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Intercom

Know your customers behind every request. Connect Intercom to enrich feedback posts with contact data, company information, custom attributes, and tags -- so you can understand who is asking for what and why.

Overview

The Intercom integration provides:

  • Capture feedback -- turn Intercom conversations into feedback posts without leaving your inbox
  • Customer context -- enrich feedback with Intercom contact data like plan, company, and conversation history

Intercom is an enrichment integration. It pulls contact data into Quackback to give you context on the customers behind your feedback. It does not send notifications to Intercom.

Prerequisites

  • Admin access to your Quackback workspace
  • An Intercom workspace with admin access
  • An Intercom OAuth application (created in the Intercom Developer Hub)

Setup

1. Create an Intercom OAuth Application

  1. Go to the Intercom Developer Hub
  2. Create a new app
  3. Copy the Client ID and Client Secret
  4. Add your Quackback OAuth callback URL as a redirect URI

2. Configure Platform Credentials

  1. Go to Admin → Settings → Integrations → Intercom
  2. Enter the following credentials:
    • Client ID from your Intercom application
    • Client Secret from your Intercom application

3. Connect Your Workspace

  1. Click Connect to Intercom
  2. You'll be redirected to Intercom to authorize the application
  3. Review the permissions and click Authorize

After authorization, Quackback stores your Intercom app ID and workspace name.

4. Verify the Connection

Once connected, verify the integration shows as active in Admin → Settings → Integrations → Intercom.

How It Works

Contact Lookup

When you view a feedback post, Quackback can look up the author's email in Intercom and display:

  • Name -- the contact's full name
  • Email -- the contact's email address
  • Company -- the associated company name and ID
  • Custom attributes -- any custom data fields you have on the contact (e.g., plan name, account tier, MRR)
  • Tags -- all tags applied to the contact in Intercom

Custom attributes are especially useful if you store plan or revenue data on your Intercom contacts. This data appears alongside feedback posts to help you prioritize by customer segment.

No Token Expiration

Unlike some OAuth providers, Intercom access tokens do not expire. Once connected, the integration stays active without requiring token refreshes.

Manage the Integration

Pause

Temporarily stop the integration:

  1. Go to Admin → Settings → Integrations → Intercom
  2. Toggle Enabled off
  3. Contact lookups pause, but the connection remains

Reconnect

If you see connection errors:

  1. Click Reconnect
  2. Re-authorize in Intercom

Disconnect

To fully remove the integration:

  1. Go to Admin → Settings → Integrations → Intercom
  2. Click Disconnect
  3. Confirm the action

Intercom does not support programmatic token revocation. Disconnecting removes the stored credentials from Quackback, but you may also want to revoke access from the Intercom Developer Hub.

Troubleshooting

Contact Not Found

  1. Check the email -- the lookup matches on exact email address
  2. Verify the contact exists -- confirm the contact is in your Intercom workspace
  3. Check contact type -- both leads and users are searchable

Custom Attributes Missing

  1. Verify the attribute exists -- check that the custom attribute is defined in Intercom
  2. Check the contact record -- the attribute must have a value set on the specific contact

"Authentication Failed" Error

  1. Verify your Client ID and Client Secret are correct
  2. Click Reconnect and re-authorize the app
  3. Check that the app has not been revoked in the Intercom Developer Hub

Next Steps