With Intercom as your Insights Hub source, you can automatically import insights from your Intercom conversations to Insights 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 Insights 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 - Insights 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 Insights Hub with Intercom
Step 1. Navigate to Insights Hub at the top of your Survicate Panel. If you haven't added any data to the Hub yet, click on Add feedback and on Integration.
If you already have some data in your Insights Hub, go to Add Feedback in the Hub and click on Integration.
Step 2. Choose Intercom from the list of your sources.
Step 3. Click Connect.
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 Insights Hub
In the Settings tab of 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 Insights Hub from the moment you enable this connection in Survicate
or
extract insights from already existing conversations to Insights 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 Insights Hub because they have no insights. If we don't find feedback in a conversation, then we don't send this conversation to Insights Hub, as it's not relevant.
Using the Insights Hub
🚀 Now that you have synced Intercom to Insights Hub, the Hub will categorize and analyze feedback from this and other sources, to:
automatically detect customer sentiment;
identify technical issues and bugs reported by users and segment them into Topics and actionable Insights;
understand your customers' needs and wants better.
Feedback will be automatically segmented into Topics:
This segmentation is done thanks to AI, which prepares the most suitable categories based on the feedback you send to Insights Hub.
Feel free to click on one of the Topics to analyze individual feedback pieces that are included. You can also share a chosen Topic with your team, delete it, or apply filters and/or searches to further analyze the data:
Inside a Topic, you may notice the Insights tab as well. These are further categories into which the AI assistant splits your feedback:
Feel free to turn one or more of the Insights into a separate Topic to best suit your needs.
If you think a specific piece of feedback doesn't fit well into the Insight it's in, you can remove it:
By clicking on one of the feedback pieces, you will be presented with more details about this piece of feedback, and you will have the option to share its link or delete it:
At any point, you can click on the Add feedback button to connect another data source or to add a note manually.
Check out this section of our Help Center to read more about feedback sources available in the Insights Hub.
The Insights Hub also comes with a Research Assistant where, thanks to AI, you can quickly and effectively find answers to all your questions and the responses are supported by the feedback pieces you integrated into the Insights Hub and your survey responses.
📞 If you have any questions or need assistance - feel free to reach out to our team via chat or email: support@survicate.com