> ## Documentation Index > Fetch the complete documentation index at: https://docs.monterey.ai/llms.txt > Use this file to discover all available pages before exploring further. # Intercom > Ingest customer conversations and support tickets to Reforge Insights for consolidation and analysis export const provider_0 = "Intercom" export const customFieldSelectionStrategy_0 = undefined export const customFilteringStrategy_0 = "Use filters to focus on customer-initiated conversations - Filter by conversation type to analyze specific interaction patterns - Use contact or company filters to focus on specific customer segments - Combine multiple filters to create precise data subsets for analysis" export const customPerformanceConsiderations_0 = undefined ### 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 ### Get Started You can find the Intercom integration on your [integration settings page](https://insights.reforge.com/w/default/settings/integrations/intercom). A user with access to both Reforge Insights as well as Intercom will need to authorize the connection. ## 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. ### Configuration Sections #### 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. #### 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: **Available Operators:** * `contains` - Field contains the specified text * `does not contain` - Field does not contain the specified text **Examples:** * Subject contains "billing" * Description does not contain "resolved" **Available Operators:** * `is` - Field equals the specified number * `is not` - Field does not equal the specified number * `is greater than` - Field is greater than the specified number * `is less than` - Field is less than the specified number * `is less than or equal to` - Field is less than or equal to the specified number * `is greater than or equal to` - Field is greater than or equal to the specified number * `is empty` - Field is empty * `is not empty` - Field is not empty * `between` - Field falls within the specified range **Examples:** * Priority equals 3 * Satisfaction score is greater than 4 **Available Operators:** * `between` - Field falls within the specified date range * `is empty` - Field is empty * `is not empty` - Field is not empty **Examples:** * Updated date range between 2024-01-01 and 2024-02-01 * Created date is empty **Available Operators:** * `is` - Field is any of the specified values * `is not` - Field is not any of the specified values * `is empty` - Field is empty * `is not empty` - Field is not empty **Examples:** * Tags is "urgent" or "billing" * Status is not "closed" or "solved" **Available Operators:** * `is` - Field matches the specified boolean value (true/false) * `is not` - Field does not match the specified boolean value * `is empty` - Field is empty * `is not empty` - Field is not empty **Examples:** * Is public is true * Has incidents is false ##### 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. #### 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 Core conversation information including subject, content, source details, and metadata about the conversation flow. Information about conversation participants including contact details, activity data, and custom contact fields. 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. Standard Intercom fields that are available across all instances. These include common fields like: * Contact activity data * Location information * Device and browser details * Language preferences * Company size and industry Select the fields that are relevant to your analysis and reporting needs. Custom fields created in your Intercom instance are automatically detected and available for selection. These fields: * Are fetched directly from your Intercom configuration * Include the custom field name and description * Support all standard filtering and selection options * Are stored with their original field names in the metadata Custom fields are dynamically loaded from your Intercom instance, so any changes to custom fields in Intercom will be reflected in the integration. ### Best Practices {customFieldSelectionStrategy_0 || `Start with required fields and commonly used standard fields - Add custom fields that are consistently populated and relevant to your analysis - Consider the impact on data volume when selecting many fields - Review and update field selections as your {provider} usage evolves`} {customFilteringStrategy_0 || `Use filters to focus on the most relevant data for your use case - Apply filters to narrow down to specific statuses, categories, or priorities - Remember that only records with content will be ingested regardless of filters`} {customPerformanceConsiderations_0 || `More fields and fewer filters = larger data volume - Consider the frequency of your data sync when selecting options - Monitor ingestion performance and adjust as needed`} ### Next Steps After configuring your {provider_0} 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. ### 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. ### 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. ### Pricing Volume Impact | Entity Type | Volume Impact | | :----------- | :-----------: | | Conversation | **1x** | View the [pricing page](/pricing/volume-calculation) for more information on how we calculate volume usage.