Intercom

About Intercom integration

This integration allows you to create feedback tickets in Timebook from messages in Intercom, and synchronize contacts between both services.

Configuration

Method 1: OAuth

1

Go to Workplace settings → Integrations and switch to the Intercom tab. Select OAuth as the method and click the button to proceed.

2

OAuth comes only with permissions necessary to perform the integration. Click 'Authorize' access to finish configuration.

Intercom OAuth integration screen

Method 2: Access token

1

Go to Workplace settings → Integrations and switch to the Intercom tab. Select Access token as the method and click the button to begin configuration.

2

In your Intercom account, go to Settings → Integrations and open the Developer Hub:

Developer Hub location in Intercom settings

3

Next, create a new app for your Intercom workspace:

Creating new app in Intercom Developer Hub

4

The app comes with an authentication token. Timebook requires the following permissions to work:

People and conversation data:
Read and list users and companies
Read and write users
Read one user and one company
Read conversations
Read tags

Workspace data:
Read admins

Required permissions for authentication token

5

When ready, go to the Authentication and copy the access token:

Access token location in Intercom app settings

Then, paste the token back to Timebook and click 'Connect' to authenticate Intercom:

Integration details in Timebook

6

The next step is configuring the webhook that will allow us to track events in real-time. For this, we need the webhook URL.

Go back to your application in Intercom, switch to the Basic information tab, and copy the client secret:

Clien secret location in Intercom app settings

Paste the secret in Timebook and click 'Generate webhook URL':

Webhook configuration in Timebook

7

Copy the URL and switch back to the Webhooks tab in your Intercom app. Generate a new webhook with the topics listed below. When ready, paste the copied URL in the Endpoint URL input to finish configuration.

Admin
conversation.admin.noted
conversation.admin.replied
conversation.operator.replied
conversation.user.replied

ConversationPart
conversation_part.redacted
conversation_part.tag.created

Required Intercom webhook topics

Synchronization

Once integrated, you can select whether you want to synchronize feedback, contacts, or both.

What you need to know

• Messages marked for sync will appear in the feedback inbox of the selected Timebook product

• Syncing contacts will reproduce all entries from Intercom's 'Contact' tab as contacts in Timebook

The options are available in Workspace settings → Integrations → Intercom:

Syncing feedback

Synchronization is triggered by adding a predefined to a conversation in Intercom.

Intercom integration options in workspace settings

Defining tags

1

In the Intercom settings, go to Data → Tags and add the triggering tag or tags.

Tag list in Intercom settings

2

Next, go to product settings in Timebook and look up Intercom in the Feedback tab.

3

Flip the switch to activate the integration and fetch the tags from your Intercom account. Next, select the tags that you want to use from the dropdown menu.

Trigger tags in Intercom integration settings

Escalating messages

1

To create a feedback ticket from a message, apply the selected tag in the conversation details menu:

Applying tag to conversation in Intercom

The feature does not work retroactively, i.e. it will only work for tags applied after setting up the integration in Timebook.

2

Once the tag is applied, a new ticket will appear in the feedback inbox:

Example Intercom conversation escalated to feedback ticket in Timebook

Syncing contacts

Contrary to messages, contacts are synchronized at the very moment you flip the designated switch in the integration settings. This means that:

• Timebook will fetch all entries from the 'Contacts' tab in Intercom and reproduce them to Contacts.

• Every time a new entry appears in Intercom, it will be automatically added to Timebook.

• No manual action is required from the user to synchronize contacts.