Intercom is a service for live conversations and targeted messages to your users. Connect SatisMeter to Intercom to see survey responses as user attributes, events, and conversations with your customers. This article explains how to set up the integration, which responses sync, and what SatisMeter sends to Intercom.
In this article:
- Setting up the integration
- Which responses sync to Intercom
- Choosing what SatisMeter sends to Intercom
Setting up the integration
Before you start, you need an Intercom account and an in-app survey in SatisMeter. Any survey type works, including NPS, CSAT, CES, PMF, or a custom survey. If you haven't created one yet, see Launching your first survey.
When SatisMeter is up and running, connect it to Intercom like so:
- In the SatisMeter dashboard, go to
Settings > Integrations > Intercom.
- Click Connect with Intercom.
- Grant access to your Intercom project so SatisMeter can record survey responses to Intercom users and events.
Which responses sync to Intercom
SatisMeter syncs responses from identified users only. An identified user is a person you send to SatisMeter with a userId.
SatisMeter skips anonymous respondents, so their responses don't appear in Intercom. If you run anonymous surveys, expect fewer responses in Intercom than in SatisMeter.
Tip: To see a person's responses in Intercom, make sure your SatisMeter installation sends a userId for that person.
Choosing what SatisMeter sends to Intercom
After you connect, you control each survey's Intercom settings. Choose when SatisMeter starts a new Intercom conversation, and which user traits and user events it sends to Intercom.
Starting Intercom conversations
Each survey has three options for starting a new Intercom conversation:
- Don't start conversations: SatisMeter doesn't create conversations in Intercom for this survey.
- On responses with open-ended feedback: SatisMeter creates a conversation only when the response contains a text answer to an open-ended question.
- On any new response: SatisMeter creates a conversation for every new response to the survey.
Mapping user attributes and events
Map survey answers to Intercom user attributes to keep your customer data in one place. For example, add a user attribute for each of your follow-up questions.
You can also map SatisMeter events to Intercom events:
SatisMeter stores these events by default:
- Viewed event: SatisMeter shows the survey to the person.
- Answered event: The person answers one of the questions. This event fires for every answer, not just the first one.
- Completed event: The person submits a response. Despite its name, it also fires when the person answers at least one question and closes the survey.
- Dismissed event: The person closes the survey without answering any of the questions.
If you have questions about the Intercom integration, contact support through chat or read our blog post on the topic.