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Overview

The integration with Intercom is a great way to get product insights with and from your support team. With the integration, your team can:
  • Surface trends from customer conversations
  • Extract common feature requests, bug reports, and questions
  • Understand what prospective customers are asking about

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Get Started

You can find the Intercom integration on your integration settings page. A user with access to both Reforge Insights as well as Intercom will need to authorize the connection.
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Go to "Settings"

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Click "Integrations" in the navigation menu

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Click "Intercom"

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Click "Connect"

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If necessary, log in to Intercom using the appropriate account

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Review and approve the permissions requested

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Once confirmed, you will be returned to Reforge Insights, where you can toggle on conversation ingestion

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Advanced Configuration

Intercom integration configuration interface showing the three main sections: Choose which conversations to include, Narrow down your conversations, and Choose the data to include
After connecting your Intercom account, you can customize exactly what data gets imported and how it’s filtered. The Intercom integration allows you to import conversations, contacts, and companies from your Intercom instance with precise control over field selection and filtering criteria.

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Configuration Sections

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1. Choose Which Conversations to Include

Include Bot-Only Conversations
Enable this option to include conversations where a human agent was never involved. This allows you to analyze automated interactions and bot performance.
Include Admin or Bot Initiated Conversations
Enable this option to include conversations where an admin or bot initiated the first message. This helps capture proactive outreach and automated messaging campaigns.

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2. Narrow Down Your Conversations

Use filters to focus on specific types of conversations you want to analyze. This helps you import only the data that’s relevant to your use case.
All filtering is based on conversation data. While you can filter using related contact or company fields, the filtering always applies to which conversations get imported.
Filter Types and Operators
Different field types support different filtering operators:
Multiple Filters
When you add multiple filters, they are combined using an AND operator. This means tickets must match ALL filter criteria to be imported.
Start with broader filters and gradually add more specific ones to fine-tune your data selection.

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3. Choose the Data to Include

Select which conversation, contact, and company fields to import. The data is organized into tabs representing different data types that can be ingested.
Data Type Tabs

Conversations

Core conversation information including subject, content, source details, and metadata about the conversation flow.

Contacts

Information about conversation participants including contact details, activity data, and custom contact fields.

Companies

Company information associated with contacts and conversations, including custom company fields.
Field Selection
Fields marked as Required are essential for the integration to function properly and cannot be deselected. These fields include:
  • Conversations: id, created_at, updated_at, source.author.id, source.author.type, source.author.name, source.author.email, source.id, source.type, source.delivered_as, source.url, source.subject, source.body
  • Contacts: id, created_at, updated_at, name, email
  • Companies: id, created_at, updated_at, website, name
Required fields are automatically included in the ingestion process regardless of selection status.
Preselected Fields: Beyond the required fields, we automatically preselect additional commonly used fields to help you get started quickly with meaningful data. These preselected fields include useful metadata like contact activity, location information, device details, and company characteristics that are frequently needed for analysis. You can deselect any of these preselected fields if they’re not relevant to your specific use case.

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Best Practices

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Next Steps

After configuring your integration:
  1. Test the configuration by triggering a manual sync
  2. Monitor the ingestion to ensure data is being imported correctly
  3. Review the imported data in your analytics dashboard
  4. Adjust filters and fields based on your initial results
  5. Set up automated workflows using the imported HubSpot data
Changes to field selection and filters will apply to future data ingestion. Existing imported data will not be retroactively updated.

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Intercom Inbox App

Once the setup is done, you will see a Reforge Insights section in the Intercom details bar on the right when you open a conversation. It will bring up a form which requires a description. You can also optionally include a customer emails and customer names from the Intercom conversation, select a project. You can then create feedback directly Intercom by clicking “Create feedback”. The feedback will show up in “All feedback” tab in Reforge Insights auto categorized. Anybody with access to your Intercom inbox will be able to send feedback to Reforge Insights, via the app in the sidebar, even if they do not have access to Reforge Insights. Only teammates added to Reforge Insights directly will be able to view feedback and insights.

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Data Collected

Once Reforge Insights and Intercom are connected successfully, data will be pulled from periodically. The first time Reforge Insights loads data, it will look back 1 week. After that, it will ingest all new data up to your plan’s feedback volume limit. Each conversation that is accessible will be ingested, such that the conversation content is analyzed and visible in Reforge Insights.

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Pricing Volume Impact

Entity TypeVolume Impact
Conversation1x
View the pricing page for more information on how we calculate volume usage.