Intercom

With an integration between Medallia Agent Connect and Intercom, Agent Connect sends surveys automatically after Intercom conversations have ended, providing your team with the feedback they need to succeed.

Channels

On the Agent Connect Integrations, screen, turn on the channels for your team uses in Intercom. Typically, these are the Email and Chat channels.

The Intercom channel in which a conversation begins is the channel passed to Agent Connect via the API and then displayed in reports. For example, if the first message was a chat, Agent Connect shows that conversation as a chat, even if the conversation eventually moved to the Email channel.

Installing the Intercom Agent Connect app

Let your Agent Connect Client Success Manager know that you want to use the Intercom Agent Connect app so it can be enabled on your Agent Connect instance. Additionally, tell your Client Success Manager whether you want to test before moving to production so the correct API Keys are enabled.

Note: During testing, test requests appearing on the API Request Status screen. Successful requests appear in the Test Requests tab. Requests in the Invalid Requests tab include error messages telling you why those requests have failed. Resolve these issues to ensure that surveys will reach your customers. If you are unable to resolve invalid-request issues, contact your Client Success Manager for assistance.

To install the Intercom Agent Connect app:

  1. In Agent Connect, open the Integrations screen.
  2. Click Connect with Intercom.
  3. In your Intercom workspace, click Authorize Access.

Survey suppression

Agent Connect automatically suppresses surveys for any conversation in which the assignee on the conversation is a bot, or when the first message in the conversation contains the tags fraud, dupe, or a do_not_send_stella tag.

Surveys suppressed for the reasons above are marked do not send in Agent Connect reports to provide you with as much insight into these interactions as possible.

Note: Because a survey request is triggered by an Intercom conversation being closed, if your team's workflow is to close the conversation after each reply to the customer, work with your Agent Connect Client Success Manager to set up a suppression period and channel delay that reduces the chances of a customer being surveyed multiple times for a single conversation, before the conversation has truly begun, or before the customer's issue has been completely resolved.