> For the complete documentation index, see [llms.txt](https://docs.toolsplus.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.toolsplus.io/atlassian-cloud/intercom-for-jira/guides/jira-users/managing-intercom-conversation-links.md).

# Managing Intercom conversation links

{% hint style="info" %}
**This feature is also available in the Intercom Inbox app**

This page explains how to create and remove a link to an Intercom conversation from the Jira work item view. If you wish to do these actions directly from Intercom, have a look at the [docs for the Intercom companion app](/intercom/jira-cloud-for-intercom/guides/intercom-teammates/linking-existing-jira-issues.md).
{% endhint %}

## Creating a link <a href="#creating-a-link" id="creating-a-link"></a>

To associate an Intercom conversation with a Jira work item, you have to know the URL to the Intercom conversation that you would like to link.

Open Intercom, select the conversation in your Inbox, and copy the URL from your browser's address bar.

<figure><img src="/files/JkXR4dUPpeCgWrbcdPBU" alt=""><figcaption></figcaption></figure>

Then, create a new Jira work item or open an existing one.

With the work item open, click on the **Intercom: Linked conversations (1)** context panel in the right-side column of the work item view.

<figure><img src="/files/LGDNap3ZBTou6Ht63zug" alt=""><figcaption></figcaption></figure>

In the context panel, click on the **link icon button (1)** and then **paste the conversation URL (2)** into the input field, then click **Link (3)**.

<figure><img src="/files/Ttq0vnTSX2Bp0RnjdVBY" alt=""><figcaption></figcaption></figure>

Your conversation is now linked, and you can find a note with the work item reference posted to the Intercom conversation. Refer to the [documentation on inspecting linked Intercom conversations](/atlassian-cloud/intercom-for-jira/guides/jira-users/inspecting-linked-intercom-conversations.md) for details on browsing conversation details.

## Removing a link <a href="#removing-a-link" id="removing-a-link"></a>

On the Jira work item view, click the **Intercom: Linked conversations (1)** context panel in the right-side column. This will open the panel and show all linked Intercom conversations.

<figure><img src="/files/gWOsHc76DrU2k6Lkq3Je" alt=""><figcaption></figcaption></figure>

Find the conversation that you would like to unlink, then click the **context menu button ⋯** on that conversation and select **Unlink (1)**.

<figure><img src="/files/pOLysPKNGzs3nG3YMG26" alt=""><figcaption></figcaption></figure>

## Linking and unlinking in the Jira Service Management request view

If your [Jira administrator has enabled conversation linking on the Jira Service Management request view](/atlassian-cloud/intercom-for-jira/guides/jira-administrators/managing-app-features.md#enable-jira-service-management-support), then JSM users with access to the request portal can link and unlink Intercom conversations on JSM requests they have access to.

In the request view, JSM users can link a conversation by clicking on the **link icon button (1),** **pasting an Intercom conversation URL (2)**, and then clicking **Link (3)**.

If one or more conversations are associated with a request, the app will render a **card for each linked Intercom conversation (4)**. Users can then **open linked conversations in Intercom (5)** or **unlink (6)** using the action menu on the card.

![](/files/zs7LTfgVXpvpGrernKLf)