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 Topics and 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 on Data Sources:
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 Feedback 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 Import.
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 reviews can be used to draw conclusions and identify your application's 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 four 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 project created solely based on the Intercom chats.
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:
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:
If you find a specific Insight specifically 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 reviews this Insight is based on:
Dashboard
In the Dashboard 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 widget. In the creation view, you can choose the chart type, specify the dates you want to include, and add a breakdown to your data.
Once you create your first widget, you can add more via the +Add Chart button in the upper right-hand corner of the screen:
❗ If you want to use the Insights Breakdown, please note that only the tracked insights will be included.
Research Assistant
The Research Assistant can answer your question based on data from various sources that you synced to the Research Hub and used in this Research project.
Data
In the Data tab of your Research Project, you can adjust or add new data sources to the Project. You can connect more integrations, connect selected surveys, add files, or transcriptions.
If you add more data to your project and want to include it in the report, click Regenerate. Please note that a report has to be approved for the Regenerate button to appear:
Setup
In the Setup tab of your Research Project, you can update the project's name, type, sources, description, and more. Please note that making these changes may regenerate the Report and Insights.
🧠 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