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On this page
  • Installation
  • How it works
  • Customer & assignee mapping
  • Option 1.a - Tag a message to send it to Cycle in 1 click
  • Option 1.b - Customize what you send
  • Option 2: Leverage our API to send all incoming tickets to Cycle
  • View linked feedback in your Intercom conversations
  • FAQ

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  1. Setup
  2. Integrations

Intercom

Send feedback from Intercom chats straight to your Cycle inbox

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Last updated 7 months ago

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Our Intercom integration helps customer-facing teams report feedback to the product team and get a view of how that feedback is being processed, all without leaving Intercom.

Installation

Follow these steps or click the interactive demo below 👇

  1. Go to "settings" ("g" then "s" for keyboard shortcut lovers)

  2. In the "integrations" tab, on the right, click on "Add new" and select Intercom

  3. Login to your Intercom account, select the Intercom workspace you want to sync, and click "Connect app"

You're good to go 😎

Now that you connected your Intercom account, here's what will happen:

  • Cycle will import your Intercom contacts and their companies into your workspace. Intercom contacts & customers in Cycle will merge seamlessly to avoid creating any duplicates.

  • A tiny Intercom icon will be displayed next to your customers in Cycle who are also Intercom contacts. You can click that icon to go straight to the corresponding contact in Intercom.

How it works

The Intercom integration packs a ton of features:

Let's dive in!

Customer & assignee mapping

If the customer exists in your Cycle workspace, the integration will automatically insert the customer's name in the feedback's title and map the customer to the feedback. Otherwise, it will insert the contact's email address in the feedback's title so you can easily create the customer in Cycle.

Assigning someone to feedback will ensure they get it in your Cycle Inbox. The integration automatically loads all your workspace members so you can map them to feedback.

Option 1.a - Tag a message to send it to Cycle in 1 click

If you’re using Intercom, you’re used to their tagging system. So what’s more natural than creating Cycle feedback from just a Cycle tag?

Doing this will fetch the message in your Cycle inbox, ready for processing. You’ll also have a link to reopen this ticket if you want to get more context.

Advantages

  • Fast feedback creation

Disadvantages

  • Cannot tag properties

  • 1 clic

Option 1.b - Customize what you send

Open the Intercom widget on the right-hand side, next to conversations in your Intercom inbox.

Open the Cycle tab, and click on "Create new feedback"

Advantages

  • Can tag properties -> clean data in Cycle

Disadvantages

  • Longer feedback creation

Everything or just an extract

When the whole conversation contains valuable feedback, select "conversation". This will make sure the entire Intercom conversation reaches your Cycle inbox. If you want to send only a specific part of the conversation, select "custom"; this will let you write a custom text to send to Cycle.

The "Description" field will be disabled when the toggle is set to "Conversation". To edit the feedback before sending it to Cycle, use the "Custom" option.

Option 2: Leverage our API to send all incoming tickets to Cycle

Advantages

  • Automatic feedback creation

Disadvantages

  • Can flood Cycle if filters are set up wrong in the automation

  • Cannot tag properties

Mapping custom properties

This is a great way to categorize feedback by importance, product area, type, or any other property that fits your needs.

Using content templates

View linked feedback in your Intercom conversations

Every feedback linked to a customer will appear in the right sidebar of the related Intercom conversation. No matter which integration was used to create the feedback.

This enables customer-facing teams to give customers an update on the status of their requests. Clicking one of these docs will open it in Cycle.

You'll also receive updates on the Intercom conversation as soon as the customer requests status changes in Cycle, helping you close the feedback loop every time you ship something.

FAQ

My Intercom contacts are not showing up in Cycle

Depending on the number of Intercom contacts you have, the import can take some time. Try refreshing your page in a couple of minutes.

If you have any more questions, don't hesitate to reach out!

Please follow the steps similar to to get set up.

you create and link to Feedback in your workspace settings will show up in the Intercom integration.

you set up for Feedback will appear in the field when creating a feedback from Intercom.

⚙️
🔌
here
Custom properties
Customer & assignee mapping
Option 1.a - Tag a message to send it to Cycle in 1 click
Option 1.b - Customize what you send
Everything or just an extract
Mapping custom properties
Using content templates
Option 2: Leverage our API to send all incoming tickets to Cycle
See the status of that feedback as it is processed by the product team, without leaving Intercom
Content templates
custom description
View your customers synced across all your integrations