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Intercom

Intercom makes it easy to communicate with your users through targeted content, behavior-driven email, in-app, and web messages. Learn more in the Intercom documentation.

Sync Intercom event data to Amplitude so you can engage users based on how they've interacted with your product and their lifecycle timing.

Considerations

  • You need both an Amplitude and an Intercom account.
  • You can select either Intercom users' User ID property or their email property to map to Amplitude users' User ID.
    • If you select the email property but no email is found from Intercom events, Amplitude uses User ID as the fallback to look up the user.
  • Users in Amplitude and Intercom must have the same user ID or email for this integration to work. You can choose which property to match on. If the property doesn't match for the same user between Amplitude and Intercom, Amplitude interprets the user as new.
    • If there is no email or user ID for the user, Amplitude drops the events.
  • You must enable this integration on a per-project basis.
  • This integration requires OAuth during setup, available on Amplitude paid plans only.

Set up the integration

To set up the integration to send event data from Intercom to Amplitude, follow these steps:

  1. In Amplitude Data, click Catalog and select the Sources tab.
  2. In the Other Sources section, click Intercom.
  3. In the modal that appears, click Connect to Intercom.
  4. Log into your Intercom account through OAuth. Select the dedicated workspace and click Authorize access.
  5. Intercom redirects you back to Amplitude, where you see the Connect Intercom page.
  6. Select the Intercom user property you want to map as Amplitude's User ID, and click Next.
  7. You're now ready to send Intercom events to Amplitude. After Amplitude receives events from Intercom, a notification appears on the Listen to Event tab. Click Finish. Intercom appears on the Data Sources page, with a status of "Connected".

After you finish setup, Amplitude streams events automatically. Event names have the prefix "[Intercom]".

You can view the user property mapping preference you selected from the data source detail page for Intercom.

Amplitude supports the following Intercom events, also known as topics:

  • All conversation topics.
  • Contact topics.
  • Contact tag topics.
  • User topics.
  • User tag topics.
  • All visitor topics.
  • Event topics.

Refer to the full list of topics in the Intercom documentation.

Disconnect the integration

To disconnect the Intercom integration, navigate to this URL, replacing **your_Intercom_app_id** with your Intercom app ID.

https://app.intercom.com/a/apps/**your_Intercom_app_id**/appstore?app_package_code=amplitude&installed=true

This is the only way to stop the flow of events from Intercom to Amplitude, and Intercom controls it from its side of the integration.

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