Overview
The Enterpret integration for Intercom allows customers to integrate feedback from customer support conversations from Intercom into Enterpret's data pipeline. This allows customers to understand and make decisions based on the feedback they receive on Intercom.
We require OAuth in order to ingest the data, and ingest new data every 4 hours. The data is ingested via an API Integration.
How it works
When you integrate Intercom for the first time, it takes around 30-40 minutes per 10,000 support tickets.
Whenever someone responds to a conversation outside the 4 hour interval, Enterpret ingests the entire conversation and not just the new message. While this would create multiple copies of the same conversation inside Enterpret, it does not affect the data count while conducting an analysis inside Enterpret.
For the integration, Enterpret ingests only resolved customer support conversations. If someone hasn't responded to customer support questions, then we do not ingest that data.
Note: Enterpret does not currently re-fetch mid-lifecycle metadata changes (e.g., tag corrections, custom field updates) for Intercom tickets. Only the initial creation and resolved states trigger data pulls. If metadata accuracy between creation and resolution is important, contact your CSM to discuss options.
Configure
Click on "Sign in with Google" and log in with your work email
Once you have logged in successfully, click the logo icon on the left sidebar to open the navigation menu, then select Integrations. navigate to integrations page by clicking on 'Integrations' under profile.
Click on the "+ New Integration" button.
Choose "Intercom" from the presented options, by clicking the "Connect" button in front of it.
You will be redirected to the Intercom login page. Login using your Intercom account credentials.
Allow Enterpret access to your Intercom workplace.
Once the above step succeeds, you would see Intercom as a "Connected" integration in your account.