effectively upserted on company_id, meaning your own identifier rather than Intercom's internal ID. Use company_id. It is the field the upsert is built around, and it keeps your database as the system of record for company identity instead of forcing you to store Intercom IDs in Postgres.

Question 4

Can Polytomic create a 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 themselves have to exist first. Create the attribute in Intercom, refresh the connection schema, then map to it.

Question 5

How does attaching a user to a company work?

Accepted Answer

Map either an array of Intercom company IDs or an array of your own company_id values, which are resolved to internal Intercom IDs first. Each company is attached after the user is created or updated, and multiple companies are supported. Two caveats worth knowing: a company that does not already exist is not created by this flow, and attaching adds associations rather than removing ones that are already there.

Sync PostgreSQL to Intercom

Sync PostgreSQL to Intercom with Polytomic

Users, leads, companies

Attach to many companies

Email matching normalized

Or sync Intercom to PostgreSQL

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Connect Intercom in Polytomic

Create a sync between PostgreSQL and Intercom

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