With Intercom as your Research Hub source, you can automatically import insights from your Intercom conversations to Research Hub, making sure no feedback is lost in a process.
This connection extracts insights from Intercom conversations, and categorizes them into Insights.
The Research Hub not only saves you time and the need to manually go through every chat, but also lets you know what issues or subjects customers talk about.
With the Intercom - Research Hub integration, you can:
extracts insights from Intercom conversations
categorize feedback - all feedback pieces will be labeled with the Intercom logo;
learn about the most frequently mentioned topics and issues;
act on feedback, as we display the details of your user next to the conversation.
Connect the Research Hub with Intercom
Step 1. Navigate to the Hub in your Survicate Panel, and click Data sources at the bottom of the Research Hub sidebar:
Step 2. Choose Intercom from the list of your sources.
Step 3. Click Connect in the top-right corner.
Step 4. You will see a pop-up asking you to Authorize the integration, choose the Intercom you want to connect with Research Hub and Authorize access.
Import conversation from Intercom to Research Hub
In the Settings tab of the Intercom source, you can choose whether you want to import all conversations or just those tagged with specific Intercom tags. Choose one of the options and click Save.
You can decide whether:
insights should be extracted from Intercom and passed to Research Hub from the moment you enable this connection in Survicate
or
extract insights from already existing conversations to Research Hub as well - just select a time frame for importing past conversations and click Import:
❗ Please note that some conversations might not be visible in Research Hub because they have no insights. If we don't find feedback in a conversation, then we don't send this conversation to Research Hub, as it's not relevant.
When an Intercom chat is imported to the Research Hub, you will see information such as:
Date of the conversation
Full chat script, as well as highlights
Tags that were assigned to the conversation
User attributes of the customer
You can filter feedback by the Tags as well!
Using the Research Hub
Now that you have synced Intercom chats to Research Hub, they can be used in your Reports. Once you create a Report, the conversations can be used to draw conclusions and identify strengths and pain points. The detailed scheme of your report, and its main topics, depend on your project description, provided in the process of creating the project.
Once you create a Report, you'll see five tabs:
Report
The report is the main part of the project, as it's created based on the information and criteria you provided while adding a new project. Below, you can see an excerpt of an exemplary report:
You can verify the sources for all the report's conclusions by clicking the purple annotations. Then, the source will be shown on the right side of the screen:
The report comes as a draft, which you are free to edit manually or with AI.
💡 Type / in the report to add blocks, such as a chart based on your tracked Insights or a Table of contents. You can also add hyperlinks and images to your report.
Approving the report will still allow you to edit it later if needed, but it's required to be able to Share the report with your teammates:
Insights
All data you decide to send to the Research Hub from various sources will be presented as pieces of feedback for you to analyze. Feedback is automatically categorized into Insights. Use the filters at the top to switch between Tracked, AI discovered, and Resolved Insights. You can also add your own Insight with + Add insight:
If you find a specific Insight valuable and you want to know more about it, you can add the Insight to the Tracked list (by clicking the Track button). Once the Insight is moved to Tracked, you'll be able to see a full Summary:
In the second tab (Feedback), you can see specific conversations this Insight is based on:
Next to the Insight's description, you can also see:
Added - the date the Insight was created,
Mentions - the number of times a piece of feedback was marked as relevant to this Insight,
Last 30 days - how many times this Insight came up across your feedback over the past 30 days.
Feel free to Track, and then Pin, Edit its description, Mark Resolved, or Delete an Insight:
Charts
In the Charts tab, you can create custom charts and dashboards within your Research Project. These charts and dashboards are specific to the feedback and analysis of particular research projects.
Click + Add chart to create your first chart. In the creation view, you can choose the chart type, specify the dates you want to include, and add a breakdown to your data. Then click Save widget.
Once you create your first widget, you can add more via the + Add chart button in the upper right-hand corner of the screen:
💡 Column and stacked column charts show trends over time. If you want to analyze totals, use a bar or pie chart. All charts show both numbers and percentages.
You can also add any chart to your report by typing / in the report.
❗ Charts are based on tracked Insights. If your project doesn't have any yet, Track the Insights you want to follow first.
Data
In the Data tab of your Research Project, you can see which feedback the project uses. If the project is based on All feedback, everything you add to Research Hub (survey responses, files, integration imports, and transcripts) is included automatically. Click Filter sources to limit which feedback is taken into account.
If you add more data to your project and want to include it in the report, click Regenerate. The report has to be approved for the Regenerate button to appear.
Regenerating erases your existing report, including any edits, and replaces it with a new version, so you'll be asked to confirm first:
Research Agent
The Research Agent can answer your question based on data from various sources that you used in this Research project.
It can also help with Survicate-related product questions!
To open the Agent, click on Ask Agent in the bottom right corner of your research project in the Hub:
💡 You can select a fragment of the report, and the Agent will focus on this given fragment to answer your question in context.
Setup
In the Setup tab of your Research Project, you can change your project's name. You can also see the project's type, sources, description, and more.
🧠 You can read more about Research Hub, its features, and settings in our main Research Hub article.
📞 If you have any questions or need assistance - feel free to reach out to our team via chat or email: support@survicate.com