Intercom
Analyze customer conversations, engagement, and team performance
Connect Intercom to Scoop to analyze your customer messaging data, track conversation trends, monitor response times, and understand customer engagement patterns.
AI-Assisted Setup
When connecting Intercom to Scoop, choose "Guide me with AI" for an intelligent, guided setup experience.
Available Analysis Templates
| Template | Object | Data Mode | Best For | What You'll Analyze |
|---|---|---|---|---|
| Conversation Volume & Response (Default) | conversations | Snapshot | Support operations | Volume trends, response times, team assignments |
| Customer Engagement | contacts | Sync | User tracking | Activity patterns, engagement metrics |
| Company Revenue & Users | companies | Sync | Account analysis | MRR, user counts, company health |
| Support Team | admins | Sync | Team management | Team directory, availability |
| Tag Categories | tags | Sync | Organization | Tag inventory for categorization |
Example Questions You Can Answer
Conversation Analysis:
- "How many conversations were opened this week?"
- "What's our average response time?"
- "How many conversations are currently open vs closed?"
- "Which channels generate the most conversations (chat, email, social)?"
- "What's our conversation volume trend over time?"
Response Performance:
- "How long are customers waiting for a response?"
- "Which team has the best response times?"
- "How many conversations are priority vs non-priority?"
- "What's our median time to first response?"
- "How does response time vary by channel?"
Customer Engagement:
- "When were customers last active in our product?"
- "How many users vs leads do we have?"
- "Which customers haven't been contacted recently?"
- "What's our email unsubscribe rate?"
- "How does engagement vary by customer segment?"
Company Metrics:
- "What's our total MRR across companies?"
- "Which companies have the most users?"
- "How does support volume correlate with company plan?"
- "Which industries have the highest engagement?"
- "What's our company growth trend?"
Need Something Different?
If the templates above don't match your needs, select "Something else" and describe what you want to analyze. For example:
- "I want to track conversation tags to identify common issues"
- "I need to see team workload by admin"
- "I want to analyze response times by company plan"
Scoop's AI will recommend the right configuration for your specific use case.
Snapshotting for Conversation Analysis
Conversations change over time - they get assigned, snoozed, closed, and reopened. Configure your Conversations extract as a Snapshot dataset to:
- Track conversation queue size over time
- Monitor response time trends
- Analyze how conversations flow through states
- Compare support metrics day-over-day
Pro Tip: Enable snapshotting on day one for conversations. Customer success teams need historical data to identify trends in support volume and response times.
Connecting Intercom to Scoop
- Create a new dataset in Scoop
- Select Intercom from the application list
- Select your data region (US, EU, or AU) if prompted
- Authorize Scoop to access your Intercom workspace
- Choose your analysis template or customize
- Save and extract data
What Data You Get
Conversations (14 fields)
Customer support interactions and chats.
| Field | Description |
|---|---|
| Conversation ID | Unique identifier (prefixed with IC) |
| Title | Conversation subject |
| State | open, closed, or snoozed |
| Is Open | Whether conversation is currently open |
| Is Read | Whether conversation has been read |
| Priority | priority or not_priority |
| Created Date | When conversation started |
| Updated Date | Last activity time |
| Waiting Since | Time since last customer response |
| Snoozed Until | When snoozed conversation will reopen |
| Source Type | Channel: conversation, email, twitter, facebook |
| Author Type | Type of user who started the conversation |
| Assignee ID | Admin assigned to conversation |
| Team ID | Team assigned to conversation |
| Tags | Conversation labels |
Contacts (16 fields)
Customers and leads who interact with your product.
| Field | Description |
|---|---|
| Contact ID | Unique identifier |
| External ID | Your system's user ID |
| Contact email | |
| Phone | Phone number |
| Name | Contact name |
| Role | user or lead |
| Created Date | When contact was created |
| Updated Date | When contact was last modified |
| Signed Up Date | When they signed up for your product |
| Last Seen Date | Last product activity |
| Last Contacted Date | When you last messaged them |
| Last Replied Date | When they last responded |
| Owner ID | Assigned admin |
| Hard Bounced | Whether emails to this contact have bounced |
| Unsubscribed | Email opt-out status |
| Tags | Contact labels |
Companies (14 fields)
Customer organizations with revenue data.
| Field | Description |
|---|---|
| Company ID | Unique internal identifier |
| External Company ID | Your system's company ID |
| Name | Company name |
| Plan | Subscription plan name |
| Monthly Spend | Monthly revenue from this company |
| User Count | Number of users at company |
| Session Count | Total sessions |
| Created Date | When company was created |
| Updated Date | When company was last modified |
| Last Request Date | Last activity date |
| Size | Company employee count |
| Industry | Business industry |
| Website | Company website |
| Tags | Company labels |
Admins (7 fields)
Team members who handle conversations.
| Field | Description |
|---|---|
| Admin ID | Unique identifier |
| Name | Team member name |
| Email address | |
| Job Title | Role/title |
| Away Mode | Whether admin is away |
| Away Reassign | Whether to reassign conversations when away |
| Team IDs | Teams admin belongs to |
Tags (2 fields)
Labels for organizing conversations, contacts, and companies.
| Field | Description |
|---|---|
| Tag ID | Unique identifier |
| Name | Tag name |
Analysis Examples
Conversation Trends
Track conversation volume and performance:
- Daily/weekly/monthly conversation volume
- Open vs closed ratio over time
- Response time trends
- Channel distribution (chat, email, social)
Response Time Analysis
Monitor support speed:
- Average/median response time
- Time to first response
- Waiting time distribution
- Response performance by team
Customer Engagement
Understand user activity:
- Active vs inactive users
- Last seen distribution
- Engagement by company segment
- Lead vs user ratio
Revenue Insights
Analyze company metrics:
- MRR by company
- Users per company
- Revenue concentration
- Plan distribution
Best Practices
- Start with Conversations: Core support metrics live here
- Enable Snapshotting: Track support queue and response times over time
- Combine with Companies: Blend conversations + companies for revenue-correlated analysis
- Use Tags: Intercom tags help categorize conversations and customers
Troubleshooting
Connection Issues
- Verify you have admin access to Intercom
- Ensure the correct region is selected (US, EU, AU)
- Check that required permissions are authorized
Missing Data
- Only data you have permission to access is included
- Archived conversations are included but marked appropriately
- Some company fields require Intercom's company tracking feature
Updated 2 days ago