# Managing Intercom conversation links
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**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](https://docs.toolsplus.io/intercom/jira-cloud-for-intercom/guides/intercom-teammates/linking-existing-jira-issues).
{% endhint %}
## Creating a link
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.
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.
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)**.
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](https://docs.toolsplus.io/atlassian-cloud/intercom-for-jira/guides/jira-users/inspecting-linked-intercom-conversations) for details on browsing conversation details.
## Removing a link
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.
Find the conversation that you would like to unlink, then click the **context menu button ⋯** on that conversation and select **Unlink (1)**.
## 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](https://docs.toolsplus.io/atlassian-cloud/intercom-for-jira/jira-administrators/managing-app-features#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.
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