Why integrate with Intercom? 

  • Import automatically your Intercom conversations to Salesmachine.
  • Import automatically your Intercom users and companies to Salesmachine as contacts and accounts (only if you're not already tracking customers via other sources like Segment or our own API).

Install Intercom

Source of enrichment : Conversations enrichement

> Go to your Integrations
> Go to the section 'Connect external services' section
> Connect Intercom

Once you've signed into Intercom, Salesmachine will immediately begin importing your Intercom conversations to your contacts and accounts on Salesmachine. 

Source of reference : User tracking + Conversations enrichment

Use Intercom as your primary customer data source if you don't track customers via others sources like Segment or our own API.

> Go to your Integrations
> Go to the section 'Connect your product' section
> Connect Intercom

Once you've signed into Intercom, Intercom will immediately begin importing your Intercom users, companies in addition to your conversations to Salesmachine. 


Note: you can change these options later after that Intercom is connected. 

Key features

Conversations enrichment

Once the Intercom integration is connected, your Intercom conversations will be automatically imported into Salesmachine on an ongoing basis when a new conversation is started.

Intercom users associated with the conversations have to match existing Salesmachine contacts based on email. Note: you must be using Intercom’s email field to store email addresses.

Salesmachine imports also all your historical conversations (conversations you had before to connect Intercom to Salesmachine): 

  • Salesmachine imports all the conversations associated with users created in the last 60 days 
  • Each time you visit a Salesmachine profile, Salesmachine imports the associated conversations.

Intercom conversations appear in the Past Activity timeline just like emails. You can open the open the conversation and click on 'Reply on Intercom' to open your Intercom app.

User Tracking

Users and companies: Once the Intercom integration is connected and the option 'User Tracking' is enabled, your active Intercom users (and their associated companies) will be automatically imported into Salesmachine on an ongoing basis (every few minutes).

Salesmachine also imports the Intercom users created in the last 60 days and companies associated with them.

Attributes: Salesmachine collects all the Intercom attributes from users and companies. You can find them under Salesmachine profile tab > Intercom section. You can use these Intercom attributes to create health scoring, segments and custom conditions anywhere on Salesmachine.

Notes: 

  • There are some attributes that the Intercom API doesn't allow 3rd parties to collect. 
  • Custom attributes with the same keys than default Intercom's attributes are not collected in Salesmachine.

Events & Sessions: Salesmachine collects all the custom events and sessions from Intercom and process them like Salesmachine events (trends, variation, etc). You can use these custom events to create health scoring, segments and custom conditions anywhere on Salesmachine. 

Note: The number of Sessions can be slightly different as Salesmachine re-constructs sessions based on others parameters than Intercom's sessions.

Use Salesmachine attributes within Intercom (only if Intercom is the primary data source)

Salesmachine pushes automatically Salesmachine's attributes so you can drive better automated Intercom messages and support agents can have key customer success metrics about the customer they are talking to.  

The following Salesmachine's attributes are sync with Intercom when contact/account health, stage or pulse has changed:

  • Salesmachine Health
  • Salesmachine Stage
  • Salesmachine Url
  • Salesmachine Pulse
  • Salesmachine License Utilization
  • Salesmachine CS Owner
  • Salesmachine CS Owner email

How to disable Intercom

Go to the settings of the Intercom integration, then click the 'X' or 'Remove integration'. 

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