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

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