Intercom Cloud Mode (Actions) Destination

Destination Info

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.

The Intercom Cloud Mode (Actions) destination is in beta and is in active development. Some functionality may change before it becomes generally available.

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 a user.

Getting started

  1. From the Segment web app, navigate to Connections > Catalog.
  2. Search for Intercom Cloud Mode (Actions) in the Destinations Catalog, and select the destination.
  3. Click Configure Intercom Cloud Mode (Actions).
  4. Select the source that will send data to Intercom Cloud Mode (Actions) and follow the steps to name your destination.
  5. On the Settings tab, authenticate with Intercom using OAuth.
  6. Follow the steps in the Destinations Actions documentation on Customizing mappings.
  7. Enable the destination and configured mappings.

No settings available. The destination may not be publicly visble.

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"

Click to show / hide fields

Field Description
Company Creation Time Type: DATETIME

The time the company was created by you.

External ID Type: STRING

A 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: STRING

The 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: STRING

The unique identifier of the company. Once set, this can’t be updated.

Contact ID Type: STRING

The 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: STRING

The name of the company.

Monthly Spend Type: NUMBER

The monthly spend of the company, e.g. how much revenue the company generates for your business.

Company Plan Type: STRING

The name of the plan you have associated with the company.

Company Size Type: NUMBER

The number of employees in the company.

Company Website Type: STRING

The URL for the company’s website

Industry Type: STRING

The industry that the company operates in.

Custom Attributes Type: OBJECT

A 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"

Click to show / hide fields

Field Description
Event Name* Type: STRING

The 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: DATETIME

The time the event occurred as a UTC Unix timestamp. Segment will convert to Unix if not already converted.

User ID Type: STRING

Your identifier for the user who performed the event. User ID is required if no email or Contact ID is provided.

Email Address Type: STRING

The email address for the user who performed the event. Email is required if no User ID or Contact ID is provided.

Revenue Type: NUMBER

The amount associated with a purchase. Segment will multiply by 100 as Intercom requires the amount in cents.

Currency Type: STRING

The currency of the purchase amount. Segment will default to USD if revenue is provided without a currency.

Contact ID Type: STRING

Intercom’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: OBJECT

Optional 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"

Click to show / hide fields

Field Description
Role* Type: STRING

The role of the contact. Accepted values are user or lead.

External ID Type: STRING

A unique identifier for the contact generated outside Intercom. External ID is required if the role is user and email is blank.

Email Address Type: STRING

The contact’s email address. Email is required if the role is user and External ID is blank.

Phone Number Type: STRING

The contact’s phone number.

Name Type: STRING

The contact’s name.

Avatar Type: STRING

An image URL containing the avatar of a contact.

Signed Up Timestamp Type: DATETIME

The time specified for when a contact signed up.

Last Seen Timestamp Type: DATETIME

The time when the contact was last seen.

Owner ID Type: NUMBER

The ID of an admin that has been assigned account ownership of the contact.

Unsubscribed From Emails Type: BOOLEAN

The contact’s email unsubscribe status.

Custom Attributes Type: OBJECT

The 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.

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: 06 Oct 2022



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