🧩 Intercom Integration – AskNicely

Learn how to connect Intercom with AskNicely and decide whether to sync all your contacts or use Segments for more targeted feedback campaigns.

🧠 Introduction

The AskNicely + Intercom integration allows you to seamlessly sync contacts, track feedback, and trigger surveys based on customer interactions. You can either import all of your Intercom contacts or use Segments for more control over which customers receive which survey.

This guide walks you through setup, syncing options, and advanced configuration tips.

⚖️ All Contacts vs. Segments

You’ll need to decide whether to sync all contacts from Intercom or use Segments:

✅ Use “Import All” if you’re not currently using Intercom Segments or want a simple, broad approach.
🧠 Use “Segments” if you want to send different surveys to different groups.
For help, see Intercom’s How to Create Segments guide.

ℹ️ Note: AskNicely supports a maximum of 10,000 contacts per Segment. You may need to split large Segments.

🔧 How to Configure the Intercom Integration

Go to App Store > Integrate > Intercom inside AskNicely
Click the Connect with Intercom button and follow the login steps
Choose whether to Import All Contacts or Import Specific Segments
Select which Intercom fields to sync:
- Each selected field becomes a filter and leaderboard in AskNicely
- You can import unlimited fields, including company fields
- Company fields will be named as company_fieldname

📌 If a contact’s email belongs to multiple companies, only one company's data will be synced (AskNicely allows one record per email).

🗂️ Assigning Survey Templates to Segments

If you want to send different surveys to different audiences:

In Sync Settings, click each Segment (or All Contacts)
Choose:
- A single survey template for that Segment, OR
- Use a column to dynamically assign survey templates based on values
Go to Survey > Manage Templates and create each survey template. Be sure the template names match the field values.

🛠️ Advanced Integration Options

Scroll to the bottom of the Intercom integration settings page to find:

💬 When a conversation is closed in Intercom:

Do nothing (default)
Trigger an email survey (will send an NPS survey immediately after any conversation is closed—even for leads)

💡 If you choose “Do nothing,” we recommend using a Send Scheduler to manage survey timing.

📤 When a person responds to a survey:

Update Intercom (recommended)
→ AskNicely sends the response data back to the contact record in Intercom
Do not update Intercom

🔁 What Data Is Synced Back to Intercom?

NPS Score
A new custom event called NPS_Response is created
→ Use this to filter contacts by last response time or trigger auto messages in Intercom

We store the NPS Score and create a new event called NPS_Response so you can filter contacts based on the time of their last response create smart auto messaging.