Intercom is a great way to interact with customers and collect product feedback. With our integration, you will ensure that valuable customer feedback from Intercom conversations always makes it to the product team. You can also synchronize customer data from Intercom in Harvestr and use it to prioritize product improvements.

To set up the Harvestr-Intercom integration, you need:

Go to Settings > Integrations > Intercom and click Connect an Intercom workspace.

This will pop up the Intercom OAuth window. You simply need to connect your Intercom account. You will then see what rights you are granting us.

Once your Intercom account is connected, go to your Intercom Inbox. Click "Edit apps" at the very bottom of the details section of your inbox and pin Harvestr for Inbox. You should now see the Harvestr for Inbox widget in your Inbox details section.

You can change the widget's position in the details section, but we recommend making it visible for your Intercom agents to maximize the volume of customer feedback sent to Harvestr.

In the Sending from Intercom card of Settings > Integrations > Intercom, you can turn on:

Click Save at the bottom of the page to apply your changes.

When a support rep gets a message in Intercom from a customer that is interesting for the product team, like a feature request, they need only click on the "Send to Harvestr" button to push the whole conversation to Harvestr for the product team.

Support reps can also link the conversation to an existing discovery if the feedback is related to a topic already in your Harvestr account. This button is available when Let agents link conversations to discoveries is on.

By clicking the "Link to discovery" button, they will see the list of Components and Discoveries that already exist in your Harvestr organization. They will then be able to search and select the proper Discovery.

The conversation will then be sent straight to the Processed folder of your Harvestr inbox and linked to the right Discovery.

Once a conversation has been processed or deleted in Harvestr, Harvestr for Inbox shows a Move to inbox button. Click it to put the conversation back in New in your Harvestr inbox, for example when the customer adds something worth a second look. Auto-imported conversations don't show this button.

Agents don't always think to send a conversation to Harvestr. With auto-import, available on the Elite plan, Harvestr reviews your closed Intercom conversations and imports the ones that contain product feedback, without anyone having to send them.

Go to Settings > Integrations > Intercom, turn on the switch on the Auto-import product feedback card, and click Save. If you've connected several Intercom workspaces, pick each workspace at the top of the page and repeat.

Once it's on:

Harvestr reads the whole conversation, including replies sent while closing, assigning or reopening it. Internal notes are never read.

Harvestr skips how-to questions that end settled, where the customer got what they wanted from the product as it works today. A question answered with "not possible today" still counts as a feature request, and bug reports are always imported.

The card shows where auto-import stands (Importing the last 30 days, Waiting for the first check, live with the time of the last check, or Last check did not finish), how many conversations were reviewed and imported this month, and how much of your AI allowance is left.

Auto-imported conversations have their own inbox: Auto import > Intercom, in the sidebar of your inbox. They're kept out of your New and Processed folders and your Custom Inboxes, so they don't mix with the feedback your team sent on purpose.

The inbox shows where auto-import stands, and has three tabs:

You can also review these suggestions directly in Catch up, along with all your other feedback.

If an agent sends a conversation that was already auto-imported, Harvestr doesn't create a second copy.

Nothing is posted in Intercom when a conversation is auto-imported, since no agent sent it. Once your team acts on its feedback, the feedback loop notifications you've turned on are posted as usual.

In Harvestr, you will receive all these conversations in your inbox, along with the feedback from all the other sources you have connected.

We import all the messages and users belonging to each Intercom conversation sent to Harvestr.

A link to the Intercom conversation is available at the top of the conversation in Harvestr, allowing you to quickly jump to Intercom if you need more context.

Then, thanks to our homemade selector, you can capture product insights from these Intercom conversations and link them to your discoveries.

Harvestr posts an internal note on the Intercom conversation, so the agent who sent it knows what happened to the feedback and can update the customer. Harvestr never contacts your customer directly.

The events are set once for your whole organization, in Settings > Notifications. Intercom follows these organization rules unless you give it its own: open Intercom in the Per-channel rules card and choose Customised, or Off to never post on Intercom conversations. The events you can turn on:

The Notifications card on the Intercom integration page summarizes what is currently on. Its Configure button opens the notification settings.

If the conversation was closed in the meantime, Harvestr can reopen it, so the note lands back in the agent's inbox. This is the Reopen support tickets if they are closed setting, at the bottom of the Organization rules card. Intercom can override it in its own channel settings.

If you connected several Intercom workspaces, they share the same Intercom rules. For the full picture (who is notified, how to check what was sent), see Close the loop with feedback loop notifications.

Our integration lets you import and synchronize users and companies with their attributes from Intercom to Harvestr. In Harvestr, you can then leverage this data to make product decisions that drive business impact.

Once you have connected your Intercom workspace to your Harvestr workspace by following the steps described above, you need a Harvestr Editor account on any paid plan (Core, Scale, or Elite).

The number of customers (users and companies combined) that can carry synced attributes depends on your plan:

Go to Settings > Integrations > Intercom. In the Users and companies card, under Attribute sync, set Copy records updated since (pre-filled with 1 January 2022) and click Set up attribute sync. Older records are not copied, and a longer range makes the first sync slower. Only one Intercom workspace can sync attributes at a time.

Each Intercom object has its own card: Companies → Companies and Contacts → Users. Click Edit on a card to configure it.

Under Matching rule, choose how you want to match Harvestr objects with Intercom objects:

About the identification by custom ID:

Then, under Select fields to map as custom attributes, choose which attributes you want to synchronize in Harvestr, and click Save changes. New Intercom attributes appear the next time you click Edit: Harvestr fetches the latest fields from Intercom each time.

Then click Sync now in the status box to launch the first sync. It can take up to a day. The box then shows when the last sync ran and how many users and companies it covered.

You can also turn on Sync automatically to sync every 48 hours.

Intercom customer data synchronization also offers two other options to help you get reliable customer data in Harvestr.

1. Make your Intercom users and companies searchable when assigning feedback

Each object card has a Searchable when assigning feedback switch. When it's on, you can search those Intercom companies and contacts when assigning feedback to customers in your Harvestr inbox, from the Chrome extension and our Slack integration. When you search for a customer, the results coming from Intercom will be displayed with the Intercom logo next to their names. The change saves right away.

2. Automatically associate users with their companies

At the top of the Users and companies card, turn on Associate users with their companies, then click Save. This option automatically associates users with companies, using Intercom as a source of truth to build those relationships, and works even without attribute sync. Only users who do not yet have a company in Harvestr will be associated.

For example:

Attributes will then appear on user and company profiles in Harvestr, accessible from your inbox, discoveries, or the Customers section for the most detailed view. From the detailed profiles, you'll also find a link to the synced user or company profile in Intercom at the bottom of the right panel.

The ⋯ menu next to the sync status offers Refresh status, Change sync start date and Delete attribute sync. If a sync fails, the status box shows Last sync failed with a Retry sync button.

Once Intercom and Harvestr are synced, attributes can be used to build Rollup fields that will help you measure the business impact of your Discoveries and prioritize them appropriately.

You will be able to answer questions like:

Yes. In Settings > Integrations > Intercom, click Connect another workspace in the workspace card. Each workspace has its own sending and user settings: pick one at the top of the page to edit it. Notifications apply to every workspace, and only one workspace can sync attributes at a time.

Click ⋯ on the workspace, then Disconnect workspace, and confirm. Feedback already imported stays in Harvestr.

Check if the app can be added when clicking "Edit apps" at the bottom of the conversation details.

If you do not see the app in the list, even after scrolling down, check if the app is correctly installed in your Intercom workspace. Go to Edit apps again > Get more in the app store > Search for "Harvestr for Inbox".

If the app is installed correctly but cannot be added to your conversation details, contact us, and we'll help you out.

If you have requests or ideas about how we could improve our Intercom integration to better fit your workflow, send us a message. You can also browse our other integrations to centralize all your product feedback.