Intercom

Send feedback from Intercom chats straight to your Cycle inbox

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 πŸ‘‡

  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: 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.

Option 2: 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"

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.

Mapping custom properties

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

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

Using content templates

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

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.

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!

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