Overview

Intercom started as a widely used chat interface for websites quite some years ago. It then eventually progressed to a powerful full fledged marketing automation platform that now includes helpdesk, email, product tours and drip campaigns ("Series"). It has also put quite some efforts in allowing SaaS platforms connections, thereby collecting contact and company data, as well as user events.

journy.io created a deep integration with Intercom, offering full bi-directional CDP functionalities with enriched B2B SaaS customer intelligence, collecting Intercom events, and allowing to tag/untag contacts and throw user events back (journy.io→Intercom) upon getting B2B product-led growth signals.

Your marketeers will be able to start and exit series on B2B SaaS conditions otherwise simply not possible in native Intercom.

How to connect Intercom

Go to your connections menu and click the 'Connect' button under the Intercom logo:

You'll be redirected to the Intercom login screen where you'll need to log in.

Once logged in, you need to accept the Intercom sync permissions.

Pressing 'Allow' will add the Intercom pannel (with 'Settings' button) on top of your connections screen.

Intercom General settings

If you go to the 'Connections' menu and lick on 'Settings' on the Intercom panel, you'll see the general 'Connection' Tab

Here are the different settings:

  • Source: If set, Intercom can be used as source.

  • Destination: If set, Intercom can be used as destination.

  • Name: Set/Edit a name for the connection.

Intercom source settings

In the source settings you can choose to:

  • Capture chat events: When a chat conversation is initiated in Intercom, journy.io will capture events named 'Chat started' and 'Chat button clicked'.

  • Capture user events: If you've integrated your platform with Intercom, and are sending (user) events to it, we will capture those events in journy.io, if the option is set.

  • Create users from contacts: Create users in journy.io when an Intercom contact is created or updated.

  • Create accounts from companies: Create accounts in journy.io when an Intercom company is created or updated.

  • Capture relationships from Intercom: If you've already creating contacts and companies in Intercom, with typical contact↔companies relationships, we'll also set these same relationships in journy.io, if option is set.

Intercom destination settings

If you go to the destination submenu, you can setup and map sync settings.

Using segments to limit which users will be created or updated in Intercom

When no segments are selected, journy.io will sync every user to Intercom. To sync only a subset of users to Intercom, you can select one or more segments that will act as a filter.

Creating or updating

By default journy.io will only update records in Intercom. You can allow journy.io to create contacts in Intercom when they don't exist yet.

For contacts we'll use the email and user ID to match with users in journy.io.

For companies we'll use the company ID to match with accounts in journy.io.

Mapping fields

For contacts we'll map the following fields automatically:

journy.io email identifier => Intercom email

journy.io external identifier => Intercom user ID

journy.io first_name property => Intercom name

journy.io last_name property => Intercom name

journy.io full_name property => Intercom name

journy.io phone property => Intercom phone

journy.io registered_at property => Intercom signed up at

For companies we'll map the following fields automatically:

journy.io external identifier => Intercom company ID

journy.io name => Intercom name

journy.io plan property => Intercom plan

journy.io mrr property => Intercom monthly spend

journy.io registered_at property => Intercom remote created at

So you'll only need to map the extra properties you want to sync to Intercom in the settings. You can map any journy.io property to any supported property in Intercom. We'll do our best to match the types of the properties. All of the scores you created in journy.io, computed properties, stage, health, ... are mappable to Intercom.

Intercom logs

At any time, you can check the bi-directional sync logs of your Intercom↔journy.io connection by selecting the 'log' submenu.

Intercom Actions

journy.io eventually allows to define product-led growth signals that trigger actions related to the installed connections. For each user meeting signal conditions, following Intercom actions can be triggered:

  • Add tag to a contact: Adds a tag to a contact, typically to initiate sending an Intercom series.

  • Remove tag from contact: Removes a tag from a contact, typically to eject from an Intercom Series.

  • Trigger event: When you tag and untag a contacts in Intercom, the execution of triggered tasks will happen after typically a minute or so... This is how Intercom was designed. Moreover, you cannot re-execute series based on tags. You therefor need to trigger an Intercom event, which will immediately execute actions.

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