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Documentation/Destinations/Intercom
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Documentation

Intercom

Table of Contents
Setup
Intercom provides customer messaging apps for sales, marketing, and support.

Setup

To setup an Intercom destination, you need to input your Intercom Access Key.To access your Intercom Access Key, log on to Intercom, and then go to your Developer Hub. Then, go to the Configure > Authentication section in your app, as shown below, and copy your Access Token.For more information, visit Intercom's official docs on how to get your access token.

Integration Features

With the Intercom destination, Hightouch can create and update both contacts objects and company objects within the Intercom Contacts Model and Intercom Company Model respectively.
ObjectDefinition
Contact ObjectsContact objects allow you to represent and provide information on individual users. All contact objects will be represented as users or leads as marked by the role attribute. The Intercom destination has three different possible modes.
Company ObjectsCompany objects allow you to represent and provide information on organizations using your product. Each company will have its own description and be associated with contacts.
The Intercom destination has three possible modes:
  • Insert — Insert mode pushes new objects to Intercom, and does not update the objects as they change in your warehouse.
  • Upsert — Upsert mode pushes new objects to Intercom and updates fields that change in your warehouse.
  • Update — Update mode updates particular fields on existing objects in Intercom.

Modes

Insert

Insert is the simplest of modes for pushing to Intercom. In this mode new objects will be inserted into Intercom, but future changes to columns of those objects will not be reflected in Intercom.This mode is good for the following scenarios:
  • You want to push objects into Intercom, but don't care if the data within each row remains up to date.

Upsert

In this mode, new objects will be inserted into Intercom and all designated columns will be kept up-to-date within Intercom.This mode is good for the following scenarios:
  • You want to push contact objects or company objects into Intercom and want to keep the data up-to-date.
For a company object, if a company is not found via `company_id`, a new company will be created, if found, that company will be updated.

Update

In this mode, selected columns will be updated for a given object within Intercom. For example, you could add an LTV(Loan-to-Value ratio) column to an contact object or company object. This mode does not create new rows for an object within Intercom. Instead, it updates columns on existing objects.Update mode requires you to have access to the IDs of the objects you want to update within your warehouse.This mode is good for the following scenarios:
  • You have objects in Intercom that you want to add additional information to.
  • You want to continuously sync data from your warehouse and add this data to existing objects within Intercom.
  • You already have access to Intercom object IDs within your warehouse.
For a company object, `company_id` cannot be updated. In a situation where a `company_id` must be changed, the company will need to be deleted and the data reuploaded under the new `company_id`.

Configuration parameters

The Intercom Destination has 5 configuration parameters common to each of the three modes:
NameDescription
Intercom Object TypeThe name of the object type that will be pushed into Intercom. The options are Contact or Company.
Intercom Property serving as Unique User IdentifierThe name of the Intercom object property that will act as the Unique User Identifier for the Hightouch query. The options are email and external_id.
Hightouch Column mapping to Intercom Unique User IdentifierThe name of the column on the Hightouch query that maps to the Intercom Unique User Identifier.
Hightouch to Intercom Default Field MappingsA list of Hightouch columns that will be pushed to new objects in Intercom from default fields(id, created_at, first_name, etc).
Hightouch to Intercom Custom Field MappingsA list of Hightouch columns that will be pushed to new objects in Intercom from custom made fields.