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Overview

Connect Intercom to track support conversations, analyze ticket sentiment, and identify at-risk clients based on support patterns. Lars uses this data to proactively alert you when clients need attention.

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Features

Conversation Import

Sync all customer conversations with sentiment analysis and resolution tracking

Contact & Company Sync

Import customer profiles and company information for complete client view

Support Analytics

Track response times, resolution rates, and customer satisfaction patterns

Health Insights

Incorporate support interactions into overall client health scoring

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Setting Up Intercom Integration

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Prerequisites

Before connecting Intercom:
  • Intercom admin access or app installation permissions
  • Understanding of your Intercom workspace structure
  • Knowledge of which conversations and data to sync

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Connection Process

1

Start OAuth Flow

Navigate to /api/integrations/intercom/start or click “Connect Intercom”
2

Authorize Stanna

Sign in to Intercom and grant permissions for:
  • Reading conversations and messages
  • Accessing contact and company data
  • Viewing conversation metadata and tags
  • Reading user and admin information
3

Confirm Connection

Verify at /api/integrations/intercom/status:
  • Connection status and last sync
  • Available data access scopes
  • Workspace information
4

Initial Data Import

Start first sync with POST /api/integrations/intercom/sync:
  • Import existing conversations
  • Sync contact and company data
  • Begin sentiment analysis processing

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Data Import & Processing

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Conversation Data

What Gets Imported:
  • All customer conversations (inbound and outbound)
  • Message content for sentiment analysis
  • Conversation metadata (tags, priority, resolution status)
  • Response times and resolution metrics
  • Participant information (customers, admins, teammates)
Conversation Analysis:
  • Sentiment scoring for customer messages
  • Issue resolution tracking
  • Response time calculations
  • Customer satisfaction indicators

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Contact & Company Information

Customer Profiles:
  • Contact details (name, email, phone)
  • Company association and role
  • Custom attributes and properties
  • Last seen and engagement data
Company Data:
  • Company names and domains for client matching
  • Custom company attributes
  • Plan and subscription information
  • Usage and engagement metrics

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Historical Data Import

Use backfill for comprehensive history:
  • Endpoint: POST /api/integrations/intercom/backfill
  • Scope: Configurable timeframe (default 2 years)
  • Data Types: Conversations, contacts, companies
  • Processing: Background processing with progress tracking

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Support Analytics

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Conversation Metrics

Track key support performance indicators:
  • First Response Time: How quickly initial replies are sent
  • Resolution Time: Time from first message to closure
  • Message Volume: Conversation frequency per client
  • Satisfaction Scores: Customer ratings and feedback

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Issue Pattern Recognition

Identify trends in support interactions:
  • Common Issues: Recurring problem types by client
  • Escalation Patterns: When conversations require management attention
  • Feature Requests: Client suggestions and enhancement requests
  • Churn Indicators: Support patterns that correlate with client risk

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Health Score Impact

Support data influences client health:
  • Recent positive resolutions boost health scores
  • Escalated issues or complaints lower scores
  • Response satisfaction affects relationship strength
  • Issue frequency indicates potential problems

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API Endpoints

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Core Integration Management

GET  /api/integrations/intercom/start     # OAuth initiation
GET  /api/integrations/intercom/callback  # OAuth callback
GET  /api/integrations/intercom/status    # Connection status
POST /api/integrations/intercom/sync      # Manual sync
POST /api/integrations/intercom/backfill  # Historical import

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Data Access

GET /api/integrations/status              # All integrations status
POST /api/ingest/run                      # Full data sync
GET /api/ingest/status                    # Sync progress

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Configuration & Settings

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Sync Preferences

Configure what data to import:
  • Conversation Types: Choose inbox sources to include
  • Date Range: Set historical import timeframe
  • Contact Filters: Include only active or engaged contacts
  • Company Matching: Configure domain-based client mapping

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Data Processing Options

Customize how data is handled:
  • Sentiment Analysis: Enable/disable for different message types
  • Tag Processing: Map Intercom tags to Stanna client tags
  • Priority Mapping: Convert Intercom priorities to health indicators
  • Team Member Filtering: Include only specific admin responses

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Sentiment Analysis

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Customer Message Analysis

Stanna analyzes customer messages for:
  • Frustration Indicators: Language showing dissatisfaction
  • Satisfaction Markers: Positive feedback and compliments
  • Urgency Levels: Time-sensitive issues and requests
  • Feature Sentiment: Reactions to product features or changes

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Resolution Quality

Measure support effectiveness:
  • Resolution Satisfaction: Customer feedback on solutions
  • Issue Recurrence: Whether problems are fully resolved
  • Proactive vs Reactive: Identifying proactive support opportunities
  • Knowledge Gap Indicators: Areas needing documentation or training

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Troubleshooting

Check These Items:
  • Verify Intercom workspace is active and accessible
  • Confirm OAuth permissions include conversation access
  • Check date range settings for historical import
  • Review conversation filters and inclusion criteria
Debugging Steps:
  1. Test connection at /api/integrations/intercom/status
  2. Try manual sync with a specific date range
  3. Check Intercom API logs for any errors
  4. Verify conversations exist in specified inboxes
Common Problems:
  • Company domains missing or inconsistent in Intercom
  • Email domain variations (www, subdomains)
  • Multiple companies for single client domain
  • Custom company naming conventions
Solutions:
  1. Standardize company domains in Intercom
  2. Update client domains in Stanna to match Intercom
  3. Use manual client matching for edge cases
  4. Review and clean up duplicate company records
Understanding Limitations:
  • Support conversations may have different tone than general business communication
  • Customer frustration doesn’t always indicate relationship risk
  • Context matters - some “negative” sentiment is resolved quickly
Improvement Strategies:
  1. Review conversation resolution outcomes
  2. Use manual attribution to provide context
  3. Weight support sentiment differently than email sentiment
  4. Focus on resolution patterns rather than individual message sentiment

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Best Practices

Response Time Tracking

Monitor and improve response times for better client relationships

Issue Documentation

Use conversation insights to improve product documentation and reduce support volume

Proactive Support

Identify patterns to reach out before clients experience issues

Team Training

Use sentiment data to identify training opportunities for support team

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Advanced Features

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Custom Attributes

Map Intercom custom attributes to Stanna:
  • Client tier or plan information
  • Feature usage and adoption data
  • Custom satisfaction scores
  • Account health indicators

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Conversation Tags

Utilize Intercom tags for enhanced insights:
  • Map tags to client categories or issue types
  • Use tags for filtering and segmentation
  • Track resolution patterns by tag
  • Create custom health indicators based on tag patterns

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Workflow Integration

Integrate with Intercom workflows:
  • Trigger Stanna updates from Intercom automation
  • Use Stanna health scores in Intercom routing
  • Create cross-platform task management
  • Synchronize client status updates

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Privacy & Security

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Data Handling

  • Conversation Privacy: Only authorized team members access imported conversations
  • Customer Consent: Ensure compliance with privacy policies
  • Data Retention: Configurable retention periods for conversation data
  • Secure Storage: All conversation data encrypted at rest

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Access Control

  • Role-Based Access: Control who can view different types of support data
  • Audit Logging: Track all access to customer conversation data
  • Data Anonymization: Option to anonymize sensitive information
Sensitive Information: Be aware that customer conversations may contain sensitive information. Ensure your team follows appropriate data handling procedures.
Custom Workflows: Need help setting up custom Intercom workflows with Stanna? Contact support@gostanna.com for consultation.