Overview

The Heap Intercom integration automatically sends key conversation events to Heap, so you can measure the impact of customer interactions in Intercom on product engagement across the entire customer lifecycle.

Intercom is the customer messaging platform that drives faster growth through better relationships. With Intercom, you can initiate targeted conversations with your customers on your website, inside your web and mobile apps, and by email.

By integrating Intercom with Heap, you’ll be able to:

• Analyze the effectiveness of Intercom messages in driving key actions in your product and long-term user retention.
• Use graphs, funnels, retention curves, and other visualizations in Heap to get insight into how users engage with Intercom.
• Understand where users are initiating the most conversations.
• See the long-term impact of having Intercom conversations on user retentions.

Intercom Data into Heap

Setup

Note: The person performing the authorize step needs to have an admin role in Intercom to authorize successfully.

To set up the Intercom integration, navigate to Capture > Sources > Intercom. On this page, click the Connect button in the top-right. You’ll be prompted to sign into Intercom to authorize the integration with Heap.

Once you’ve integrated with Intercom, Heap will kick off an initial backfill of historical conversations and then update hourly with the most recent conversations. The initial backfill will pull in up to 40,000 conversations.

Event	Description
Start Inbound Conversation	A user starts a conversation in the Intercom messenger.
Reply to Conversation	A user replies to a conversation started by an admin, bot, or team in the Intercom messenger.
Conversation was Closed	A user’s conversation in the Intercom messenger was closed by an admin.
Rate Conversation	A user rated the conversation on a scale from 1 to 5.

Property	Associated Event(s)	Description
Conversation ID	All	The Intercom ID representing the conversation.
First Message Author Email	Reply to Conversation	The email of the individual that started the conversation (only applicable to admins).
Assigned Admin Email	Conversation was Closed	The email of the last admin assigned to the conversation.
URL	Start Inbound Conversation Reply to Conversation	The URL where the user’s first message occurred.
Conversation Rating	Rate Conversation	The rating, between 1 and 5, for the conversation.
Conversation Parts	Conversation was Closed	The number of parts to the conversation, as described in Intercom’s developer documentation.
First Message Author Type	Reply to Conversation Conversation was Closed	The type of individual that started the conversation ( user, lead, admin, team or bot)
First Message Delivered As	Reply to Conversation Conversation was Closed	How the first message was delivered by Intercom (customer_initiated, automated, campaigns_initiated, admin_initiated, or operator_initiated)
First Message Type	Start Inbound Conversation Reply to Conversation Conversation was Closed	The type of message that started the conversation (conversation, push, facebook, twitter, and email)

Running a Query

Step 1: Define an event in Heap for the Intercom event you care about.

Say you want to analyze the impact that starting an Intercom conversation has on sign up conversions. You would first define an event to represent “start an Intercom conversation”.

Step 2: Use one of Heap’s analysis modules to dig into the question that you have.

For our example, we would use funnel analysis, since it would show us conversion rate between two events.

Don’t know what question to ask? Check out our selection of Suggested Reports to help you get started. Each suggested report will walk you through how to answer common questions using the Intercom source.

Heap Event Data into Intercom

To track events in Heap and forward them to Intercom, you can create a Snapshot on any defined event in Heap and use that snapshot to trigger a ‘track event’ action into Intercom.

Step 1: Define an event in Heap and add a new snapshot property on the event from the events view.

Step 2: Set the property value to Intercom('trackEvent', 'event name'); where event name can be replaced with any event name you want to show up in Intercom for this event. See Intercom’s docs for more information about this track call.

Step 3: Test that event on your site and see if the event appears in Intercom.