Intercom integration

• Availability
  • Plan: Feedback Advanced, Advanced, Performance
• Roles and Permissions
  • Add: Admin, Editor
  • Edit: Integration Owner
  • Delete: Integration Owner

ProdPad to Intercom Integration

ProdPad's Intercom integration allows you to

• Send conversations from Intercom to ProdPad as feedback
• Import historic conversations 
• Sync updated customer contact details to ProdPad contacts 

The integration is currently in Beta - to find out more read our guide. As this is a beta feature, we're still refining and gathering feedback - please note that the final version of this integration, including its functionality and availability across different ProdPad plans, is subject to change. If you have any questions, get in touch with us at help@prodpad.com. 

You also have the option to bring information from Intercom to ProdPad via Zapier (this functionality is not in Beta)- you can find out how to do that at the end of this article.  

Part 1: Creating the Intercom integration

To start with, locate your ProdPad account API key. To find your API key, simply click your avatar on the top right-hand side of the dashboard, then select Integrations. Copy the API key to your clipboard - you will use this to authenticate the integration in a later step. 

From the Integrations menu, select Intercom from the Customer Insight & Collaboration menu, and click Set up integration

Give your integration a name (this is just for reference in your ProdPad account) and click “ Create”.

Next, click the menu button under Step 1: Select your ProdPad account and select the ProdPad account you’d like to use for the integration.

Give your authentication a name and paste the API key into the API key box (this is the key you copied at the start of the walkthrough). In the Environment box, ensure “Production” is selected. When you’re finished, just click the “Create” button.

When you’re ready to move forward, click on the menu button under Step 2: configure your Intercom account and select the intercom account you’d like to use for the integration.

Name the authentication and click the “Create” button.

You’ll now be presented with an access authorization screen. The on-screen information will show that ProdPad wants to access the Intercom account you’d like to integrate with. To grant access, simply click the “Authorize access button”.

You will now need to select the tag you’d like to use for your integration. It's recommended to create the tag you'd like to use for the integration within Intercom beforehand. Once you've selected the tag, just click "Finish' on the bottom right-hand side of the screen.

If you haven’t created the tag you’d like to use yet, you can select any tag in the drop-down list to complete this part of the integration process. You can then come back and update your chosen tag within the integration at a later date.

Part 2: Setting Up Tags In Intercom

Tags allow Intercom to send conversations over to ProdPad in the form of feedback. The tag you assign in your integration settings will be used to identify that the conversation should be synced to ProdPad as feedback. 

To create a tag in Intercom, click on your avatar on the bottom left-hand side of the screen followed by the settings cog. Next under the account name, click on “Tags”.

Select the “ + New tag" button on the top right-hand side of the screen to create a new tag. Name your tag accordingly and save it by clicking the enter key on your keyboard. Once you’ve created your tag, head back on over to your inbox and find the conversation you’d like to apply the tag to. 

To tag a conversation, hover over the right-hand of the reply you’d like to tag and click the ‘ Tag button. This will allow you to assign the tag to the reply. 

Intercom will only sync the conversation up to the point where you tagged the reply, no other replies after the tag will be synced to Intercom. If you need to send over more replies just add another tag accordingly. From the Tag conversation menu, select the tag and click the “Save” button on the bottom right-hand side of the window. You will now see the tag label you selected attached to the reply.

Part 3: Sending conversations to ProdPad from Intercom

To send a conversation to Intercom, simply tag it using the tag you set up when creating the integration. When you tag a reply in Intercom, the tag will be used to identify that the conversation should be synced to ProdPad as feedback up to the point in the conversation where the tag was inserted. 

Once the conversation has been sent to ProdPad, you will see it populated in the Customer Feedback menu. To access the conversation, simply click on it from the menu. 

From here, you will be able to access the conversation up to the point where the tag was inserted. 

You can also import feedback into Prodpad from Intercom manually. To do this, navigate over to the Feedback dashboard and select the ellipsis tool (...) on the top right-hand side of the screen. From here, select the “Import from (the name of your integration)” option from the drop-down menu.

Once this option has been selected, you will see a green confirmation message appear at the top of the screen. This message indicates that the importation process has been started successfully. It usually takes a little while for the conversations to be imported into your ProdPad account and as it stands, the importation functionality will not notify you when the importation process has finished.

Part 4: Linking back to conversations with external link/intercom contact

You can access the original Intercom conversation from within the Feedback menu by selecting the Intercom external link icon on the top right-hand side of the screen. 

Once clicked, you will be taken to the customer contact page. Scroll down to the bottom of this page and select the link under CRM Link. This link will take you directly to the synced conversation within Intercom.  

You can also access the customer's Intercom contact information by selecting the contact name icon from within the synced customer feedback menu.

Once this option is selected, it will take you directly to the Contact Information page within Intercom.

Part 5: Deleting the Integration

To delete the Intercom integration, click your avatar from the top right-hand side of your ProdPad dashboard and select the Integrations option.

Select the ellipsis tool from the right-hand side of the integration you’d like to delete, followed by the red Delete button. This will delete the integration from your ProdPad account.

If you would like to provide feedback on our Intercom integration or this document we would love to hear from you via our portal.

Connecting Intercom and ProdPad with Zapier

If you want to collect ProdPad feedback from Intercom conversations, you can do so using Zapier.

You will need:

• An Intercom account
• A Zapier account
• A ProdPad account

Step 1: Select your Trigger

To get this going, we will select the trigger from Intercom as "New closed conversation in Intercom" from the available triggers in Zapier.

To ensure you have the right data, run a quick sample check. Be sure to update a request prior to running this check.

Step 2: Add a filter

To narrow down the conversations you are passing forward to ProdPad as feedback, set up a filter so only matching items get pushed over with the Zap.

You may want to create a custom tag for this, such as "feedback."

You would then tell Zapier to only move forward if the request is updated with the specific label.

Step 3: Send Feedback to ProdPad

Now it's time to customize how information will be sent in to ProdPad.