Intercom Integration

This guide provides a comprehensive overview of the Intercom integration, from setup to daily use. It is intended for product managers, designers, researchers, and support agents who want to leverage customer feedback from Intercom to drive product decisions.

Introduction

The Intercom integration allows you to connect your Intercom account to this platform, enabling a seamless flow of customer feedback. By integrating with Intercom, you can:

  • Sync customer conversations: Automatically pull in conversations from your Intercom account.
  • Analyze customer feedback: Use AI-powered tools to analyze conversation content and identify emerging trends, feature requests, and pain points.
  • Gain actionable insights: Translate customer feedback into actionable insights that can inform your product roadmap and strategy.
  • Correlate feedback with market trends: Understand how customer needs align with competitor moves and market shifts.

Setup Process

Connecting your Intercom account is a straightforward process that uses OAuth2 for secure authentication. Here's how to do it:

  1. Navigate to the Integrations Page: From the main dashboard, go to Settings > Integrations.
  2. Select Intercom: Find the Intercom integration and click Connect.
  3. Authorize Access: You will be redirected to Intercom and asked to authorize the integration. Click Authorize access to grant access.
  4. Confirmation: After authorizing, you will be redirected back to the platform. The Intercom integration will now show as Connected.

Data Synchronization

Once connected, the platform will automatically sync data from your Intercom account. Here's a breakdown of how it works:

  • Initial Sync: The first time you connect, the platform will perform an initial sync of your Intercom conversations.
  • Ongoing Sync: After the initial sync, the platform will periodically sync new and updated conversations. You can also trigger a manual sync at any time.
  • Data Collected: For each conversation, the platform collects the following information:
    • Conversation ID
    • Subject and conversation parts (messages)
    • Customer's email and name
    • Tags
    • Creation and update timestamps
  • Data Processing: The collected data is then processed by our AI models to:
    • Categorize feedback into types like "feature request," "complaint," or "bug report."
    • Identify keywords and themes.
    • Analyze sentiment.
    • Extract product areas and feature gaps.

User Interface

The Intercom integration page provides a comprehensive overview of your synced data and allows you to manage the integration's settings. Here's a walkthrough of the key components:

  • Sync Status: This section shows the status of the latest sync, including the last sync time and the number of conversations processed. You can also trigger a manual sync by clicking the Sync Now button.
  • Configuration: In this section, you can configure the integration's settings.
  • Disconnect: If you need to disconnect your Intercom account, you can do so by clicking the Disconnect button. This will stop all data synchronization and remove your Intercom credentials from our system.

Troubleshooting

If you encounter any issues with the Intercom integration, here are some common problems and their solutions:

  • Integration is not connecting:
    • Permissions: Ensure that the user who authorized the integration has the necessary permissions in Intercom to access conversations and other data.
  • Conversations are not syncing:
    • Sync is in Progress: Check the sync status to see if a sync is already in progress.
  • Data is not up to date:
    • Manual Sync: You can always trigger a manual sync to get the latest data.

If you continue to experience issues, please contact us for assistance.