Intercom
Intercom is a chat and messaging platform. It shows you who is using your product or website and makes it easy to personally communicate with them with targeted content, behavior-driven messages, and conversational support. While it can be used in a number of ways by different teams, it’s primarily used by marketing teams to communicate with leads on the company’s website and success/support teams to communicate with users in the company’s application and through push messaging.
Real-Time | Supported |
Scheduled | Supported |
AND Operators | Supported |
OR Operators | Supported |
Custom Fields | Supported |
Reference Fields | Supported |
Objects Currently Supported
Overview
Due to its nature as a messaging platform, many of the use cases for Intercom are with Conversations. However Intercom also have very extensible custom attribute tracking for contacts which is often used to store key details about customers, and therefore many use cases for this custom data at the Contact level exists as well.
Common Use Cases
Contacts | Real-Time | Signal the account owner when a user’s feature adoption score has increased |
Contacts | Scheduled | Provide a list of all new users from the past week |
Contacts | Scheduled | Provide a list of all users whose account was disabled in the past week |
Contacts | Scheduled | Provide a weekly list of users that haven’t logged-in in over 30 days |
Conversations | Real-Time | Signal the support manager when a new conversation with priority medium or high is created for a Tier-1 customer |
Conversations | Real-Time | Signal when a new conversation has no assignee after 1 hour |
Conversations | Real-Time | Signal when a new conversation has a high priority |
Conversations | Real-Time | Signal when a conversation is rated below a 3 by the user |
Conversations | Real-Time | Signal a product channel when a customer starts a conversation about a beta feature |
Conversations | Real-Time | Signal the support manager when a new conversation is started with a user whose last NPS score was < 8 |
Conversations | Scheduled | Provide a weekly list of conversations from each customer to its account owner |
Conversations | Scheduled | Provide a list of all users whose conversation included a keyword that indicates a possible upsell |
Conversations | Scheduled | Provide a weekly list of all conversation for a specific subject |
Conversations | Real-Time | Signal when a conversation has been rated |
Contact | Real-TIme | Signal when a contact unsubscribes |