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Integrating Intercom with CustomerSuccessBox

Overview

CustomerSuccessBox supports integration with Intercom to pull in conversations and associated metrics. In this article, we list out the steps and requirements to integrate Intercom with CustomerSuccessBox. 

Why should I integrate with Intercom?

Integrating Intercom with CustomerSuccessBox with just one-click Intercom OAuth authorization enables you to 

  • View support conversations raised by your CustomerSuccessBox users in one single place
  • View Service metrics based on Intercom conversations
  • Configure Risk Alerts on Overdue Tickets, Total Tickets Raised
  • Set up  Service Health
  • Segment Accounts on Overdue Tickets, Total Tickets Raised
  • Create new users from Intercom to pull in relevant conversations
  • Import Events from Intercom

Authorizing Access to Intercom

Follow the steps below to authorize CustomerSuccessBox access to Intercom

  1. Log-in to your CustomerSuccessBox instance 
  2. Navigate to the Integrations Hub from Settings > Integrations
  3. Find and click on Intercom in the Integrations Hub and click Authorize
  4. You will be redirected to the Intercom authorization page. Scroll down and click Authorize Access

 

That's it! Intercom is integrated with just authorization. 

Once doneyou will be able to:

  • View conversations associated with existing CustomerSuccessBox users from under the 'Tickets' tab of a  CustomerSuccessBox Account.
  • View Service metrics based on Intercom conversations
  • Configure Risk Alerts on Overdue Tickets, Total Tickets Raised
  • Set up  Service Health
  • Segment Accounts on Overdue Tickets, Total Tickets Raised

Prerequisites for one-click integration

Users must already exist in CustomerSuccessBox with valid email address(es).  This enables CustomerSuccessBox to identify users in Intercom. 

NOTE:
  • Conversations are synced every 24 hours along with associated support metrics.
  • Intercom conversations take up to 30 minutes from authorization to fetch in all relevant conversations. Risk Alerts, Service Health, and Segments can be set up instantly.

Integration Configuration

Pulling Conversations from Intercom to CustomerSuccessBox

All conversations belonging to existing users in CustomerSuccessBox are synced daily from Intercom. Existing users must have email defined for themselves in either email or business email attribute.

Creating new users from Intercom

We can support creating new users in CustomerSuccessBox from Intercom by:

  1. Identifying unique identifier for CustomerSuccessBox Account in Intercom's Company object
  2. Identifying unique identifier for CustomerSuccessBox User in Intercom's Lead and User object

Our team configures integration to roll this out. To initiate a request contact us or reach out to your dedicated Customer Success Manager

Importing events from Intercom

We can import events daily from Intercom. Our team configures integration to roll this out. To initiate a request contact us or reach out to your dedicated Customer Success Manager

Contact Us

In most cases, you would have a dedicated Customer Success Manager who will be your point-of-contact for any queries or assistance. You may also,

  1. Initiate a chat directly from within CustomerSuccessBox. Use chat option from the Chat icon in the left side navigation bar
  2. Create a conversation from here
  3. Send an email to support@customersuccessbox.com
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  1. Pervez

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