CueLens for Intercom

How the CueLens integration works, what it can access, and how to get the most out of it.

Overview

CueLens reads the conversations your customers have with Fin and surfaces the cues worth acting on: system bugs, feature requests and product gaps, business opportunities, unsatisfied customers, or anything else you define with your own lenses. Related signals are grouped into clusters so you see recurring themes, and confirmed signals can be sent to the tools your team already uses.

CueLens only reads data from Intercom. It never replies to, edits or closes conversations.

Get CueLens from the Intercom App Store.

Installing CueLens

1. Click Install on the CueLens listing in the Intercom App Store, or open app.cuelens.ai/install.
2. Review the permissions on Intercom's authorization screen and click Authorize. You need to be an Intercom admin who can install apps.
3. Create your CueLens account and enter your company website.
4. You're returned to the Intercom App Store. Open CueLens from the start guide, or go to app.cuelens.ai.

Your free audit starts automatically as soon as the workspace is connected. There's nothing else to set up. You can see which Intercom workspace your account is connected to in Settings → Account.

Intercom permissions

CueLens requests two read-only permissions:

CueLens never changes teams or teammates, and never writes to your Intercom workspace.

Your free audit

Right after installation, CueLens analyzes your last 50 closed Fin conversations for free. This usually takes a few minutes, and we'll email you when the results are ready.

The audit uses the built-in lenses: system bugs, feature requests and product gaps, business opportunities, and unsatisfied customers.

Signals and triage

Every cue CueLens finds becomes a signal. Each signal highlights the exact part of the conversation that triggered it, and links to the original conversation in Intercom.

Signals move through these tabs:

• Triage: new signals waiting for review. Approve the real ones and reject the rest.
• Action needed: approved signals that haven't been acted on yet.
• Work in progress: signals sent to another tool, such as Trello.
• Closed: finished work.
• Rejected: everything dismissed, filterable by reason.

When you reject a signal, you pick a reason. The reason trains the detector, and you can filter the Rejected tab by it:

Every approve or reject teaches CueLens what matters to your team, so detection gets sharper over time.

Lenses

Lenses let each role focus on one kind of signal at a time. A product owner looks through the Business opportunity lens, a developer through System bug, a customer success manager through Unsatisfied customer.

To watch for something specific to your business, click Create your own lens and describe what you're looking for the way you'd brief a teammate, for example: “Flag conversations where a customer mentions GDPR or data deletion.” CueLens starts flagging it in new conversations. You can manage lenses and signal types in Settings.

Clusters

On the Clusters screen, approved signals are grouped into clusters: recurring themes such as a checkout error many customers mention. With ongoing analysis switched on, each cluster also shows its number of signals and trend, so you can see which problems are growing and need attention now.

Sending signals to Trello

Connect a Trello board so approved signals become cards where your team already works, and close themselves in CueLens when the work is done.

How it works

• When you report an approved signal, CueLens creates a card in the Trello list you chose, with the signal and a link to the conversation. The signal moves to Work in progress.
• If you set a done list (optional): when a card is moved to this list, CueLens closes its signal automatically — usually within 15 minutes. The signal moves to Closed.
• CueLens makes no other Trello calls: it only creates cards and reads where they are.

1. Prepare a dedicated Trello user

A Trello token can't be limited to a single board; it can reach every board its user belongs to. We recommend creating a dedicated Trello user that is a member only of the board with your lists, and generating the token as that user.

2. Generate the API key and token

1. Open the API key page of your Trello Power-Up and copy the API key.
2. On the same page, click the Token link.
3. Check the consent screen: it should list only read and write access (not account) and say the token never expires. An expiring token silently stops CueLens from creating cards and closing signals.
4. Approve, and copy the token.

3. Find your list IDs

List IDs are 24-character codes. CueLens needs:

• List ID (required): the list where new cards are created.
• Done list ID (optional): when a card is moved to this list, CueLens closes its signal automatically — usually within 15 minutes. Leave it empty to close signals manually in CueLens.

To find a list ID:

• From a card: open any card in the list (add a temporary card if the list is empty), add .json to the end of its address, and copy the idList value. If you use a done list, repeat with a card from it.
• From the board: add .json to the end of the board's address and find the "id" field just before the list's name.

4. Save the settings

In CueLens, go to Settings → Trello, paste the API key, token, list ID and (optionally) done list ID, and save. Then open an approved signal and report it to Trello to check the card appears.

Ongoing analysis

The free audit is a one-time snapshot. To have CueLens analyze new conversations every day, subscribe to ongoing analysis: $49 a month for up to 500 new conversations (see pricing).

1. In CueLens, go to Settings → Billing and click Subscribe.
2. Pay by card on Stripe's secure checkout page. Add your company's VAT number there if you want it on the invoice.
3. You're returned to CueLens and the plan shows as Active. New conversations are analyzed from the next daily run.

Settings → Billing shows how many of the 500 conversations you've used this billing period. When you reach 500, analysis pauses until the next period. A conversation that changes after it was analyzed, for example because the customer wrote again, is analyzed again and counts again. Need more than 500 a month? Contact us for a larger plan.

Under Manage billing you can change your card, download invoices or cancel. After cancelling, ongoing analysis continues until the end of the period you've paid for.

With ongoing analysis switched on, you also get charts that show how things change over time:

How we handle your data

• CueLens only reads closed conversations.
• Before anything is stored or sent to an AI model, the customer's name, email address, phone number and street address are removed from the conversation text. Postal codes are kept.
• Access to Intercom is read-only.

Full details are in our privacy policy.

Uninstall, reconnect, delete

Uninstalling

You can uninstall CueLens at any time from the Installed apps section of the Intercom App Store. Intercom revokes CueLens's access immediately; CueLens deletes its access token, stops analyzing your workspace and shows Intercom as disconnected. If you have a subscription, it won't renew: it stays active until the end of the period you've paid for.

Reconnecting

If you uninstalled by mistake, click Reconnect in CueLens, or install again from the App Store. CueLens checks that it's the same Intercom workspace and picks up where it left off, with your signals, lenses and clusters intact.

Deleting all your data

To remove everything, go to Settings → Danger zone → Delete company. This permanently deletes your analyzed conversations, signals, clusters, signal types, action rules and statistics, disconnects Intercom and Trello, ends any subscription immediately, and removes access for all users of your company. This cannot be undone.

Getting help

Questions, or a signal that doesn't look right? Email contact@cuelens.ai and you'll hear back directly.