Intercom

Connect Intercom with Vitally to sync conversation, user, customer, and event data.

What is the Intercom integration?

Intercom is a powerful messaging and analytics tool for helping organizations communicate and measure their users.

By connecting Intercom data into Vitally, Customer Success teams can:

  • Sync new conversations and reply directly from Vitally
  • Sync Intercom companies as Vitally customers
  • Track product-based events to create unique Health Scores, Playbooks, and Projects
  • Sync and analyze revenue/subscription data for customer lifecycle tracking
  • Build historical reports based on any data point across your stack

Available data sets include:

  • Companies: Vitally imports the entire Intercom company, allowing you to view and report on Intercom company data such as plan, segments, tags, custom_attributes, and more.
  • Users: Vitally imports the entire Intercom user (defined here), allowing you to view and report on Intercom user data such as segments, tags, custom_attributes, and more.
  • Conversations: Vitally imports your Intercom conversations, allowing you to view (and respond to) conversations occurring within Intercom.
  • Data Events: Vitally can also sync, in real time, any user activity you send to Intercom.

Data Provided by Intercom

Account Data

Import and sync your account data, including companies, users, contact information, and additional key customer data.

Product Usage

Monitor and track product events to better understand the way your customers are using your products.

Revenue Data

Sync your customer's subscription and revenue data (i.e. trials, MRR, renewal dates, churn) into Vitally.

Conversations

Sync emails and tickets to and from Vitally for seamless customer conversations.

Benefits of the Intercom Integration

  • Manage customer conversations under a single pane of glass
  • Improve Customer 360º with automatic syncing of customer product activity
  • Create Playbook Automations based on customer product and conversation activity
  • Track Projects based on product-based actions throughout the Customer Lifecycle
  • Seamlessly create new user profiles for existing customers
  • Auto-add each customer's subscription details (e.g. MRR, renewal date) to their Vitally profile

Requirements

  • Access to Vitally
  • Access to Intercom
  • The use of Intercom Companies or an External ID Recommend

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