Tags in Intercom
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As an Intercom user, you can classify your contacts, companies, and conversations by applying tags. A tag is a word or a combination of words that can be used to gather meaningful information, build reports, or provide better support to your customers. For example, you can tag customers who have subscribed to your premium support plan as “Premium Customers”, and generate a report based on that tag.
You can create an Activation to apply or remove tags to and from the data that you fetch from the Warehouse. Hevo matches the data in the Warehouse with that in the Target using the selected unique identifier and then applies or removes tags to/from the matched Target object records. You can only apply or remove tags for the
conversation Intercom objects types. To achieve this, Hevo creates the
company_tag, and the
conversation_tag objects, respectively. The prefix helps to distinguish the object type on which the tag must be applied or removed.
- The Can manage tags permission is enabled for the connecting Intercom user.
Apart from the default scopes that Activate needs for Intercom, it needs the following scopes to support tags:
|Read tags||Allows Hevo to list all created tags.||Tags|
|Write tags||Allows Hevo to create, update, use, and delete tags.||Tags|
|Write conversations||Allows Hevo to update and respond to conversations.||Conversations|
|Read admins||Allows Hevo to attach to and detach tags from conversations.||Admins|
Field Mapping in Intercom Tags
Once you have configured an Intercom Target, you can use that in an Activation to attach or detach tags. The Activation SQL query helps you identify the Intercom object records on which the tags are to be applied or removed. You can only attach or detach tags for the
conversation object types; for this, you must use the
<object-name>_tag objects that Hevo created.
To complete creating the Activation, you must map the query fields in the Field Mapping page.
To do this:
In the Field Mapping page, specify the following:
Select the Target Object: Select one of the Hevo created objects,
conversation_tag. Once you do this, the sync behaviors get enabled for selection. If you had selected a Target object in the Select the Data to be Synchronized step, the same object is displayed here. You can change this value.
Select the Sync Behavior: Select one of the following options:
Attach Tag to Records: Select an existing tag from the drop-down list or create a tag and attach it to the Target object records.
Detach Tag(s) from Records: Select one or more tags from the drop-down list to detach from the Target object records.
Note: All existing tags available in Intercom to the connected user are displayed in the drop-down list.
Match the query field with the Target field…: Select a query field to match with the Target field. All unselected fields are dropped.
Query Field: Select a compatible query field from the drop-down to match with the Target field.
Target Field: Select the Target field that you want to match with the query field. The available Target fields are the unique identifier(s) for the selected Target object. For the
conversation_tagobjects, this is
id, while for the
company_tagobject, it is
company_id. This field is automatically selected if the Target object has only one unique identifier.
Note: Tags are applied to or removed from records only where the query field matches the Target field.
Specify a unique Activation Name.
Click CREATE ACTIVATION.
Modifying an Activation in Intercom Tags
In an Activation created to attach or detach tags, you can only modify the Activation SQL query. This is because the unique identifiers are mapped while creating the Activation, and you cannot modify the unique identifier of a created Activation. Read Limitations of Data Synchronization Identifiers.
You can modify the SQL query in the SQL QUERY dialog and validate and save it. The saved query is used immediately by the Activation.
Activate supports the following synchronization behaviors for the tag objects that it created:
Attach Tag to Records (Attach)
Detach Tag(s) from Records (Detach)
To attach a tag to or detach tag(s) from the
company object type, Batch API endpoints are used. These API endpoints allow attaching or detaching tags on up to 100 companies in a single call. If any of the companies in the list sent to the API do not exist, the synchronization is failed. In the case of the
conversation object types, the modifications are made one by one and not in batches. Read Synchronization Behaviors.
Activate attaches or detaches tag(s) using these unique identifiers:
||The unique value that Intercom automatically assigned to an object record when it was created.|
||The value of the
You can use the unique identifiers to attach a tag to or detach tag(s) from any of the object types,
conversation by selecting the corresponding tag object that Hevo created. Refer to section, Data Model for the mapping of the tag objects and their identifier(s).
In Attach, a tag is attached and in Detach, tag(s) are detached from the Target object records. The records are identified by the Activation SQL query, and if the specified unique identifier does not match any Target object records, the synchronization is failed.
In Attach, you can attach an existing tag or create one. In Detach, you can detach single or multiple tags. Of the specified tags, only those tags found on the Target object records are detached. Also, if any of the specified tags cannot be detached from some of the Target object records, then those records are marked as FAILED.
For example, suppose you want to detach the tags, “Paid Customer” and “Region-EU” from the
conversation object type. To achieve this:
Write an SQL query to identify all the conversations having the tags that you want to detach.
Select the tags, “Paid Customer” and “Region-EU” from the drop-down list.
idfield from the query with the
idfield of the
Suppose, the query identifies conversations with
id values 100, 101, and 102 as having the tags you want to detach. Then, the Activation flow is as follows:
The following table lists the objects created in Hevo and the unique identifiers used by Activate to synchronize the tags:
||An object created in Hevo to assign tags to the contacts in Intercom based on the value of the
|An object created in Hevo to assign tags to the companies in Intercom based on the values of the
||An object created in Hevo to assign tags to the conversations in Intercom based on the value of the
Note: The unique identifiers of each of these objects are the only Target fields available for selection while mapping the query fields to the Target object fields.
Refer to the following table for the list of key updates made to this page:
|Date||Release||Description of Change|