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Intercom

Jomar
  • Updated

 

Bringing in All Contacts Vs. Using "Segments"

When integrating Intercom with AskNicely, you will need to decide whether to sync all of your Intercom contacts into AskNicely as one big group, or to divide up your Intercom contacts into "Segment(s)" in order to send specific surveys to specific groups.

  • If you aren't currently using Segments, we recommend the "Import All" option to bring all of your Contacts in at once from Intercom.
  • If you are already using Segments in Intercom, or have several distinct groups of "audiences" for your Surveys that will each need to be sent their own Survey Template, choose the "Segments" option. Head over to Intercom's How to create Segments Help Article for assistance.

NOTE

AskNicely have a limit of 10,000 contacts per Segment - you may need to subdivide your Segments in order to import them into AskNicely

Configure Intercom

  1. Within AskNicely, click App Store > Integrate > Intercom
  2. Hit the big blue button "Connect with Intercom" and follow the steps to validate your account.
  3. Next, you will be asked if you want to import all of your Intercom contacts OR if you'd like to import individual Intercom Segments. 
  4. You will then be asked to select which Intercom fields will be sent to AskNicely. Every field you select will create a both a filter and a leaderboard in AskNicely for sorting your survey responses..
    • Check the boxes next to each field that you wish to bring into AskNicely.
    • There is no limit to the amount of fields you can import - if you think it could be helpful, bring it in!

    • Any field synced from the company object will appear in AskNicely with a prefix of 'company_' + 'the field name'

    • If a person with the same email address belongs to multiple companies, we will only bring in data from one of those companies. (AskNicely can only hold records for 1 email address at a time.)

  5. If you chose "Segments" in Step 1. and want to have multiple survey templates, follow these steps:
    • In AskNicely, click Survey > Manage Templates.
      • Set the "Trigger Field" dropdown in the top left to be "Segment"
      • Now, click the "Add Survey Template" dropdown in the top right of this page.
      • You should see your Segment values as options in this dropdown.
      • Go ahead and add a new Survey Template for each Segment value.
        • This "locks" each contact record to a specific Survey Template, based on the Segment they are in - this ensures that soon as a contact arrives in AskNicely from Intercom,  AskNicely will know exactly what Survey Template they should send to that contact.
        • To validate that everything is set up correctly, go to your Contacts page: the value in the "Segment" column should match the value in the "Survey Template" column.

 

Advanced Options

At the bottom of the Integration page, there are two additional drop downs:

  • When a conversation is closed in Intercom: You can pick "Do nothing" (the default) or "Trigger an email survey" which will send an NPS survey immediately. (note this will apply to any conversation, not to contacts in the segments you might be syncing, this includes leads).
    • If you pick "Do Nothing", we recommend using a Send Scheduler to manage the sending of your surveys.
  • When a person responds to a survey: You can chose to "Update Intercom" (this sends response data back to the contact record in Intercom) or "Do not update Intercom."
    • We recommend "Update Intercom."

 

What Survey data is synced to 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.


We also store the contact's comment as a note.

We also tag users with either NPS Detractor/Passive/Promoter

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