With Survicate, you can create email surveys to send them via Intercom using Intercom outbound emails and targeting rules. By default, the Survicate - Intercom distribution automatically captures the respondent's first & last name and email address information - so that you know who responded to your survey. You can also enable Intercom integration, to send the responses back to users' profiles in Intercom.

💡This article shows how to send a survey via Intercom email in 5 steps. If you want to keep your users in-app while they answer your survey, please consider using in-app surveys for Intercom Messenger.

There are two ways to distribute your survey with Intercom:

  1. Hide the survey link behind a CTA button, or hyperlink

  2. Embed the first question into the Intercom email to boost your response rate

Step 1. Create an email survey

Set up your email survey using the Create new survey button. Select Email or shareable link survey, and pick whether you'd like to use a ready template or start from scratch. Now, build your survey by adding your questions, and applying survey logic.

❗️Please note, If you want to embed your survey into an email, the first question of your survey needs to be either a welcome message, single choice, a smiley scale, rating scale or a Net Promoter Score. If you choose any other type of question as to the first one, we will only provide you with the link to your survey.

Step 2. Design your survey experience

Customize your survey page in the Design tab, by choosing the right theme and setting up your email survey template. Make your surveys entirely branded as your own!

In the settings, you can also enable navigation, progress bar, email confirmation and so on.

Step 3. Configure the survey settings

Once you are ready with your survey, head on to the Configure tab and pick Intercom Emails as the distribution tool under 'Identify respondents with', so that respondents are recognized with their names and email.

Under the Configure tab, you can also enable other options like multiple responses.

Step 4. Set up integrations for your email survey

Enable Intercom integration or connect any other tool you use to send the responses collected to apps you're using.

Step 5. Share your survey

Head over to the Share tab and decide how you'd like to send your survey.

  • Direct link

Grab a link to your survey from the Copy Link button, and hide it behind a CTA button, or hyperlink.

  • Launch in an email

Display the first question directly in the email's body to start the survey from the email. Respondents will be redirected to a landing page to take the rest of the survey.

  1. Click Get your code, then copy the HTML code.

  2. Go to your Intercom email you want to use for the survey and click Switch to HTML editor in the bottom-left menu, and confirm switching to HTML editor.

  3. Replace the code with the one you've copied from your Survicate survey. Once done, on the right side menu, you will be able to preview your survey.

  4. Enter the subject of your email in the field just above the dark code area.

  5. Make sure that you’re compliant with Intercom’s rules for emails.

  6. Choose your audience that will receive the survey. For example, you might want to send an NPS survey only to users that have been using your app for longer than a month, or only to your active Customers.

    Once you've got everything ready, set your message live, and get ready to dive into your insights.

Troubleshooting

I've sent a test survey, but the response is anonymous, how can I know who answered the survey?

Please remember that sending a preview email will make the responses anonymous. If you want to test the full experience as well as the integration, you need to send the email to an existing contact via the set live option.

Best practices

Send responses to Intercom as tags or attributes
You can enable Intercom integration in the Connect section of your survey and pass your survey responses back to Intercom user profiles

Reach your users right inside your application
Use Intercom Messenger Chat surveys to ask the right questions at the right time with in-app messages. 

Collect information about the respondents

When sending the survey via Intercom, we'll automatically recognize the respondent's first & last name and email. You can also add any other Intercom attributes to your survey link to identify the respondents with this data.

Automate quarterly NPS surveys with Intercom
Use Survicate <> Intercom integration to configure an automatic distribution of your NPS surveys at defined time intervals.

📞 If you have any questions about sending a survey via Intercom email - feel free to reach out to our team via chat or email: support@survicate.com

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