Intercom

Integrate the Intercom CRM with Agent Connect services.

With the Intercom integration, Agent Connect sends surveys automatically after Intercom conversations have ended, providing your team with the feedback they need to succeed. This guide covers a few quick steps to get started with the integration.

Enable relevant channels

On the Agent Connect Integrations page (Settings > Integrations), turn on the channels that your team uses in Intercom. Typically, these are the Email and Chat channels.

example of integrated 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.

Install the Intercom Agent Connect app

Let the Agent Connect Support team know that you want to use the Agent Connect app for Intercom so it can be enabled on your Agent Connect instance.

Test before integrating

Advise the Agent Connect team if you would like to test the integration before moving to production, so the correct API keys are enabled.

Test requests appear on the API Status page (Settings > Integrations > API Status Page link):

example API status page

Successful requests appear in the Test tab. Requests in the Invalid tab include error messages indicating why certain requests failed. You will need to resolve any listed issues to ensure that surveys will reach your customers. If you are unable to resolve invalid request issues, contact the Support team for assistance.

Install the app

To install the Intercom Agent Connect app:

  1. In Agent Connect, open the Integrations page.

  2. Click Connect with Intercom.

  3. In your Intercom workspace, click Authorize Access.

(Optional) Suppress surveys when needed

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 do_not_send_stella.

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 closes conversations after each reply to the customer, work with the Agent Connect team 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 resolved.