Getting started with Intercom

You will learn

Learn how to integrate Intercom with Klaviyo in order to improve your support experience for customers. When you integrate with Intercom, metrics related to ticket and conversation activity as well as profile data will sync to Klaviyo.

Before you begin

In order to install the Intercom integration, you must have the permission “Can install, configure and delete apps” on the Intercom side. If you don’t have this permission, ask an Admin user to grant you this permission by navigating to Settings > General > Teammates > Edit in Intercom.

Set up the Intercom integration

Follow the steps outlined below to integrate Intercom with Klaviyo:

1. Log in to your Klaviyo account.
2. Select the Integrations tab.
3. Select Explore apps, search for Intercom, and click the card.
4. Click Install to start setting up the integration.
5. After reviewing what data will be shared between Intercom and Klaviyo, click Allow.
6. Log into Intercom when prompted to complete setup on the Intercom side.
7. Review your business name and click Complete setup.
   

Understand your Intercom data

Klaviyo syncs different events from Intercom related to tickets and conversations.

To view your Intercom data:

1. Click the Analytics dropdown in the left-hand navigation sidebar.
2. Select Metrics. Here, you can view all of the metrics in your account. The metrics labeled “Intercom” represent all of the metrics synced from your Intercom integration.
3. Filter this view to see Intercom metrics by using the filter selector next to the search bar and select Intercom. Intercom metrics will be indicated by the Intercom logo.
   

To review recent events synced from Intercom, select an Intercom metric, then open the Activity feed tab.

The data synced from Intercom to Klaviyo includes:

• Profile information associated with conversation and ticket events
• The following conversation and ticket events:
  • Created Conversation
  • Rated Conversation
  • Read Conversation
  • Replied to Conversation
  • Created Ticket
  • Submitted Ticket
  • Replied to Ticket
  • Marked Ticket On Hold
  • Resolved Ticket

For more information on the properties associated with each event synced from Intercom, see Intercom data reference.

When the integration syncs

The integration syncs in real time which means event metrics and profiles will sync immediately to Klaviyo once events have been triggered in Intercom.

Past events such as Created Conversation, Rated Conversation, Created Ticket, Resolved Ticket, Submitted Ticket will also sync historically.

Segment customers using Intercom data

You can use Intercom’s metrics to segment customers and for organizational purposes such as in the event you want to include or exclude certain customers from a campaign. For example, you can create a segment of everyone who has submitted a ticket in the last 30 days.

To create such a segment:

1. Click the Audience dropdown in the left-hand navigation sidebar.
2. Click Lists & segments.
3. Click Create > Segment in the top right.
4. If the Create segment panel opens, name your segment, add tags if desired, and click Create segment to open the builder. If the builder opens directly, edit the segment name at the top.
5. In the segment builder, select What someone has done (or not done) > Submitted Ticket > at least once > in the last > 30 > days.
6. Click Create segment.

Use Intercom data in flows

You can use Intercom metrics to trigger flows. For example, you can use the Rated Conversation metric to trigger a flow to send messages to someone immediately after they rated a conversation they had with a support agent.

To create a flow using Intercom metrics:

1. Navigate to the Flows tab from the left-hand navigation sidebar.
2. Click Create flow in the top right.
3. To build a flow from scratch, click Build your own in the top right and continue with the steps below. To use a pre-built flow instead, search for Intercom and follow the selected template’s setup steps.
4. Name your flow and select tags if desired.
5. Click Create manually. If you see a Create flow button instead, click it.
6. In the flow builder, select Your metrics.
7. Select Intercom, then choose a metric, such as Rated Conversation.
8. Click Save.
9. Review the trigger, then click Confirm and save.
10. Add time delays and messages relevant to the triggering action.
11. Once your content is ready, click Review and turn on, select Live under Flow status, and click Save.

Outcome

You've now integrated Intercom with Klaviyo and learned about Intercom data in Klaviyo, segmenting customers using Intercom data, and using Intercom data in flows.

Additional resources