Integrate with Intercom

Isabel White
Written by Isabel White
Updated

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Don't lose track of all that valuable product feedback in Intercom! Use this integration to load all of your Intercom conversations into Productboard (or a subset as defined by tags that you define) and link insights from customers to the feature ideas they inspire.

  • Log feature requests and identify product gaps
  • Generate feature ideas based on user pain-points
  • Track bugs
  • Identify problem areas in UX and onboarding
  • Validate which jobs customers are hiring your product to do

Here's how it works... 🎥

 

In this article:

How to authorize the Intercom integration

Note: To authorize the Intercom integration, you must be an admin of your Productboard workspace.

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  1. In Productboard, navigate to the Integrations page.
  2. Select Intercom [+] to add a new integration.
  3. Click Authorize to connect your Intercom account.

How to conduct a one-time import of Intercom conversations

Import Intercom conversations manually by searching for specific conversations, then selecting those you'd like to import. Available conversation search criteria:

  • Date range
  • Open/Closed
  • Tag

Note: Give the import process some time, as the Intercom API has to be called individually for each conversation.

 

How to import conversations via tags

 

If you've set up your integration to pull only conversations with a certain conversation tag in Intercom, this tag can be applied to any message in a conversation in order to send the entire conversation (importing individual messages is not supported).

To apply a tag to a conversation in Intercom, hover along the right edge of a message and select Tag this reply.

 

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Note that tags applied to the customer in the right sidebar will not push this conversation to Productboard:

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To ensure your conversation gets sent to Productboard... perform an action in the conversation thread after applying your tag.

 

Actions include:

  • Assigning the conversation to someone
  • Replying to the conversation
  • Adding a note to the conversation
  • Closing/Re-opening the conversation

Best practice: Tag a message in the conversation as soon as you realize the conversation should be sent to Productboard.

Please note tags are case sensitive, and if applied to the conversation, they will be sent to Productboard as part of the note generated via the Intercom integration.

 

Frequently asked questions

Why aren't my Intercom conversations getting pushed to Productboard?

Please verify the following:

  1. In Productboard, on the Integrations page, ensure your Intercom integration is toggled on.
  2. Select the integration in question to view its settings. If it's configured to only pull Intercom conversations with a certain tag, verify the tag specified is the same one you're using in Intercom.
  3. In Intercom, ensure you're applying tags in the correct part of the interface — to the message itself, not to the person (see screenshot above).
  4. In Intercom, make sure you're taking some action after you've applied the tag. For example, you could send a reply, close the conversation, or leave a note for a colleague or yourself (see above). Due to the nature of Intercom's API, this is the only way Productboard can tell that a tag has been added to a conversation.

 

Why doesn't the conversation pushed to Productboard have a user name assigned?

If it is completely empty — no name, no email, no company — there may be an error. Contact us!

If a brand new user from a brand new company is submitting feedback, you may need to create the company and assign it to the user. Moving forward, feedback from that user will be synced automatically.

 

However, if a brand new user submits feedback from a domain which is already associated with an existing company in your Productboard account, that user will automatically be assigned to that company.

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