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.
How does the integration work?
with Harvestr for Inbox, support reps push a button to escalate Intercom conversations that contain valuable customer feedback to Harvestr
in Harvestr, all this valuable feedback is merged with other sources, categorized, and prioritized to improve your product based on customer needs
product teams can automatically close the feedback loop with support teams and customers
customer data from Intercom can be synced in Harvestr to prioritize discoveries based on customer attributes (customer segmentation, MRR/ARR, etc.)
Prerequisites
To set up the Harvestr-Intercom integration, you need:
an Intercom account that has been granted "Full Access" Permissions in your Intercom Teammates settings to connect Intercom to Harvestr
a Harvestr editor account
How to integrate Harvestr into your company's Intercom account
1. Connect your Intercom account
To connect Intercom to Harvestr, go to the integration's settings page in Harvestr and click on the "Connect your Intercom account" link.
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.
Based on where your Intercom workspace data is hosted, you might have to change the Data host region by scrolling at the very bottom of the window.
2. Install the Harvestr for Inbox widget in Intercom
Once your Intercom account is connected, go to your Intercom Inbox. Click "Customize" in the details section of your inbox and then on "Add more." You should now be able to add the Harvestr for Inbox widget to your Inbox details section and see the "Send conversation to Harvestr" button.
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.
Sending Intercom conversations to Harvestr
Sending a conversation to the Harvestr inbox
When a support rep gets a message in Intercom from a customer that is interesting for the product team, like a feature request, he needs only click on the "Send to Harvestr" button to push the whole conversation to Harvestr for the product team.
Categorizing feedback from Intercom
Support reps can also link the conversation to an existing discovery if the feedback is related to a topic already in your Harvestr account.
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 Archived folder of your Harvestr inbox and linked to the right Discovery.
Processing Intercom conversations in Harvestr
In Harvestr, you will receive all these conversations in your inbox, along with all the other tools you have connected to centralize customer feedback.
We import all the messages and users belonging to each Intercom conversation sent to Harvestr.
You also have a button with the Intercom logo at the top of the message, which contains the link to the conversation in Intercom. This allows you to jump quickly to the Intercom conversation if you need more context.
Then, thanks to our homemade selector, you can capture product insights from these Intercom conversations and link them to other insights and features you are working on in Harvestr.
Closing the loop with your support team and customers
In Harvestr, you can set notifications sent to Intercom as internal notes to inform support agents about the status of the feedback they sent to Harvestr. To set these notifications, you can go to your Intercom integration settings in Harvestr and activate the notifications you want to send to Intercom.
Three types of notifications can be sent back to Intercom:
1) When the conversation sent from Intercom is read in Harvestr
2) When the conversation sent from Intercom is linked to a Discovery in Harvestr
3) When the linked Discovery is set to specific states
For each notification, you can also choose to reopen closed conversations, if any, by selecting the "Reopen if closed" option.
With these notifications, you can quickly close the loop with your support team, who can inform customers when a feature they are interested in has been released!
Synchronizing Intercom customer data in Harvestr (available from the Elite plan)
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.
Prerequisites
Once you have connected your Intercom workspace to your Harvestr workspace by following the steps described above, you only need a Harvestr Editor account with an Elite or Enterprise subscription.
Configure Customer Attributes to sync
To configure synchronization rules for an Intercom object, click "Add attributes" next to its name.
For each Intercom object (User, Company), you first have to choose how you want to match Harvestr objects with Intercom objects:
Intercom Companies can be matched with Harvestr Companies by name (not case sensitive) or by a custom unique ID (case sensitive) to prevent potential duplicate issues if you have several companies with the same name in Intercom
Intercom Users can be matched with Harvestr Users by email (not case sensitive) or by a custom unique ID (case sensitive) if you have several Users with the same email in Intercom
About the identification by custom ID:
If you choose to identify users or companies by a custom intercom ID, this custom ID will be imported with the user/company when feedback is sent from the Intercom
If feedback is sent from another source where this custom ID does not exist, Harvestr will automatically use the user's email or the company's name to match this feedback with the right customer in Harvestr. In this situation, feedback might be associated with the wrong customer if you have users with duplicate emails but different IDs/companies with the same names but different IDs in Harvestr.
For each Intercom object, you can choose which attributes you want to synchronize in Harvestr.
After selecting which attributes should be imported, you can launch a manual sync by clicking the "Sync now button."
You can also activate the auto synchronization, which will run every day at 7 am UTC.
Additional synchronization rules
Intercom customer data synchronization also offers two other options to help you get reliable customer data in Harvestr.
1. Make all of your Intercom users and companies searchable when assigning feedback to customers in Harvestr
When activated, you can search in all your Intercom Companies and Users 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.
2. Automatically associate users with their companies when a relationship exists in Intercom
When activated, this option automatically associates users with companies, using Intercom as a source of truth to build those relationships. Thanks to this option, only users who do not yet have a company in Harvestr will be associated.
For example:
you create user A in Harvestr without associating user A with any company
if user A belongs to company B in Intercom, then user A will also belong to company B in Harvestr
if company B does not already exist in Harvestr, it will be automatically created
Attributes will then be displayed on the profiles of users and companies in Harvestr.
You will also have a link to the synced user/company profile in Intercom from those profiles.
Leveraging Intercom customer data in Harvestr to make product decisions that drive business impact
Once Intercom and Harvestr are synced, attributes can be used to build customer attribute aggregation fields that will help you measure the business impact of your Discoveries and prioritize them appropriately.
You will be able to answer questions like:
How much ARR do all customers linked to Discovery represent for my company?
How many users will be impacted by a given Discovery?
How many churned customers are linked to a given Discovery?
And many more!
FAQs
Can I connect multiple Intercom workspaces to Harvestr?
Yes. After connecting a first workspace from the integration settings in Harvestr, you can connect to other workspaces by following the same steps.
I cannot see the Harvestr app in my conversation details
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.
Thanks to Harvestr, I can quickly turn Intercom customer feedback and data into features that will make your customers happier and drive business impact.
If you have requests or ideas about how we could improve our Intercom integration to fit your workflow better, shoot us a messageYou you can also take at our other intergrat to centralize all your product feedbackions.