Intercom integration

Send your survey responses to Intercom user and company profiles as attributes, tags and events. Start conversations and create new profiles

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Written by Vlada
Updated over a week ago

You can use the SurvicateIntercom integration to:

  • 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 on your Customer's inquiries;

  • and more!

In this article, you'll learn how to:

- connect Intercom integration step-by-step on a survey level;

- update user or company attributes with survey responses;

- send tags to a user or company profile, create a new contact in Intercom;

- open new conversations with your customers upon feedback collected;

- check if the integration works;

- and how to filter survey responses with Intercom data.

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

Connect the 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. Press the Authorize access button in the pop-up window 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, 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 generates Intercom events for every response by default, visible in the user profile activity section. We send the survey name, question, and answer in the 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.

Update attributes in Intercom with survey responses

You can use Intercom attributes to segment customers, target outbound messages, and personalize your communication.

1. Move to 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 or company 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 attributes 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. You can enable the Send answers to Intercom as 0-10 values toggle if you'd like to receive the numeric value.

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

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

Tag users and companies upon new survey responses

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

Here, you can also choose to tag Users or Companies.

2. Select the question you wish to pass as 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 your integration is set up, you can test it without leaving Survicate by clicking the Test integration 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 Contact form question you wish to create the new company from.

3. Enable the Create new users in Intercom toggle.

Start a 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 Text question you wish the start the conversation from the list of Text questions:

Once your integration is 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 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 doesn't exist in your Intercom database, no conversation will be opened. You can create Intercom users or companies from contact form submission.

💡Tip: If the respondent is identified, you can quickly jump straight to the respondent's Intercom user profile from Survicate.

  1. Head over to the Analyze tab of a survey, find the text response and click the View Intercom profile button.

2. Or go to the Analyze > Individual responses tab and click View profile on the right side.

Test the integration

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

You can view it by clicking Go to Intercom, which you'll see after clicking Test integration.

Filter survey results with Intercom data in the Analyze tab

To filter your survey responses by the information about your contacts from Intercom, go to Survey settings > Integrations, search for Intercom and enable the Contact data synchronization feature.

You'll be asked to confirm that you want to import the data from Intercom.

💡Enabling the Contact data synchronization feature should be done only once for a workspace, and you will then be able to filter the results of all your surveys in this workspace by Intercom data.

With this active feature, you can go to the Analyze tab and filter the survey answers by custom User attributes defined in the Intercom profiles of your respondents.

You can scroll down in the Filter window to see all attributes from the Intercom profiles of your respondents or you can start typing the name of the field you want to filter by.

📌 At the moment, we only support synchronization from Intecom user profiles, not company profiles. Additionally, if the Intercom value is listed as "unknown" we do not pass it along to Survicate as it indicates an empty value. 

📌Filtering by custom attributes is available on some of the paid plans.

The attributes synchronized from Intercom will also be visible when survey data is exported to a CSV or XLSX file.

📞 If you have any questions or need further assistance - feel free to reach out our team via chat or email:

Net Promoter, NPS, and the NPS - related emoticons are registered U.S. trademarks, and Net Promoter Score and Net Promoter System are service marks, of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld.

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