Integrating Intercom and Gainsight

@ashleyunity  @gunjanm 

What data are you looking to bring in to Gainsight from Intercom?

@ashleyunity and @gunjanm did you get a chance to view comments posted by @kunal_bhat  

Hi @sai_ram @kunal_bhat ,

Several teams are using Unity, across Customer Success, Sales, and Marketing. At a minimum, it would be great to bring in Intercom conversation data in a similar flow as the Zendesk Connector. Currently we are Copy/Pasting chats directly into the Timeline, which is a large manual effort for our CSAs, and misses all of the productivity metrics. We also use Intercom’s CSAT function, so we would like to bring in the results to the Survey Object. 

 

@sai_ram @kunal_bhat I’m speaking on behalf of a client, so I can’t get too deep into the intricacies as I’m not familiar with the Intercom terminology, but the biggest ones would be historical engagement, existing segments, and unsubscribe data. 

Thanks @ashleyunity and @gunjanm. That helps! 

@kunal_bhat We are looking for the same, do we have an answer posted for this? Thanks!

@ml2019, @ashleyunity - there are quite a few options to bring the data into Gainsight. 

Salesforce Connector
If you are using Salesforce as your CRM, you could use the Intercom to SFDC connector. Through this connector, you can load the Intercom messages as tasks in Salesforce and attribute it to the correct contact. Once in SFDC, it’s pretty straight forward.

If you are on the SFDC version, you will just need to pull in the data into the C360 or start using it for rules and/or journeys.

If you are on Nxt, you can use the Connector or Rules Engine to pull the data into Gainsight. Here is some additional info:

• Use Connector to load data from Salesforce
• Use Rule to import data from Salesforce - when you create your fetch task, make sure to select Salesforce as your database

S3 Import

Alternatively, you could manually export the message from Intercom and then import it via S3 in Gainsight. This will be a bit more manual and will require human intervention each time you want to import the data. Here’s how to:

• Export the data in Intercom
• Import data via S3

And last but not least, if you are really technical, you could connect the APIs. That would create the most robust solution but will require a lot more time to setup. 

Hope this helps!

Hi Everyone,

We are very close to making the Intercom connector available (along with many other new connectors!). We will have limited Beta availability next month and GA soon after.

Thanks,

Kunal