You can use Survicate with Intercom to:

  • Send Net Promoter Score (NPS), CSAT, CES or any other survey types via Intercom Messenger inside your app or Intercom Outbound emails or Series;

  • Save responses in Intercom as user or company tags, attributes and events for better customer segmentation;

  • Act upon feedback to prevent churn or boost referrals;

  • Start a conversation on your intercom inbox upon text feedback to take rapid action to your Customer's inquiries.

In this article, you will learn how to connect Intercom integration step-by-step on a survey level to send tags, update attributes or open new conversations with your customers upon feedback collected.

📌 Before connecting the integration, make sure your respondents will be recognized. It's necessary to collect respondents' information in order to pass data to the correct Intercom contact.

Table of contents:

  1. Connect Intercom integration

  2. Sending survey responses as Intercom attributes

  3. Sending survey responses as Intercom tags

  4. Starting conversation upon receiving a text response

  5. Create new users or companies in Intercom with survey submissions

  6. Testing integration

  7. Best practices

Connect Intercom integration

1. To enable Intercom integration, go to the Connect tab of your survey, find, and pick Intercom from the list of integrations. You can also enable Intercom integration in the main menu Settings -> Integrations.

2. Click the Connect button to set up the authorization.

3. In the pop-up window, press the Authorize access button to confirm the connection. If you don't see the pop-up window, you may need to allow pop-ups in your browser - please look for the settings in your browser URL bar, or use instructions for Chrome, Firefox, Opera, Edge, or Safari.

💡 Please note that it's only possible to integrate one Survicate workspace with one Intercom workspace. If you'd like to run surveys in multiple Intercom instances, contact sales@survicate.com, or start a chat with us to purchase another Survicate workspace.

4. High five! The integration is ready to use 🚀

Once the integration is enabled and you start collecting new responses, it will automatically update the respondents' profiles in Intercom with events and timestamps.

Automatic events. Survicate is generating Intercom events for every response by default - they will be visible in the user profile activity section. We're sending the survey name, question, and answer in event details. You can turn off event tracking in Intercom - more on that here.

Survey timestamps. Upon each response to your survey, we update: survicate_last_response_date attribute for user profiles and company_survicate_last_response_date attribute for company profiles, so you can keep track of the timestamps of the survey responses and trigger automated outbound communication (emails or in-app messages) in Intercom.

Sending survey responses as Intercom attributes

Intercom attributes can be used for customer segmentation, targeting outbound messages as well as personalization of your communication.

1. Move on the Settings tab of Intercom Integration, and select update attributes.

2. Select the question you wish to pass the responses to Intercom. To avoid flooding your Intercom user profiles with data, you can decide on a question level whether or not to send responses to Intercom.

You can send responses to user or company profiles. Select it by clicking the update menu:

3. Select the attribute you want to integrate with from the list or create a new one (type in the value to make it appear).

By default, Survicate is sending the content of an answer as the attribute value, but you can change the label to make it shorter or to fit your data structure - click edit mapping to modify these values:

📌Note: For the NPS question by default we send the values mapped based on the response group, like 9-10 Promoters. If you'd like to receive your numeric value, you can enable the "Send Answers to Intercom as 0-10 values" toggle.

4. You can connect more questions to your integration by clicking ➕Connect another question and applying the same steps.

Once you have your integration set up, you can test it without leaving Survicate by clicking the Test Integration button.

Sending survey responses as Intercom tags

1. Move on the Settings tab of Intercom Integration, and select Send tags.

2. Select the question you wish the pass the tags to Intercom.

📌 For text answer question type and contact form it's not possible to send the response as a tag - consider using attributes instead. Sending tags are available only for specific questions: Single answer selection, Multiple answer selection, Rating scale, Smiley scale, NPS® and Dropdown list.

3. Assign tags to each answer using the tags field - you can use tags already created or create new ones. You can assign multiple tags to your answers.

4. You can connect more questions to your integration by clicking ➕Connect another question and applying the same steps.

Once you have your integration set up, you can test it without leaving Survicate by clicking the Test Integration button.

Starting conversation upon receiving a text response

Upon a new response to a text (open answer) question, you may choose to have an Intercom conversation opened, to quickly act upon users' feedback, ask a follow-up question, and drill down on insights.

1. Move on the Settings tab of Intercom Integration, and select Start Intercom conversations.

2. Select the question you wish the start the conversation from the list of text questions:

Once you have your integration set up, you can test it without leaving Survicate by clicking the Test Integration button.

3. Now, when your respondent submits an answer to this text question, you will be able to see their survey response opening in your Intercom Inbox as a new message.

📌Note: We only create a conversation when an existing Intercom user is answering the survey - if the respondent answering the survey doesn't exist in your Intercom database no conversation will be opened. You can create Intercom users or companies from contact form submission.

💡Tip: You can also easily jump to the respondent's Intercom user profile straight from Survicate.

Head over to Answers from the main Survicate dashboard, find the text response and click the View Intercom profile button.

Create new users or companies in Intercom with survey submissions

1. To create a new contact in Intercom from Survicate, add a contact form question to your survey with a required email or company field.

2. Under the Settings tab of Intercom Integration, choose to Create new users or Companies and select the question you wish to create the new company from.

3. Enable "Create new users in Intercom" toggle

Testing integration with sample data

Once you have your survey ready and integration set up, you can test it without leaving Survicate - simply click the Test Integration button next to any attribute or tag you've created, and we will create a test user in Intercom and send question answers in the format you selected.

You can view it by clicking Go to Intercom:

Best practices

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.

Embed surveys to your Intercom Outbound emails or Series

Create a link or email survey to send it right in your Intercom email using the targeting rules.


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 on setting up Intercom integration - feel free to reach out to our team via chat or email: support@survicate.com

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