Intercom Web (Actions) Destination

Destination Info

Additional versions of this destination are available

This page is about the Intercom Web (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 Web (Actions) destination, Segment loads the Intercom JavaScript library for you. The Intercom library enables you to track your user’s events on your website and interact with the Intercom messenger window.

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

Benefits of Intercom Web Mode (Actions) vs Intercom Classic

Intercom Web (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.
  • Selectively shows the Intercom chat widget.

Getting Started

  1. From the Segment web app, navigate to Connections > Catalog.
  2. Search for Intercom Web (Actions) in the Destinations Catalog, and select the destination.
  3. Click Configure Intercom Web (Actions).
  4. Select the web source that will send data to Intercom Web (Actions) and follow the steps to name your destination. The web source chosen must use Analytics.js 2.0.
  5. On the Settings tab, input your Intercom App ID and other destination settings.
  6. Follow the steps in the Destinations Actions documentation on Customizing mappings.
  7. Enable the destination and configured mappings.

Destination Settings

Setting Description
Custom Inbox Button Selector Required.

By default, Intercom will inject their own inbox button onto the page, but you can choose to use your own custom button instead by providing a CSS selector, e.g. #my-button. You must have the “Show the Intercom Inbox” setting enabled for this to work. The default value is #IntercomDefaultWidget.

Regional Data Hosting Required.

The regional API to use for processing the data

App ID Required.

The app_id of your Intercom app which will indicate where to store any data.

Rich Link Properties Required.

A list of rich link property keys.

Available Presets

Intercom Web (Actions) has the following presets:

Preset Name Trigger Default Action
Track Event Event type = "track"
Track Event
Identify User Event type = "identify"
Event type = "page"
Identify User
Identify Company Event type = "group"
Identify Company

Available Actions

Build your own Mappings! Combine supported triggers with the following Intercom Web-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.

Identify Company is a Web action. The default Trigger is: type = "group"

Click to show / hide fields

Field Description
Company* Type: OBJECT

The user’s company.

Hide Default Launcher Type: BOOLEAN

Selectively show the chat widget. As per Intercom docs, you want to first hide the Messenger for all users inside the Intercom UI using Messenger settings. Then think about how you want to programmatically decide which users you would like to show the widget to.

Track Event

Submit an event to Intercom.

Track Event is a Web action. The default Trigger is: type = "track"

Click to show / hide fields

Field Description
Event Name* Type: STRING

The name of the event.

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.

Event Metadata Type: OBJECT

Optional metadata describing the event.

Identify User

Create or update a user in Intercom.

Identify User is a Web action. The default Trigger is: type = "identify" or type = "page"

Click to show / hide fields

Field Description
User ID Type: STRING

A unique identifier for the user.

Custom Attributes Type: OBJECT

The user’s custom attributes.

Name Type: STRING

The user’s name.

Phone Number Type: STRING

The user’s phone number.

Unsubscribed From Emails Type: BOOLEAN

The user’s email unsubscribe status.

Language Override Type: STRING

The user’s messenger language (instead of relying on browser language settings).

Email Address Type: STRING

The user’s email address.

User Creation Time Type: DATETIME

The time the user was created in your system.

Avatar Type: STRING

The URL for the user’s avatar/profile image.

User Hash Type: STRING

The user hash used for identity verification. See Intercom docs for more information on how to set this field.

Company Type: OBJECT

The user’s company.

Companies Type: OBJECT

The array of companies the user is associated to.

Hide Default Launcher Type: BOOLEAN

Selectively show the chat widget. As per Intercom docs, you want to first hide the Messenger for all users inside the Intercom UI using Messenger settings. Then think about how you want to programmatically decide which users you would like to show the widget to.

This page was last modified: 06 Oct 2022



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