When you enable Planhat's Intercom integration all future relevant conversations will automatically be saved in Planhat as they occur 🎉.

Planhat stores conversations that your end-users are involved in. If you have the relevant settings enabled in Planhat we may also identify and add new end-users and their related conversations.

📣 Pro tip: when receiving user tracking events or when we sync your emails, we can match email domains of involved contacts with domains of existing companies, and create new contacts in Planhat. If you would like this setting enabled please contact your CSM or support who can enable it for you.

To summarise, Planhat's Intercom integration does the following:

  • Syncs any relevant Intercom conversations into Planhat. These conversations are logged against the company and end-user profiles. You can also access your Intercom conversations on the "Conversations" module.

  • All conversations coming from Intercom are labeled as "Chat" conversation type.

  • Enables you to send Intercom messages to your end-users from Planhat. If you would like to know more about this, check out this article 👍.

🚀 Quick tip: when you're on the "Conversations" module, if you want to filter on Intercom conversations you need to use the following rule: "Type > equal to > chat" in the search bar or in a filter.


Setting up Intercom

To setup Planhat's Intercom integration simply follow these 3 steps:

  1. Click on your avatar in the bottom left corner of Planhat, select "Integrations" then "Intercom".

  2. You will see a toggle button at the top of the page which will be set to "NO", click on the toggle button and it will turn blue with "YES" on display.

  3. Click on the button that says "Connect with Intercom" and connect your account.

🚀 Quick tip: when you hit the "Fetch All" button in the Intercom integration page all relevant Intercom conversations over the past 60 days are saved in Planhat.

📣 Pro tip: under "Fetch All" there's a setting called "Allow fetching labels", if you enable this setting the labels from the external system will be created in Planhat.

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