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Intercom

Overview

Intercom’s messaging platform allows you to communicate with your customers, resolve support issues, and track conversation histories in the same place. This article will give you an overview of the Grow/Intercom integration.

 

Contents in This Article

Features

Acquisition Method

State
  Data Warehouse

  Alpha

  Direct Query

   Supported

 

How to Connect

  1. Click on the Data tab at the top left of the global navigation. Then click on "Connections" in the Data Library section.
  2. Click on the blue "Connect" button and search for Intercom.
  3. Click on the Intercom logo.
  4. A window will pop up to log in with your Intercom credentials. After entering your credentials you will see a green confirmation message that the connection has been made. If you didn't see a window to enter your credentials but you still got a green success message, that means you were already logged in with your Intercom account (likely in another tab) and Grow used that account to connect.

Data Warehouse

Intercom is on the Grow Data Warehouse, which we highly recommend you use. For more information about warehousing your data, visit the Data Warehouse Help Article.

Suggested Tables

The following suggested tables are available in Grow. These are toggled on by default when you sync your data for the first time.

  • Articles
  • Companies
  • Contacts
  • Conversations

Other Tables

These additional tables are available in Grow.

  • Admins
  • Data Attributes
  • Segments
  • Tags
  • Teams

Intercom_Tables.png

How to Warehouse your Data

  1. Starting with the Connections Overview Page, navigate to your Intercom connection and click on it to open the Connection Details page.
  2. Select the “Manage Connection” button inside the Connection Details section to open the warehouse table selection flow.
  3. If your data source isn't already connected, refer to the How to Connect section of this article for more details. If your data source is already connected, you can immediately select which tables of data you want to warehouse.
  4. Once you have finished selecting the data that you want stored in Grow’s Data Warehouse, click the “Sync & Store” button at the bottom of the Manage Connection page. This will begin the initial population of your warehouse with the tables you defined. Populating your data warehouse for the first time may take a while, even up to several hours.
  5. While your data is "In Queue" or "Processing", you may continue working within the app.

Sync Interval

Full Sync

The default sync interval is 12 hours per table for the following tables:

  • Admins
  • Data Attributes
  • Segments
  • Tags
  • Teams

Incremental Sync

When incremental sync is available, the default incremental sync interval is 1 hour, while the default full sync interval is 1 week.

Incremental sync is enabled for the following tables:

  • Articles
  • Companies
  • Contacts
  • Conversations

To learn more about sync intervals and how to adjust the default settings, please visit this section of the Data Warehouse help article.

Direct Query

A direct query connection can be used to pull data into Grow. With abnormal usage, Direct Query can run into API limitations depending on the data source. For this reason, we recommend that you use Grow's Data Warehouse for a more performant, reliable experience.

Support Status

Direct Query

Currently supported with no projection to stop maintaining

Endpoints

Below is a complete list of the reports available from Intercom, as well as a description of the data fields available from each report.

  • List Users: All user data for the selected date range, including type, ID, user ID, name, app ID, company, company type, preferred name, city name, continent code, country name, postal code, region name, timezone, last request date, created date, signup date, session count, unsubscribed from emails (true/false), marked emails as spam (true/false), has hard bounced (true/false), user agent data, tags, etc.
  • List Leads: All leads created within the selected date range, including ID, user ID, name, app ID, company name, company type, city name, country name and code, postal code, region name, timezone, last request date, created date, signup date, session count, unsubscribed from emails, marked email as spam, has hard bounced, user agent data, total unread count, etc.
  • List Counts: Returns a count of users, tags, admins, or segments filtered by conversations, companies, or users. Data fields include:
    • Conversation - Admin: Name, ID, Open, and Closed
    • Company - Segment: Active, New, and Slipping Away
    • Company - Tag: A single field for each company tag. Tags are specific to the Intercom account, and defined by your admin.
    • Company - User: A single field for each user in the account. Typically, the count value is 1.
    • User - Segment: Active, Active Users, Admin Users, All Users First Seen, and additional custom user segments as defined by your admin.
    • User - Tag: A single field for each user tag. Tags are specific to the Intercom account, and defined by your admin.
    • Note: For a Conversation count type, the Count Value must be "Admin." For User type, the Count Value must be Tag or Segment. For Company type, the Count Value must be Tag, Segment, or User.
  • Conversation Parts: See the content and timestamps for each part of a conversation to calculate average response time. There is a limit of 50 conversations.
  • List Companies: All companies, including company ID, name, created date, last request date, monthly sped, session count, user count, type, tags, segments, plan name, plan type, plan ID, expired (true/false), expired date, member count, etc.
  • List Tags: All tags, including type, ID, and name.
  • List Segments: All segments, including type, ID, name, created date, updated date, and person type.
  • List Conversations: All conversations matching the selected date range. You'll be required to filter by "Open" or "Closed" conversations (or check both boxes, if you want all conversation data). Field data includes ID, created date, updated date, user type and ID, Assignee type and ID, conversation message type and ID, message subject, author type and ID, open (true/false), read(true/false), etc.

API Documentation

https://developers.intercom.com/building-apps/docs/rest-apis

This is for reference only; you should not need to consult this to use the connection in Grow.

FAQS + Trip and Tricks

List Counts Report

The List Counts Report in the Intercom/Grow integration is both the most dynamic and potentially the most difficult to use. The goal of the List Counts report is to get counts of users and companies in your Intercom and filter it by different criteria. Intercom uses type values and count values. Grow can pull in type values for Conversations, Companies, and Users. Not all count values work with all type values. Below you can find which count values will return what data.

TYPE VALUE: Conversations

The conversation count gives you the count of conversations based on the parameters (count value) you give it.

Count values:

  • Admin: Gives you a list of each admin and the number of open or closed conversations.

TYPE VALUE: Company

The Company count returns numbers of companies based on the count value.

Count values:

  • Segment: Returns the numbers of companies that are classified in different segments.
  • Tag: Shows the number of companies with different tags in your Intercom account.
  • User: Shows the companies in your account and the number of users each one has.

TYPE VALUE: User

The User count returns the numbers of users based on the count value you choose.

Count values:

  • Segment: Returns the number of users with whatever segments you have set up.
  • Tag: Shows the number of users according to your tags.

A Segment in Intercom is a group of users (or companies) that are defined by filters you set. They differ from tags in that users are automatically added to a group (a segment) once they match those filters. Tags must be manually added to group objects within Intercom. Intercom also provides a slightly-more-in-depth summary of this information on a help article here.

Pulling your Intercom List of Companies

Intercom has the ability to group your users into companies. Once you have done this, you can pull the list of companies into Grow using the List Companies report. However, setting up companies in Intercom is actually pretty difficult. You have to add code snippets to your Intercom code. Intercom wrote a nice article about it here. If you have not set up companies in Intercom, the List Companies Report in Grow will come back blank.

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