Intercom

A guide on how to connect Intercom to Plecto.

Last updated: Oct. 13, 2021

Import your data from Intercom and see your support KPIs in real time. Our integration to Intercom currently allows importing the following data types:

  • Activity Logs
  • Agents
  • Conversation Parts
  • Conversation Ratings
  • Conversations

Visit our Intercom integration page to see the technical details, such as the update frequency, custom field support, and more.

Conversation Parts are the individual parts that make up a conversation. Due to the way the intercom API is constructed, the integration will be less efficient if you choose to import this data type.

For most customers, you won’t notice the difference, but if you have a very high volume of conversations in Intercom, it would be beneficial not to import these.

If you don’t import Conversation Parts, then the following fields in the corresponding Conversations data source will not be available as they’re calculated based on information from the Conversation Parts:

  • Average customer response time
  • Formulas using Number of times closed
  • Number of comments
  • Number of Notes
  • Go to Data management > Data sources > + New data source.
  • Select Intercom from the list and click "Next." Plecto will ask you to sign in to your Intercom account. If you have already signed in, it will redirect you to the Intercom authorization page.
  • Click "Authorize access" to allow Plecto to connect to your Intercom account.
intercom-authorization.png

An example of an authorization page for connecting Plecto to Intercom.

  • Once authorized, you will be able to choose the data types you want to import. If you select Conversations, Conversation Parts, or Conversation Ratings, you can enable "Add teams to registrations" for these data types in the advanced settings (read more below).
  • To finish and import data, click "Next" in the bottom-right corner.

Your Intercom data is now connected to Plecto, and you can start building your dashboards. Find the list of your data sources in Data management > Data sources, or go to KPI management > Formulas in Plecto to start building your KPIs.

When selecting data types for import, you can enable the "Add teams to registrations" option for specific data types: Conversations, Conversation Parts, and Conversation Ratings.

If enabled, Plecto will automatically create a team and, when possible, add it to the registrations in the data sources. For example, if a team is associated with a conversation in Intercom, Plecto will create the same team in our system and add it to the relevant registrations in the data source.

intercom-teams-registrations.png

This option is only available for the selected data types because Conversations, Conversation Parts, and Conversation Ratings can only associate one team with a registration. Agents and Activity Logs can have multiple teams associated with each of the registrations, which is not supported in Plecto.

Be aware: Currently, this is the only place where you can select the "Add teams to registrations" option. If you want to enable it but have already imported your Intercom data, please contact our support team, and they will enable this option for you.

Our integration to Intercom supports webhooks. Webhooks allow Plecto to update your conversation data in real time and let you see when the conversations are created, deleted, closed, and more.

intercom-import-more-data.png

Once you connect to Intercom, the webhooks are created automatically, and the following are the events we update instantly:

  • User/lead initiated conversations
  • Admin initiated 1:1 conversations
  • Admin conversation assignments
  • Admin conversation closes
  • Conversation parts being deleted
  • Entire conversation deletions

If any of these events change in Intercom, Plecto updates the entire conversation data in your Intercom data sources.

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