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How to send a survey in an Intercom chat during a conversation
How to send a survey in an Intercom chat during a conversation

Learn how to gather valuable customer insights by sending surveys during your conversations.

Anastasiia avatar
Written by Anastasiia
Updated over a week ago

In this article, you will learn how to send surveys via Intercom chat while conversing with customers. We will go through the process of creating and implementing your survey smoothly, making it easy to gather customer feedback, insights, and concerns.

When conducting a survey during a chat with a customer, choosing the appropriate moment is essential. Avoid overwhelming them with a survey at the start of the conversation or when they're feeling frustrated. Instead, wait for a natural pause in the conversation or until after resolving any issues. This approach will make customers more likely to participate and give thoughtful responses.

How to add a survey to the chat?

Step 1. Create an Intercom Messenger survey

  • In your Survicate Panel, click on Create new survey.

  • Select Intercom Messenger surveys from the list of options, and choose whether you'd like to use a ready template or start from scratch. Then, build your survey by adding your questions and applying survey logic.

Step 2. Enable Intercom integration

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

  • Click the Connect button to set up the authorization.

  • 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. To do so, 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.

Step 3. Add a survey to chat

If you want to send an Intercom survey to your users or leads via a chat, please follow the instructions below.

  • Add messenger in the bottom-left corner of your Inbox, choosing Use Survicate Customer Surveys.

  • Select a survey that you'd like to send in the conversation.

  • Ensure to include an introduction to the survey and explain to the customer why it's essential for your company. You can also provide more information about what the survey involves.

All set up, and now you can send the survey in the chat!🚀


How will Intercom let me know when my survey is complete?

Once your customer completes the survey, it will display a “Thank you” message in the chat.

What if I send a survey, but the customer is offline?

If your customer is not available on Intercom chat at the moment, an automatic email with the survey will be sent to them. The email will look like this:

❗️Please note it's impossible to change the email design in this case.

Can I change the design of the survey?

Please keep in mind that the design and the background of the Intercom survey cannot be changed in the Survicate panel. It is dependent on the settings in Intercom. However, there are certain design and styling adjustments that can be made to your Intercom account. For more details, please refer to the Intercom guide.

📌 Please note that these modifications may be somewhat limited.

💡It is essential to show appreciation to your customers for participating in surveys. Recognizing their time and effort helps build a positive relationship and promotes continued engagement in the future.

📞 If you have any questions, feel free to reach out to our team via chat or email:

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