Implemented

Integrating Intercom and Gainsight


Userlevel 3
We're new to Gainsight and would like to hear from other customers who have used the API or S3 Connector to send information from Intercom to Gainsight, and vice versa.


14 replies

Userlevel 5

Hi Everyone,

 

We are very close to making the Intercom connector available (along with many other new connectors!). We will have limited Beta availability next month and GA soon after.

 

Thanks,

Kunal

Userlevel 5

Thanks @ashleyunity and @gunjanm. That helps! 

Userlevel 6

Hello Everyone!

Happy to announce that your request has been considered and included as part of the November Patch release (SFDC / NXT). Gainsight integration with Intercom allows data to be synced from a few source objects like Conversations, Company, and Contacts, from the Intercom system to Gainsight.

This feature is implemented in both SFDC & NXT versions.

Thanks for posting!

Userlevel 2

Looking forward to the connector!  Do you have preliminary details on what will be included?  And how can we sign up to be a part of the beta?

Userlevel 7
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Bumping this to top for more visibliltiy.

Userlevel 7
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Bump! Looking for info on this.

Userlevel 5

@ashleyunity  @gunjanm 

 

What data are you looking to bring in to Gainsight from Intercom?

Userlevel 7
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@ashleyunity and @gunjanm did you get a chance to view comments posted by @kunal_bhat  

Userlevel 3

Hi @sai_ram @kunal_bhat ,

 

Several teams are using Unity, across Customer Success, Sales, and Marketing. At a minimum, it would be great to bring in Intercom conversation data in a similar flow as the Zendesk Connector. Currently we are Copy/Pasting chats directly into the Timeline, which is a large manual effort for our CSAs, and misses all of the productivity metrics. We also use Intercom’s CSAT function, so we would like to bring in the results to the Survey Object. 

 

Userlevel 7
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@sai_ram @kunal_bhat I’m speaking on behalf of a client, so I can’t get too deep into the intricacies as I’m not familiar with the Intercom terminology, but the biggest ones would be historical engagement, existing segments, and unsubscribe data. 

Userlevel 3
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@kunal_bhat We are looking for the same, do we have an answer posted for this? Thanks!

Userlevel 7
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@ml2019, @ashleyunity - there are quite a few options to bring the data into Gainsight. 

 

Salesforce Connector
If you are using Salesforce as your CRM, you could use the Intercom to SFDC connector. Through this connector, you can load the Intercom messages as tasks in Salesforce and attribute it to the correct contact. Once in SFDC, it’s pretty straight forward.

If you are on the SFDC version, you will just need to pull in the data into the C360 or start using it for rules and/or journeys.

If you are on Nxt, you can use the Connector or Rules Engine to pull the data into Gainsight. Here is some additional info:


S3 Import

Alternatively, you could manually export the message from Intercom and then import it via S3 in Gainsight. This will be a bit more manual and will require human intervention each time you want to import the data. Here’s how to:

 

And last but not least, if you are really technical, you could connect the APIs. That would create the most robust solution but will require a lot more time to setup. 

 

Hope this helps!

Userlevel 7
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@kunal_bhat Awesome!

Userlevel 3

Hi Everyone

The Intercom Connector has been released as part of the new Connectors Horizon Experience. 

Please find the documentation here: 

NXT: https://support.gainsight.com/Gainsight_NXT/Connectors_(Horizon_Experience)/Other_Connectors/Intercom_Connector

SFDC: https://support.gainsight.com/SFDC_Edition/Connectors_(Horizon_Experience)/Other_Connectors/Intercom_Integration

 

For enabling the Connectors Horizon Experience, please reach out to your CSMs. 

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