Intercom Integration

Connect Index with Intercom to streamline customer feedback and product planning

Intercom Integration

Index's Intercom integration creates a seamless connection between customer conversations and product planning, allowing you to capture feedback, track feature requests, and make data-driven product decisions based on real customer insights.

Key Features

Capture Customer Feedback

Easily convert Intercom conversations into actionable product feedback in Index. Customer-facing teams can flag important feedback with a single click, ensuring valuable insights are captured and considered in your product planning.

Track Feature Requests

Automatically track and categorize feature requests from Intercom conversations. See which features are most requested by your customers and prioritize your roadmap accordingly.

Link Projects to Customer Conversations

Connect Index projects with relevant Intercom conversations to maintain context about customer needs. When reviewing a project, you can quickly access the original customer conversations that inspired it.

Customer Insights Dashboard

Access a dashboard in Index that aggregates customer feedback from Intercom, showing trends and patterns to inform your product decisions.

Getting Started

Connecting Your Intercom Account

  1. Go to Settings > Integrations > Intercom
  2. Click Connect Intercom Account
  3. Authorize Index to access your Intercom workspace
  4. Configure which Intercom teams and conversation types to sync
  5. Click Save

Setting Up Feedback Capture

To enable feedback capture from Intercom conversations:

  1. Go to Settings > Integrations > Intercom
  2. Click Configure Feedback Capture
  3. Select which conversation attributes to include with captured feedback
  4. Choose default categorization options for feedback
  5. Click Save

Using the Intercom App

Once the integration is set up, your team can use the Index app within Intercom:

  1. Open any conversation in Intercom
  2. Click the Index icon in the apps panel
  3. Select Capture Feedback or Link to Project
  4. Add any additional context or tags
  5. Click Submit

Use Cases

Customer Feedback Collection

Support and success teams can easily capture valuable feedback during customer conversations without disrupting their workflow:

  1. Customer shares feedback during a support conversation
  2. Support agent clicks "Capture Feedback" in the Index app
  3. Feedback is automatically added to Index with a link to the original conversation
  4. Product managers can review and prioritize the feedback

Feature Request Tracking

Track and quantify feature requests coming through Intercom:

  1. Customer requests a specific feature
  2. Support agent tags the conversation with the appropriate feature request category
  3. Index aggregates all requests for that feature
  4. Product managers can see which features are most requested by customers

Closing the Feedback Loop

When features inspired by customer feedback are released:

  1. Find the original feedback in Index
  2. Click the link to the Intercom conversation
  3. Reply to the customer letting them know their feedback led to a new feature
  4. Mark the feedback as "Implemented" in Index

Customer Research

Use the integration for targeted customer research:

  1. Identify customers in Intercom who might benefit from a planned feature
  2. Reach out through Intercom to gather more specific requirements
  3. Link their responses to the relevant project in Index
  4. Use their insights to refine your product plans

Best Practices

Define Clear Categorization

Create a consistent taxonomy for categorizing customer feedback and feature requests. This makes it easier to analyze trends and prioritize effectively.

Train Customer-Facing Teams

Ensure your support and success teams understand how and when to capture feedback in Intercom. Provide guidelines on what constitutes valuable feedback versus general support inquiries.

Regular Review Cycles

Schedule regular review sessions to go through newly captured feedback from Intercom. This ensures insights are incorporated into your product planning in a timely manner.

Quantify Impact

When capturing feedback, encourage team members to note the potential impact or importance to the customer. This helps with prioritization and understanding the business value of addressing the feedback.

Close the Loop

Always update customers when their feedback leads to product changes. This builds trust and encourages more feedback in the future.

Troubleshooting

Connection Issues

If the Intercom integration stops working:

  1. Go to Settings > Integrations > Intercom
  2. Click Test Connection to verify the integration is working
  3. If issues persist, click Reconnect to reestablish the connection

Missing Feedback

If feedback isn't appearing in Index as expected:

  1. Check that the user has the necessary permissions in both Intercom and Index
  2. Verify that the feedback capture is configured correctly
  3. Ensure the Index app is properly installed in your Intercom workspace

App Not Appearing in Intercom

If the Index app isn't showing in Intercom:

  1. Go to Settings > Integrations > Intercom
  2. Click Reinstall App to reinstall the Index app in Intercom
  3. Refresh your Intercom interface

For additional help, contact support@index.inc.