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Intercom data reference

Estimated 9 minute read
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Updated Aug 29, 2024, 7:40 PM EST
You will learn

You will learn

Learn what data syncs from Intercom to Klaviyo and where to view it. This includes ticket and conversation metrics as well as contact data. If you have not already, read our guide on getting started with Intercom for step-by-step instructions on integrating, before continuing with this article.

How to view your Intercom data

How to view your Intercom data

Klaviyo syncs many different events from Intercom related ticket and conversation creation and completion.

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 with an Intercom icon represent all of the metrics synced from your Intercom integration.
  3. Filter this view to see only Intercom metrics by using the filter selector next to the search bar.
Created Conversation

Created Conversation

This event is tracked when a contact creates a new conversation in Intercom, and includes the following information about the new conversation:

  • email
    The email address of the contact associated with the conversation.
  • phone_number
    The phone number of the contact associated with the conversation.
  • Title
    The title applied to the conversation.
  • Snoozed Until
    The date until which the conversation will be on hold.
  • Waiting Since
    Timestamp of when the contact entered the queue for a conversation.
  • Priority
    The priority applied to the conversation.
  • Assigned Team
    The name of the team assigned the conversation.
  • Assigned Admin Name
    The name of the admin associated with the conversation.
  • Assigned Admin Email
    The email address of the admin associated with the conversation.
  • Tags
    Any tags associated with the conversation.
  • Conversation Rating
    Rating that the contact gave the conversation.
  • Conversation source
    The name of the source of the conversation.
  • Conversation Delivered As
    The method used to deliver messages.
  • Conversation Part Count
    The numerical value of how many parts the conversation comprises.
  • SLA Status
    Whether or not the conversation has breached SLA.
  • Reopen Count
    How many times the conversation has been reopened.
  • Assignment Count
    How many times the conversation has been assigned.
  • Custom Attributes
    Any custom attributes associated with the conversation.
Rated Conversation

Rated Conversation

This event is tracked when a contact submits a rating for a conversation in Intercom, and includes the following information about the new conversation:

  • email
    The email address of the contact associated with the conversation.
  • phone_number
    The phone number of the contact associated with the conversation.
  • Title
    The title applied to the conversation.
  • Snoozed Until
    The date until which the conversation will be on hold.
  • Waiting Since
    Timestamp of when the contact entered the queue for a conversation.
  • Priority
    The priority applied to the conversation.
  • Assigned Team
    The name of the team assigned the conversation.
  • Assigned Admin Name
    The name of the admin associated with the conversation.
  • Assigned Admin Email
    The email address of the admin associated with the conversation.
  • Tags
    Any tags associated with the conversation.
  • Conversation Rating
    Rating that the contact gave the conversation.
  • Conversation source
    The name of the source of the conversation.
  • Conversation Delivered As
    The method used to deliver messages.
  • Conversation Part Count
    The numerical value of how many parts the conversation comprises.
  • SLA Status
    Whether or not the conversation has breached SLA.
  • Reopen Count
    How many times the conversation has been reopened.
  • Assignment Count
    How many times the conversation has been assigned.
  • Custom Attributes
    Any custom attributes associated with the conversation.
Read Conversation

Read Conversation

This event is tracked when a contact reads a conversation in Intercom, and includes the following information about the new conversation:

  • email
    The email address of the contact associated with the conversation.
  • phone_number
    The phone number of the contact associated with the conversation.
  • Title
    The title applied to the conversation.
  • Snoozed Until
    The date until which the conversation will be on hold.
  • Waiting Since
    Timestamp of when the contact entered the queue for a conversation.
  • Priority
    The priority applied to the conversation.
  • Assigned Team
    The name of the team assigned the conversation.
  • Assigned Admin Name
    The name of the admin associated with the conversation.
  • Assigned Admin Email
    The email address of the admin associated with the conversation.
  • Tags
    Any tags associated with the conversation.
  • Conversation Rating
    Rating that the contact gave the conversation.
  • Conversation source
    The name of the source of the conversation.
  • Conversation Delivered As
    The method used to deliver messages.
  • Conversation Part Count
    The numerical value of how many parts the conversation comprises.
  • SLA Status
    Whether or not the conversation has breached SLA.
  • Reopen Count
    How many times the conversation has been reopened.
  • Assignment Count
    How many times the conversation has been assigned.
  • Custom Attributes
    Any custom attributes associated with the conversation.
Replied to Conversation

Replied to Conversation

This event is tracked when a contact replies to a conversation in Intercom, and includes the following information about the new conversation:

  • email
    The email address of the contact associated with the conversation.
  • phone_number
    The phone number of the contact associated with the conversation.
  • Title
    The title applied to the conversation.
  • Snoozed Until
    The date until which the conversation will be on hold.
  • Waiting Since
    Timestamp of when the contact entered the queue for a conversation.
  • Priority
    The priority applied to the conversation.
  • Assigned Team
    The name of the team assigned the conversation.
  • Assigned Admin Name
    The name of the admin associated with the conversation.
  • Assigned Admin Email
    The email address of the admin associated with the conversation.
  • Tags
    Any tags associated with the conversation.
  • Conversation Rating
    Rating that the contact gave the conversation.
  • Conversation source
    The name of the source of the conversation.
  • Conversation Delivered As
    The method used to deliver messages.
  • Conversation Part Count
    The numerical value of how many parts the conversation comprises.
  • SLA Status
    Whether or not the conversation has breached SLA.
  • Reopen Count
    How many times the conversation has been reopened.
  • Assignment Count
    How many times the conversation has been assigned.
  • Custom Attributes
    Any custom attributes associated with the conversation.
Created Ticket

Created Ticket

This event is tracked when a new ticket is created in Intercom, and includes the following information about the new ticket:

  • email
    The email address of the contact associated with the ticket.
  • phone_number
    The phone number of the contact associated with the ticket.
  • Category
    The category applied to the ticket.
  • Assigned Team
    The name of the team assigned the ticket.
  • Assigned Admin Name
    The name of the admin associated with the ticket.
  • Assigned Admin Email
    The email address of the admin associated with the ticket.
  • Snoozed Until
    The date until which the ticket will be on hold.
  • Ticket Part Count
    The numerical value of how many parts the ticket comprises.
  • Ticket ID
    The unique ID of the ticket in Intercom.
  • Ticket Type
    The type of the ticket as listed in Intercom.
  • Ticket name
    The name of the ticket as submitted by the contact.
  • Ticket description
    The description of the ticket as submitted by the contact.
  • Shared
    Whether or not the ticket was shared by the support agent. (true/false)
Submitted Ticket

Submitted Ticket

This event is tracked when a ticket is marked as Submitted in Intercom. Klaviyo's tracking of this event includes the following information about the resolved ticket:

  • email
    The email address of the contact associated with the ticket.
  • phone_number
    The phone number of the contact associated with the ticket.
  • Category
    The category applied to the ticket.
  • Assigned Team
    The name of the team assigned the ticket.
  • Assigned Admin Name
    The name of the admin associated with the ticket.
  • Assigned Admin Email
    The email address of the admin associated with the ticket.
  • Snoozed Until
    The date until which the ticket will be on hold.
  • Ticket Part Count
    The numerical value of how many parts the ticket comprises.
  • Ticket ID
    The unique ID of the ticket in Intercom.
  • Ticket Type
    The type of the ticket as listed in Intercom.
  • Ticket name
    The name of the ticket as submitted by the contact.
  • Ticket description
    The description of the ticket as submitted by the contact.
  • Shared
    Whether or not the ticket was shared by the support agent. (true/false)
Replied to Ticket

Replied to Ticket

This event is tracked when a contact replies to a ticket in Intercom. Klaviyo's tracking of this event includes the following information about the resolved ticket:

  • email
    The email address of the contact associated with the ticket.
  • phone_number
    The phone number of the contact associated with the ticket.
  • Category
    The category applied to the ticket.
  • Assigned Team
    The name of the team assigned the ticket.
  • Assigned Admin Name
    The name of the admin associated with the ticket.
  • Assigned Admin Email
    The email address of the admin associated with the ticket.
  • Snoozed Until
    The date until which the ticket will be on hold.
  • Ticket Part Count
    The numerical value of how many parts the ticket comprises.
  • Ticket ID
    The unique ID of the ticket in Intercom.
  • Ticket Type
    The type of the ticket as listed in Intercom.
  • Ticket name
    The name of the ticket as submitted by the contact.
  • Ticket description
    The description of the ticket as submitted by the contact.
  • Shared
    Whether or not the ticket was shared by the support agent. (true/false)
Marked Ticket On Hold

Marked Ticket On Hold

This event is tracked when a ticket is marked as waiting_on_customer in Intercom. Klaviyo's tracking of this event includes the following information about the resolved ticket:

  • email
    The email address of the contact associated with the ticket.
  • phone_number
    The phone number of the contact associated with the ticket.
  • Category
    The category applied to the ticket.
  • Assigned Team
    The name of the team assigned the ticket.
  • Assigned Admin Name
    The name of the admin associated with the ticket.
  • Assigned Admin Email
    The email address of the admin associated with the ticket.
  • Snoozed Until
    The date until which the ticket will be on hold.
  • Ticket Part Count
    The numerical value of how many parts the ticket comprises.
  • Ticket ID
    The unique ID of the ticket in Intercom.
  • Ticket Type
    The type of the ticket as listed in Intercom.
  • Ticket name
    The name of the ticket as submitted by the contact.
  • Ticket description
    The description of the ticket as submitted by the contact.
  • Shared
    Whether or not the ticket was shared by the support agent. (true/false)
Resolved Ticket

Resolved Ticket

This event is tracked when a ticket is marked as Resolved in Intercom. Klaviyo's tracking of this event includes the following information about the resolved ticket:

  • Contact email
    The email address of the contact associated with the ticket.
  • Contact phone
    The phone number of the contact associated with the ticket.
  • Category
    The category applied to the ticket.
  • Team name
    The name of the team assigned the ticket.
  • Admin name
    The name of the admin associated with the ticket.
  • Admin email
    The email address of the admin associated with the ticket.
  • Ticket ID
    The unique ID of the ticket in Intercom.
  • Ticket name
    The name of the ticket as submitted by the contact.
  • Ticket description
    The description of the ticket as submitted by the contact.
  • Is shared
    Whether or not the ticket was shared by the support agent. (true/false)
Synced contact data

Synced contact data

In addition to the metrics Klaviyo syncs from Intercom, Klaviyo will also create a unique profile for every guest that we sync. When we sync contact information, there are also certain custom properties that may get added to each Klaviyo Profile. You can use these properties in segments and in flows. Here are the properties that are automatically synced from Intercom:

  • Email
  • Phone Number
  • First Name
  • Last Name
  • Avatar image URL
  • City 
  • Country
  • Region
  • Intercom contact ID
  • Contact role
  • Intercom_has_hard_bounced
  • Intercom_marked_email_as_spam
  • Intercom_unsubscribed_from_emails
  • Intercom_opted_out_subscription_types_count
  • Intercom_custom_attributes
  • Intercom_tags
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