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Intercom

Bryan Cresswell
  • Updated

Intercom is a contact platform that is mainly used for chat and email. More information about Intercom can be found here.

Connecting Intercom to Assembled

If you run into any issues during this step, please reach out to our Support Team

  • OAuth 2.0
    • A user with admin access to Intercom is required
  • NOTE: This allows Assembled to make API requests on behalf of your account. As a result, this will cause an overall increase in your API usage
  • Successfully connecting Salesforce Service Cloud will have a “Synced”, “Sync in progress” or “Connected” field on the specific card in the Settings > Integrations page

Sync jobs on Assembled

For Intercom, these are the sync jobs created:

Sync job Definition Frequency
backfill Syncs data in the past, for a total of 5 years from the time the sync job was created. As fast as possible
default Syncs new and updated data Every 5 minutes
agent_states Syncs agent states Every 15 seconds

 

Verify the Intercom connection

There are two places on Assembled for you to verify if the integration has been correctly added. If either of these display zero or abnormal numbers, please reach out to our Support Team

Assembled Type of data
Realtime dashboard Agent states + contact data
Staffing Timeline → Contacts Contact data

 

Intercom endpoints/services that we integrate with

/conversations/search

Question Answer
Do we parse PII data from this endpoint? No, we only store the chat subject
What data does this endpoint provide? Ticket data
What is the rate limit for this endpoint? 166 requests/second
How often does Assembled hit this endpoint? Every 5 minutes

/conversations/<ID>

Question Answer
Do we parse PII data from this endpoint? No, we only store the chat subject
What data does this endpoint provide? Ticket data
What is the rate limit for this endpoint? 166 requests/second
How often does Assembled hit this endpoint? Every 5 minutes

/teams

Question Answer
Do we parse PII data from this endpoint? No, we only store the chat subject
What data does this endpoint provide? User data
What is the rate limit for this endpoint? 166 requests/second
How often does Assembled hit this endpoint? On demand

/tags

Question Answer
Do we parse PII data from this endpoint? No, we only store the chat subject
What data does this endpoint provide? Queue data
What is the rate limit for this endpoint? 166 requests/second
How often does Assembled hit this endpoint? On demand

/admins

Question Answer
Do we parse PII data from this endpoint? No, we only store the chat subject
What data does this endpoint provide? User data, agent states
What is the rate limit for this endpoint? 166 requests/second
How often does Assembled hit this endpoint? On demand, every 1 minute, respectively

 

Intercom integration mappings

User roles

Intercom Assembled
- Standard

Ticket data (Chat)

Intercom Assembled
firstRespondedAt - created_at (SLA) first_response_duration

Ticket status

Intercom Assembled
snoozed snoozed
close closed
unsnoozed open
note_and_reopen open
timer_unsnooze open
open open
assign_and_reopen open

Channels

Intercom Assembled
Chat Chat

 

FAQ

  • We first create an original conversation part for the Intercom ticket, where we get the time the actual chat started via created_at
    • We then filter a list of conversation parts based on those conversations which were initiated by a human (since the API returns automated messages as well)
    • We then iterate over all the human-initiated parts for that ticket, and upon finding the very first instance of an admin’s response, we take that as the first_responded_at timestamp
  • We track SLA based on the first_responded_at - created_at in Intercom
  • If the first_contact_reply on a conversation is null, we ignore the ticket

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