πŸ“’ In this article, we'll guide you through enabling Intercom integration for link, email, or website surveys. If you are using Intercom Messenger (chat) survey, please see the instructions here.

Table of contents:

  1. Sending answers as Intercom attributes
  2. Sending answers as tags
  3. Starting Conversation Upon Receiving a Text Answer
  4. Create new users or companies with survey submissions
  5. Testing integration

Before you start:

1. To enable Intercom integration, go to the Connect tab of your survey, find, and pick Intercom from the list of 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.

πŸ’‘Tip: You can select the Intercom workspace to install the integration using the dropdown. But remember - 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! βœ‹ The integration is ready to use πŸš€

Under the Settings tab, you will be able to see all the features we offer for Intercom Integration:

πŸ“ŒAutomatic events on survey responses: 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.

πŸ“Œ Survey timestamps: Upon each response to your survey, we update; survicate_last_response_date attribute for user profilescompany_survicate_last_response_date attribute for company profiles So you can keep track of the timestamps of survey responses on the user level and on the company level to trigger automated outbound communication (emails or in-app messages) in Intercom!

Sending Answers as Intercom Attributes

Attributes can be used for segmentation, targeting messages as well as personalization of your communication - you can use them in your messages.

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

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

πŸ’‘Tip: You can send responses to Intercom 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 the value appear)

πŸ“ŒNote: 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:

4. You can connect more questions to your integration by clicking βž•Connect another question and apply the same steps.

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

Sending Answers as 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.

πŸ“ŒPlease note that in case of text answer questions it's not possible to send tags, consider using attributes instead.

3. Assign tags to each answer using the tags field - you can use tags you 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 βž•Connect another question and apply the same steps.

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

Starting Conversation Upon Receiving a Text Answer

When asking 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:

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

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

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

Create new users or companies 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, and select 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 Test Integration button next to any attribute or tag you've created, and we will create a test user and send question answers in the format you selected.

You can view it by clicking Go to Intercom:

Need any further assistance? If you have any questions about the set-up, best practices, and use-cases, please feel free to reach out to us via our 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.


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

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