Intercom Cloud Mode (Actions) Destination
Additional versions of this destination are available
This page is about the Intercom Cloud Mode (Actions) Destination. See below for information about other versions of the Intercom destination:
Intercom is a customer communications platform that shows you who is using your product. Intercom allows you to personally communicate with your users with targeted content, behavior-driven messages, and conversational support.
When you use the Intercom Cloud Mode (Actions) destination, Segment will send your data to Intercom’s REST API.
Benefits of Intercom Cloud Mode (Actions) vs Intercom Classic
Intercom Cloud Mode (Actions) provides the following benefits over the classic Intercom destination:
- Fewer settings. Data mapping for actions-based destinations happens during configuration, which eliminates the need for most settings.
- Clearer mapping of data. Actions-based destinations enable you to define the mapping between the data Segment receives from your source, and the data Segment sends to the destination.
- Granular control over data sent. You can customize the conditions under which the events are sent to Intercom.
- Support for lead creation. You can create contacts with a role of
lead, associate them with a company, send events for them, and convert them to auser.
Limitations of Intercom Cloud Mode (Actions)
The Intercom Cloud Mode (Actions) destination doesn’t have access to Intercom’s chat widget. Implement the Intercom Web Actions destination if you need access to Intercom’s chat widget.
Getting started
- From the Segment web app, navigate to Connections > Catalog.
- Search for Intercom Cloud Mode (Actions) in the Destinations Catalog, and select the destination.
- Click Configure Intercom Cloud Mode (Actions).
- Select the source that will send data to Intercom Cloud Mode (Actions) and follow the steps to name your destination.
- On the Settings tab, authenticate with Intercom using OAuth. If you have multiple Intercom workspaces, choose one workspace that you’ll connect to Segment.
- Follow the steps in the Destinations Actions documentation on Customizing mappings.
- Enable the destination and configured mappings.
Available Actions
Build your own Mappings. Combine supported triggers with the following Intercom Cloud Mode-supported actions:
Mapping limits per destination
Individual destination instances have support a maximum of 50 mappings.
Identify Company
Create or update a company in Intercom and attach a contact.
Identify Company is a Cloud action. The default Trigger is: type = "group"
| Field | Description |
|---|---|
| Company Creation Time | Type: DATETIMEThe time the company was created by you. |
| External ID | Type: STRINGA unique identifier for the contact generated outside Intercom. External ID is required to attach a contact to a company if no email or Contact ID is provided. |
| Email Address | Type: STRINGThe contact’s email address. Email is required to attach a contact to a company if no External ID or Contact ID is provided. |
| Company ID* | Type: STRINGThe unique identifier of the company. Once set, this can’t be updated. |
| Contact ID | Type: STRINGThe unique identifier for the contact which is given by Intercom. If no Contact ID is provided, Segment will use External ID or email to find a contact to attach to the company. |
| Company Name | Type: STRINGThe name of the company. |
| Monthly Spend | Type: NUMBERThe monthly spend of the company, e.g. how much revenue the company generates for your business. |
| Company Plan | Type: STRINGThe name of the plan you have associated with the company. |
| Company Size | Type: NUMBERThe number of employees in the company. |
| Company Website | Type: STRINGThe URL for the company’s website |
| Industry | Type: STRINGThe industry that the company operates in. |
| Custom Attributes | Type: OBJECTA hash of key-value pairs containing any other data about the company you want Intercom to store. You can only write to custom attributes that already exist in your Intercom workspace. Please ensure custom attributes are created in Intercom first. See Intercom documentation for more information on creating attributes. |
Track Event
Submit an event to Intercom.
Track Event is a Cloud action. The default Trigger is: type = "track"
| Field | Description |
|---|---|
| Event Name* | Type: STRINGThe name of the event that occurred. Names are treated as case insensitive. Periods and dollar signs in event names are replaced with hyphens. |
| Event Timestamp* | Type: DATETIMEThe time the event occurred as a UTC Unix timestamp. Segment will convert to Unix if not already converted. |
| User ID | Type: STRINGYour identifier for the user who performed the event. User ID is required if no email or Contact ID is provided. |
| Email Address | Type: STRINGThe email address for the user who performed the event. Email is required if no User ID or Contact ID is provided. |
| Revenue | Type: NUMBERThe amount associated with a purchase. Segment will multiply by 100 as Intercom requires the amount in cents. |
| Currency | Type: STRINGThe currency of the purchase amount. Segment will default to USD if revenue is provided without a currency. |
| Contact ID | Type: STRINGIntercom’s unique identifier for the contact. If no Contact ID is provided, Segment will use User ID or Email to find a user or lead. |
| Event Metadata | Type: OBJECTOptional metadata describing the event. Each event can contain up to ten metadata key-value pairs. If you send more than ten keys, Intercom will ignore the rest. Intercom does not support nested JSON structures within metadata. |
Identify Contact
Create or update a contact in Intercom
Identify Contact is a Cloud action. The default Trigger is: type = "identify"
| Field | Description |
|---|---|
| Role* | Type: STRINGThe role of the contact. Accepted values are |
| External ID | Type: STRINGA unique identifier for the contact generated outside of Intercom. External ID is required if the role is |
| Email Address | Type: STRINGThe contact’s email address. Email is required if the role is |
| Phone Number | Type: STRINGThe contact’s phone number. |
| Name | Type: STRINGThe contact’s name. |
| Avatar | Type: STRINGAn image URL containing the avatar of a contact. |
| Signed Up Timestamp | Type: DATETIMEThe time specified for when a contact signed up. |
| Last Seen Timestamp | Type: DATETIMEThe time when the contact was last seen. |
| Owner ID | Type: NUMBERThe ID of an admin that has been assigned account ownership of the contact. |
| Unsubscribed From Emails | Type: BOOLEANThe contact’s email unsubscribe status. |
| Custom Attributes | Type: OBJECTThe custom attributes which are set for the contact. You can only write to custom attributes that already exist in your Intercom workspace. Please ensure custom attributes are created in Intercom first. See Intercom documentation for more information on creating attributes. |
FAQ & Troubleshooting
Why is a company I created missing from my Intercom dashboard?
If a company is created without an attached user, the company does not appear on Intercom’s dashboard. This is expected. Once a user is attached to the company, it should appear in the list of companies. You can associate a company with a user by providing your Identify Contact mapping with a user’s External ID, Email Address, or Contact ID.
Why isn’t a user getting attached to a company?
When you use the Identify Company action, Segment creates or updates a company’s information. In the same action, Segment also attaches the user in your group call to that company. If the user doesn’t exist in Intercom when the action runs, Segment creates or updates the company but can’t attach the user. Ensure the user is created in Intercom first.
This page was last modified: 17 Apr 2024
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