Intercom

Connect Intercom to see each feedback author's company, plan, and tags from Intercom alongside their feedback posts.

JM
James Morton
Written By James MortonLast updated 8 days ago

Know your customers behind every request. Connect Intercom to see the author's name, company, plan, and tags next to their feedback, so you can understand who is asking for what and why.

Note: On Quackback Cloud, integrations are available on the Business and Enterprise plans. Self-hosted installs include every integration.

Overview

The Intercom integration provides:

  • Customer context: look up the post author in Intercom and see their name, company, plan, and tags

Note: 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

  • The Owner or Admin role in Quackback (or a custom role that can manage integrations)
  • An Intercom workspace with admin access
  • Self-hosted only: an Intercom OAuth application (created in the Intercom Developer Hub)

Self-hosted: create your Intercom app

Note: On Quackback Cloud, skip this section. Quackback provides the Intercom app for you, so you go straight to connecting.

Self-hosted instances connect through an app you create. Do this once before you connect.

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

Save the app credentials in Quackback

  1. Go to Admin > Settings > Integrations > Intercom

  2. Enter the following credentials:

    • Client ID from your Intercom application
    • Client Secret from your Intercom application

Setup

1. Connect your workspace

  1. Go to Admin > Settings > Integrations > Intercom
  2. Click Connect Intercom
  3. You'll be redirected to Intercom to authorize the application
  4. Review the permissions and click Authorize

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

2. Verify the connection

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

How it works

Contact lookup

When you open a feedback post, Quackback looks up the author's email in Intercom and shows a card in the post's Customer context section with:

  • Name: the contact's full name
  • Company: the associated company name
  • Plan: the value of the contact's plan custom attribute, if it has one
  • Tags: all tags applied to the contact in Intercom

The card links to the contact in Intercom.

Tip: Store each customer's plan in a plan custom attribute on their Intercom contact. It then appears next to their feedback to help you prioritize by customer segment.

No token expiration

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

Manage the integration

Pause

The Intercom integration has no pause switch in its settings. To stop contact lookups, disconnect the integration.

Reconnect

If you see connection errors:

  1. Click Disconnect and confirm
  2. Click Connect Intercom and authorize again in Intercom

Disconnect

To fully remove the integration:

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

Note: Intercom does not support programmatic token revocation. Disconnecting removes the stored credentials from Quackback, but you may also want to remove the app's access in your Intercom settings.

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

Plan missing

  1. Verify the attribute exists: the card reads a custom attribute named plan
  2. Check the contact record: the attribute must have a value set on the specific contact

Connection error

  1. Disconnect the integration, then click Connect Intercom and authorize the app again
  2. Self-hosted only: verify your Client ID and Client Secret are correct, and check that the app has not been revoked in the Intercom Developer Hub

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