Intercom Source

Intercom is a customer platform with a suite of products for live chat, marketing, feedback, and support. Visit Website

Take your company’s email analysis to the next level by adding Intercom as a Source to Segment. We’ll automatically collect objects like Users and Conversations and load them into your data warehouse.

Getting Started

  1. From your workspace’s /sources page, click add source.

  2. Choose Intercom.

  3. Give the source a nickname and a schema name. The nickname will be used to designate the source in the Segment interface, and the schema name is the namespace you’ll be querying against in your warehouse. Both can be whatever you like, but we recommend sticking to something that reflects the source itself, like Intercom for nickname and intercom, or intercom_prod for the schema name.

    Note that you can add multiple instances if you have multiple Intercom accounts. That’s why we allow you to customize the source’s nickname and schema name!

  4. Next, provide your API Key and App ID to access your Intercom data. Your App ID and API Keys are available on the API Keys page on Intercom, accessible from your Integration settings. To create a Key, you can click the ‘New API Key’ button on that page. Feel free to use a read only key for the source integration. Your API key will then appear at the bottom of the page.

  1. Press connect.

Voila! We’ll begin syncing your Intercom data into Segment momentarily, and it will be written to your warehouse at your next Warehouse run.

Components

Sync

Our Intercom integration has a sync component, which means we’ll make requests to their API on your behalf on a 3 hour interval to pull the latest data into Segment. In the initial sync, we’ll grab all the Intercom objects (and their corresponding properties) according to the collections table below. The objects will be written into a designated schema corresponding to the source instance’s schema name you designated upon creation. For example, if you went with intercom_prod, the users collection will be accessible at intercom_prod.users in SQL.

Our sync component uses an upsert API, so the data in your warehouse loaded via sync will reflect the latest state of the corresponding resource in Intercom. For example, if the users.last_seen_ip will be the latest value upon each sync.

The source syncs and warehouse syncs are independent processes. Source runs pull your data into the Segment Hub, and warehouse runs flush that data to your warehouse. Sources will sync with Segment every 3 hours. Depending on your Warehouses plan, we will push the Source data to your warehouse on the interval associated with your billing plan.

At the moment, we don’t support filtering which objects or properties get synced. If you’re interested in this feature, please let us know!

Collections

Collections are the groupings of resources we pull from your source. In your warehouse, each collection gets its own table.

For a complete visual breakdown of the Intercom collections, all their properties, and ID linkages between objects, view the visual schema here or download it in PDF form here.

CollectionTypeDescription
usersObjectThe Users resource is the primary way of interacting with Intercom. You can create, update and delete your users, and add custom attributes describing them. Users can be viewed individually or as a list, and can queried using tags or segments. For more info, check out the Intercom docs
companiesObjectCompanies allow you to represent commercial organizations using your product. For more info, check out the Intercom docs
contactsObjectLeads are useful for representing logged-out users of your application For more info, check out the Intercom docs
segmentsObjectA segment is a group of your users defined by rules that you set For more info, check out the Intercom docs
tagsObjectA tag allows you to label your users and companies and list them using that tag. For more info, check out the Intercom docs
conversationsObjectConversation are how you can communicate with users in Intercom. For more info, check out the Intercom docs
adminsObjectAdmins are how you can view your teams and team members. For more info, check out the Intercom docs
social_profilesObjectSocial data about the user For more info, check out the Intercom docs
conversation_partsObjectA conversation part describes an element of the conversation. For more info, check out the Intercom docs

If you have any questions or see anywhere we can improve our documentation, please let us know or kick off a conversation in the Segment Community!