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Intercom

How to integrate Intercom with Plecto

  1. Go to Data sources > New data source > Intercom.

  2. Sign in to your Intercom account. If you have already signed in, it will redirect you to the Intercom authorization page.

  3. Click Authorize access to allow Plecto to connect to your Intercom account.

  4. Choose the data you want to import. If you select Conversations, Conversation Parts, or Conversation Ratings, you can enable Add teams to registrations for these when you configure the data source settings (read more below).

  5. ClickΒ NextΒ to choose how much data to import and how long you want to keep it in the data source.

  6. ClickΒ ImportΒ to finish.

How to add teams to registrations

When selecting data for import, you can enable the Add teams to registrations option for:

  • Conversations

  • Conversation Parts

  • 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.

This option is only available for the selected data 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.

Intercom webhooks

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.

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.

Available data

Currently, you can import the following data from your Intercom account to Plecto:

Activity Logs

Update frequency: 2m
Supports custom fields? No
Supports webhooks? No
Supports automatic registration deletion? No
Supports relations? No

Agents

Update frequency: 2m
Supports custom fields? No
Supports webhooks? No
Supports automatic registration deletion? No
Supports relations? No

Calls

Update frequency: 1m
Supports custom fields? No
Supports webhooks? No
Supports automatic registration deletion? No
Supports relations? Yes

Conversation Parts

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

Update frequency: Instant with webhooks and every 1m
Default member field: assignee
Default date field: created_at
Supports custom fields? No
Supports webhooks? Yes
Supports automatic registration deletion? No
Supports relations? No

Conversation Ratings

Update frequency: Instant with webhooks and every 1m
Default member field: assignee
Default date field: created_at
Supports custom fields? No
Supports webhooks? Yes
Supports automatic registration deletion? No
Supports relations? No

Conversations

Update frequency: Instant with webhooks and every 1m
Default member field: assignee
Default date field: created_at
Supports custom fields? Yes
Supports webhooks? Yes
Supports automatic registration deletion? No
Supports relations? No

How to import custom fields to Intercom Conversations

Intercom Conversations supports custom fields. Once you've added the data source, you need to refresh the fields and run a manual data import in the data source settings. Here's what to do:

  1. Go to Data sources and open your Conversations data source settings.

  2. Click Import more data and select a time period. Confirm the import.

  3. You can now see the new fields in the section Fields. Click on the fields you want to add to your data source (the checkbox should be blue), then click Save. To see data in the new fields, you have to run another data import.

  4. Once again, open the data source settings and click Import more data.

Once the import is done, you will see the custom fields and data in your Intercom data source.

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