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đź’¬ Delivering AskNicely Surveys within Intercom's Messenger Feature

Jomar
Updated

⚠️ Enabling Intercom Messenger Chat Surveys

Enabling the Intercom Messenger Chat Surveys requires assistance from the AskNicely support team.
Please reach out to support@asknice.ly if you would like this feature.
We also recommend reviewing our other integrations—including our standard Intercom Integration—before choosing to implement the Intercom Messenger feature.

🧠 Know Before You Go

  • 🟡 NPS is the only supported survey metric

  • ⚠️ Automated Workflows will only work for Contacts that already exist within your Intercom instance

  • ❌ Additional questions are not supported within Intercom Messenger surveys

AskNicely's Intercom Messenger integration allows you to trigger simple feedback surveys directly inside the Intercom Messenger window, giving your team the power to capture customer experience feedback in real time and in context.

 

Use AskNicely's Intercom Messenger App to deliver real-time NPS surveys directly inside your website’s chat window—no emails or SMS required. This article shows how to install the Messenger App, send surveys, and understand what your customers will see.

🚀 Getting Started: Connect AskNicely to Intercom

  1. In Intercom, go to App Store > Messenger Apps.

  2. Search for AskNicely and click Install Now.

  3. Click Connect.

  4. Sign in to your AskNicely account when prompted.

  5. After connecting, you'll be redirected back into Intercom.

✅ Note: No surveys will be sent yet—you’ll have time to configure everything first.

✉️ Sending Surveys in Intercom Messenger

Once installed, you can insert NPS surveys in any in-app message, including:

  • One-to-one conversations

  • Manual messages

  • Automated messages

Example Use Case

Send a Messenger survey to customers whose last NPS response was more than 90 days ago, or who have fewer than 3 total responses.

To insert a survey:

  • Compose your message in Intercom

  • Click the + App button (like inserting an image or button)

  • Choose AskNicely Survey

  • Customize your message and send or schedule it!

 

đź‘€ What Customers See

Customers that meet your Choose Your Audience criteria will receive the survey within your Intercom Messenger chat window.

  • The survey content (question, topics, etc.) is pulled from your AskNicely Survey Template

  • The Messenger chat styling (colors, fonts) matches your Intercom Messenger settings

âť“FAQs & Common Issues

Q: What’s the difference between the Intercom Integration and the Intercom Messenger App?
A:

  • Messenger App = Survey is shown inside Intercom Messenger

  • Intercom Integration = Surveys sent via email, SMS, or web. Responses are pushed into Intercom for reporting
    You can use both together or independently.

Q: Can I use the Intercom Messenger App and Intercom Integration at the same time?
A: Yes—they’re independent of each other.

Q: How are survey templates assigned?
A: Templates are linked based on the assigned Survey Template field for each contact in AskNicely.

Q: Do Send Schedulers or Global Contact Rules apply to Messenger surveys?
A: No. Intercom Messenger uses Intercom’s filters and messaging scheduler, not AskNicely’s daily send limits.

Q: How do I limit the number of Messenger surveys sent?
A: Use “Choose Your Audience” settings in Intercom to control eligibility.

Q: How do Messenger responses appear in AskNicely?
A: They look just like other survey responses. However, no custom data is added to indicate the delivery channel was Intercom Messenger.

Q: What if the customer doesn’t have an email address?
A: AskNicely will use their Intercom user ID as the contact identifier. You’ll still get the score, but Follow-Up and Workflows won’t function.

Q: Does this work on mobile apps (iOS/Android)?
A: ⚠️ No. On mobile, the score is recorded but comments do not submit due to an issue in Intercom’s app. This is a known limitation.

Q: If a workflow is triggered by a Messenger response, how is it delivered?
A: All workflows are sent via email only.

Q: What happens if a Messenger survey is sent to a user not in AskNicely yet?
A: A new person is created in AskNicely, but no custom data is associated.

Q: How do I filter for just Messenger survey responses in reporting?
A: We recommend creating a separate Survey Template for Messenger responses, then filtering your results based on template.

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