Configure an Intercom integration

Who can use this feature?

A connection is an authentication mechanism to allow Totango to integrate with another system. Each connector has different requirements for connection. You can reuse connections to support multiple integration jobs with different schedules (one-time or custom cadence). 

Learn more about system support attributes and other areas of Totango to leverage support and ticketing data.

1. Create an Intercom access token

The Totango connection requires an access token. Create and copy this token prior to creating the connection.

  1. Log into Intercom developer console.
  2. Click Your Apps, and then click New app.
  3. In the New app window, enter the following properties:
    • App name: Totango
    • Workspace: Choose the workspace you want to use.
    • Choose the Internal integration option.
  4. Click Create app.
  5. From the menu, go to Configure > Authentication.
  6. Copy the authentication token.

2. Create an Intercom connection with Totango

  1. In Totango, click Settings from the left nav.
  2. Expand Data Management > Customer Data Hub.
  3. From the list of active connectors (left), choose Support & Ticketing.
  4. From the list of available connectors, hover over Intercom, and click Connect (or View Integrations).
  5. Enter a name and description for the connection. Because you can have multiple connections with a connector (using different authentication profiles), a name and description helps you identify the connection later.
  6. Add the token that you copied from Intercom (see above steps).
  7. Click Connect.

You can now set up an integration using the connection.

3. Create an inbound integration job

Totango supports importing data from these objects:

  • Accounts (companies)
  • Users (contacts)
  • Collections (conversations)
  1. From within the Intercom connection, click +Create Integration.
  2. Choose from the available objects to import.
    A new integration page appears, based on the selected object.
  3. In the Data Source area, choose the object fields you want to import into to Totango.
  4. For integrations based on the Accounts object, optionally choose to Use Intercom scan and scroll API.

    We recommend enabling this option if the job fetches more than 10,000 company records. When this option is toggled on, the integration uses Intercom's Scroll API. The Scroll API allows you to fetch more than 10,000 records, which is a limit of Intercom's standard API (i.e., "Scroll already exists for this workspace" error).

    If you enable this option, you should not run more than one integration job at the same time because Intercom limits each app to having only one scroll open at a time.

  5. Click Load Preview. The Preview Data area shows the first 10 rows that match.
  6. In the Map and Format Data Fields area, Totango attempts to map the columns in the data source (Intercom) with attributes in Totango. Required attributes (keys) are mapped at the top of the list.
  7. Ensure that each source field (left) maps to the desired Totango attribute (right).
    • For each source field, you can edit the source format. This option is often used for dates, where Totango will transform the raw data from your file into the formatting you specify.
    • For each Totango attribute, you can choose a different attribute to map to if the auto-mapping wasn't correct.
    • Totango may also denote attributes to add as new if it didn't find an existing attribute. (Supported data types for adding new from the integration job include Text, Number, Currency, Date, Foreign Key.) 
    • Hover next to a mapping to remove it from the integration job. This option is useful if you don't want to modify the source file but want to skip a column.
    • Hover next to a mapping to optionally add a note to reference later or document the logic behind this mapping.
    • You can add new mapping to re-use a column from the data file or open the Function Editor and add a constant to all rows or some other logic.
  8. Click Validate Mapping. The validation must be successful in order to proceed.
  9. Preview the data in the file to ensure it looks correct.
  10. From the Settings area, set the following:
    • Name: Because you can later upload data for the same object, a name and description helps  you identify the job later.
    • Description: Add a description for the job.
    • Allow new accounts/objects creation: Allow new records to be created during the integration. If disabled, only records that already exist in Totango will be affected by the job (e.g., attribute values may be set but new records will be ignored).
    • Automatically resolve matching conflicts: If a conflict exists, choose the more recent value over the existing.
  11. From the Schedule area, set the following:
    • Run: Choose the recurring schedule you want this job to run.
    • Sync immediately after saving: Run the job now and then run according to the schedule thereafter, or run it according to the next schedule only.
    • Enable integration scheduling: Allow the scheduling job. If unchecked, the job will be saved in a disabled state.
  12. Click Save and Sync.
  13. The job is saved, and you can monitor upload progress in real time. The sync status changes automatically as the job completes.
  14. Click inside a job to view more details.

Data will be immediately reflected in the UI once the processing is done for the selected job.

Best practices

  • The best practice is to map the Intercom Company attribute to Totango Account ID. Please make sure that all Intercom objects imported to Totango have one and only one Company attribute.
    • If the Account ID does not exist as a field in Intercom, make sure the Company ID (from Intercom) exists in Totango as a foreign key (Canonical ID), and use it instead.
  • Intercom does not have an incremental mode update. Only full sync.
  • Intercom returns the dates as unix timestamp. Within Function Editor, use the following function to convert the value to ISO Date:
    TEXT(Sum(DATEVALUE(DATE(1970,1,1)), DIVIDE(Source_Attribute,86400)), "YYYY-MM-DD")



Question: How do I report on Intercom data from within Totango?

Answer: Using a collection integration job within an Intercom connection, you can bring Intercom conversations into a data table within Totango's account profiles. This collection widget allows your teams to see the Intercom conversations as line items in the data table.

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