NOTE: Click here to learn more about using the Intercom integration to sync your customers to Retently.
The native Intercom integration allows you to export survey data and assign them as contact properties and adds them as events that you can use as filters for your automated Intercom messages.
Manage the survey data export
Go to the Integrations page and connect the Intercom integration by clicking the Connect button. If the integration is already connected, then go to the desired campaign.
Go to the campaign you want to export data from and choose the submenu "Export".
On the "Export" page, find the Intercom logo and switch the red toggle to green.
Once you turned the Export on, select the checkboxes that fit you best.
About the exported survey data and how to create the required fields in Intercom
The integration supports the following data export options which you can check or uncheck depending on your needs and preferences. However, in order to have the data exported you will need to create the fields beforehand in Intercom (we will cover the field creation a little lower in the article):
Response rating (required the "retently_survey_score" number field) - includes just the last rating a customer provided as a custom property in Intercom;
Response button label (required the "retently_survey_button" text field) - exports the response button label as a custom property in Intercom;
Response category (required the "retently_survey_score_category" text field) - will export one of the 3 response categories depending on the score (Promoter, Passive, Detractor);
Response text feedback (required the "retently_survey_comment" text field) - exports the message of the main open-ended question as a custom property in Intercom;
Last survey response date (required the "retently_last_response" date field) - will export the date the last feedback was provided as a custom property in Intercom;
Retently profile link (required the "retently_profile" text field) - will create a new custom property in Intercom with the link to the customer's profile in Retently;
Account CX score (required the "retently_account_nps_score", "retently_account_csat_score", or "retently_account_ces_score" number fields) - this export is available only if "Accounts" are included in your plan. It will export the value of the Account CX score that is calculated based on the domain of the customer.
NOTE: If the customer answers another survey, the data in the score and comment fields in Intercom will update automatically to display the latest survey data.
To create the needed fields, you will have to access the Settings category and go to your company's data section. Next, access the "People data" section (or the "Companies data" if you plan to export the Account CX score). On this page, click the "+ Create attribute" button and in the new popup, insert the name of the field exactly as described in the list we shared just a little earlier.
Survey data as Intercom events
Along with the properties, our app will also attach a set of events to the contact's profile in Intercom.
Retently last survey: displays data about the last survey that the customer received. This event includes the following additional data:
Count: how many surveys the customer has received.
First time: when was the first survey sent.
Most recent: when was the last survey sent.
Retently survey response: displays data about the last response that the customer gave to the survey. This event includes the following additional data:
Count: - how many responses the customer left.
First time: when was the first response received.
Last time: when was the last response received.
Supported metrics
The integration's export feature supports all survey metrics (NPS, 5-STAR, CSAT, CES).
Each metric has a different rating scale, and the categories of respondents will also differ.
NPS (0 - 10 scale)
Rating of 0 to 6 = Detractor
Rating of 7 or 8 = Passive
Rating of 9 or 10 = Promoter
5-STAR (1 - 5 scale)
Rating of 1 or 2 = Negative
Rating of 3 = Neutral
Rating of 4 or 5 = Positive
CSAT (1 -5 scale)
Rating of 1 or 2 = Unsatisfied
Rating of 3 = Neutral
Rating of 4 or 5 = Satisfied
CES (1 - 7 scale)
Rating of 1 to 3 = Negative
Rating of 4 = Neutral
Rating of 5 to 7 = Positive
IMPORTANT: CSAT and CES survey templates allow you to replace the numbers in the rating buttons with custom text. When the survey data will be exported to the integration, the text will be converted back to the corresponding number of the button.