Intercom

Intercom is a customer communications platform, which offers a suite of products for live chat, marketing, feedback, and support. You can configure Intercom as a Target in Activate to synchronize and transform data from your data warehouse to enable different teams to provide targeted content, behavior-driven messages, and conversational support.


Prerequisites


Scopes

Activate uses OAuth to access your Intercom account’s data. OAuth requires certain scopes, or permissions, to be provided to Activate for accessing the different Intercom API endpoints. Activate requests for these scopes when you configure Intercom as a Target. Read OAuth Scopes and API endpoints for more information.

The following table lists the scopes that Activate needs and the endpoints these provide access to:

Scope Description Endpoints
Read one user and one company Allows Hevo to view and list a single user and company. - Companies
- Contacts
Read and list users and companies Allows Hevo to view and list all segments, users, and companies. - Companies
- Contacts
- Tags
Read and write users Allows Hevo to list all users and perform operations like insert, update, and delete in bulk. - Contacts
Write users and companies Allows Hevo to create and update users and companies. - Companies
- Contacts
- Tags
Read counts Allows Hevo to count users and companies matching the specified criteria. - Counts
Read one admin Allows Hevo to view the admin of the Intercom account. - Admins
- Teams

Configuring Intercom as a Target

Perform the following steps to configure Intercom as the Target in your Activation:

  1. Click Activate in the Asset Palette.

  2. Do one of the following:

    • Select the TARGETS tab in the Targets List View, and click + CREATE TARGET.

      Create Target

    • Select the ACTIVATIONS tab in the Activations List View, and click + CREATE ACTIVATION.

      Create Activation

      1. In the Select Warehouse page, select your Activate Warehouse or click + ADD WAREHOUSE to add a new warehouse. Read Activate Warehouses to configure the selected Warehouse type.

      2. In the Select a Target page, click + ADD TARGET.

        Select a Target

  3. In the Select a Target Type page, click on Intercom.

    Select a Target Type

  4. In the Add the Intercom Target page, click + ADD INTERCOM ACCOUNT.

    Add Intercom Account

  5. Log in to your Intercom account and click Authorize access to allow Hevo to access your data.

    Authorize Hevo

  6. In the Add the Intercom Target page, specify a unique Target Name.

    Specify a Target Name

  7. Click CONTINUE.

    You can view the new Target in the Targets List View. If you are creating an Activation, you return to the Select Data to Synchronize page.

    New Target List


Data Replication

Activate supports the following synchronization modes or behaviors:

Synchronization Modes Objects
- Insert New and Update Existing Records (Upsert).
- Update Existing Records (Update).
- Add New Records (Insert).
- Delete Existing Records (Delete).
- contact
- company
- Update Existing Records (Update). - contact

Read Synchronization Behaviors.


Data Model

Activate synchronizes data from the Warehouse with the supported Intercom objects using these unique identifiers:

Unique Identifier Description
- id A unique value that Intercom assigns to the id field of an object. This value is unique relative to the object type.

For example, if we consider two objects of the type, contact, then the id field value of each of these objects is unique.
- external_id A unique identifier for a contact, which you send to Intercom.

For example, a Messenger application may send username as the external_id to uniquely identify the connecting user.
- email The email address of the contact.
- company_id A unique identifier that you have defined for the company.

The following table lists the objects supported by Activate and their unique identifiers:

Object Unique Identifier Description
Contact - id
- external_id
- email
Provides details of contacts within Intercom, and uses the role attribute to specify whether they are a user or lead.
Company - id
- company_id
Provides details of the companies associated with contacts. Companies appear on Intercom only after users have been added or associated with them.

You can use any one of the specified unique identifiers to synchronize data. Hevo, however, does not recommend using the id field in the Insert synchronization mode. This is because Intercom automatically assigns the value to the id field for new records. This overwrites any existing value sent by Activate, causing the synchronization to fail. Therefore, you must use the fields external_id or email for the contact object and company_id for the company object to synchronize data in the Insert mode.

Note: Activate also supports synchronizing data with custom attributes in the supported Intercom objects. The Intercom objects contact and company allow users to set custom-defined data about an object through their custom_attributes field.

For example, suppose a music-sharing app wishes to track the highest rated song shared by its users. The administrator of the app can track this through a custom attribute rating in the contact object. Now, to synchronize data with this custom attribute, the rating field of the song from the music-sharing app must be mapped to the custom_attributes.rating field of the contact object.


Target Considerations

  • Intercom imposes API rate limits on the connecting applications to prevent API traffic spikes. Since Activate uses Intercom’s public APIs for synchronizing data, it is subject to the rate limits imposed by Intercom. Read Rate Limiting for more information.

  • Intercom allows retrieving deleted contacts and companies within seven days. Thereafter, it permanently deletes the data. Since Activate cannot synchronize the deleted records with Intercom, it marks them as Failed.

  • Intercom allows archived contacts to be unarchived and retrieved at any point in time. Activate marks the archived contacts as Failed as it cannot synchronize them with Intercom.


Revision History

Refer to the following table for the list of key updates made to this page:

Date Release Description of Change
Nov-22-2021 1.76 New document.
Last updated on 19 Nov 2021