What does Intercom handle during onboarding?

First-touch support in the product. search_conversations finds a new user's thread and get_conversation reads it in full, so an agent answers their first questions in context. get_contact personalizes the reply with the user's details.

Do I still need HubSpot or Resend if I use Intercom for onboarding?

For the rest of the flow, yes. Intercom covers the in-product conversation. HubSpot records the customer as a CRM account and tracks onboarding stages, and Resend sends the welcome and lifecycle emails.

Intercom for customer onboarding

Our top pick for customer onboardingOfficialIntercom

Intercom's official remote server is the top pick for customer onboarding, and it earns it by sitting on the front line: the in-product conversation where a new user first asks for help. Over OAuth, an agent can find a new customer's thread, read it in full, and answer their first questions in the context of what they have already said.

It ranks first of three because onboarding's earliest, highest-stakes touch is first-contact support inside the product, and Intercom owns that surface. HubSpot is the account-record pick and Resend handles the welcome email flow; both support Intercom rather than replace it for this moment.

How Intercom fits

The onboarding-relevant tools are read and search. search_conversations finds a new user's active thread, get_conversation returns it in full with its messages so the agent answers in context, and search runs a universal query when the agent is locating the right record. search_contacts and get_contact pull the user or lead's details so a first reply is personalized, and fetch retrieves a known record by ID.

The honest limit is that this server reads and searches conversations and contacts; it surfaces and understands the first-touch exchange rather than orchestrating a multi-step lifecycle. HubSpot is the stronger pick for recording the new customer as a CRM account and tracking onboarding stages; Resend fits the transactional welcome and lifecycle emails. Reach for Intercom when the first onboarding touch is an in-product question and you want the agent reading and responding to it in context, with HubSpot and Resend covering the record and the email flow.

Tools you would use

Tool	What it does
search	Runs a universal search across Intercom data to find relevant records.
fetch	Retrieves a specific Intercom record by its ID.
search_conversations	Searches conversations using a query to find relevant support threads.
get_conversation	Retrieves a single conversation in full, including its messages.
search_contacts	Searches contacts (users and leads) using a query.
get_contact	Retrieves a single contact's details by ID.

Full Intercom setup and config →

FAQ

What does Intercom handle during onboarding?: First-touch support in the product. search_conversations finds a new user's thread and get_conversation reads it in full, so an agent answers their first questions in context. get_contact personalizes the reply with the user's details.
Do I still need HubSpot or Resend if I use Intercom for onboarding?: For the rest of the flow, yes. Intercom covers the in-product conversation. HubSpot records the customer as a CRM account and tracks onboarding stages, and Resend sends the welcome and lifecycle emails.