# 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

1. Create a new dataset in Scoop
2. Select **Intercom** from the application list
3. Select your data region (US, EU, or AU) if prompted
4. Authorize Scoop to access your Intercom workspace
5. Choose your analysis template or customize
6. 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 |
| Email | 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 | 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