Intercom can be integrated with Netigate Insights to pull relevant customer interaction data — typically conversations and background information — for reporting, feedback enrichment, or analytics purposes.
This document outlines the standard prerequisites and what is usually required to get started with an Intercom integration.
💬 Need something else?
These are just examples — other integrations are possible. If you have a different use case in mind, please reach out to your CS manager or Netigate Sales rep, and they can work with our integrations team to fit your needs.
🛠️ Prerequisites for Integration
To implement an Intercom integration, the following is required:
Access credentials
Either Intercom API token or user credentials with API access rights
Definition of data scope
Example: Pull all conversations with state
"closed"from January 1st, 2025 onwards
Background data requirements
Specify what additional data should be pulled with each record
Examples: Admin info, contact/user profile fields, tags, conversation ratings
📘 Example 1: Closed Conversations to Netigate Insights
In this scenario, Intercom conversations are extracted and pushed into Netigate Insights for analysis and feedback reporting.
Data pulled:
Conversations with status
"closed"From a specified starting date (e.g.,
2025-01-01)Timeframe for historical conversation pull
Optional background data:
Contact profile details (e.g., email, country, user ID)
Admin information (e.g., responder name, department)
Tags or metadata associated with the conversation
📘 Example 2: Data Enrichment via Intercom
In this setup, Intercom is used to enrich existing feedback or CRM data in Netigate Insights. For example, we may use Intercom to look up company-related metadata based on a shared key.
Primary key required:
Example:
userId,contactEmail, or other unique identifier
Data fields to pull:
Must be specified based on what context should be added (e.g., account status, industry, region)
Typical use cases:
Enriching a Netigate feedback with account metadata
Matching CRM data with Insights segments
📌 Next Steps
Confirm that Intercom is the correct source system
Provide:
Intercom API token or credentials
Data filtering criteria (status, timeframe, etc.)
Background data fields required (if any)
Contact your CS or Netigate Sales rep with this information
They will open a discussion in the #integration channel.
A ticket will be created to begin the technical implementation