How To Set Up Savio’s Intercom Integration

Intercom is probably our favourite tool for customer support so we made it really easy to push feedback from Intercom messages to Savio. In this article, we’ll run through:

• Why set up the Intercom integration?

• Overview Video

• How to set up the Intercom integration

• How to pull an Intercom message into Savio as feedback

• How to pull notes into Savio as feedback

• How to jump to the original conversation from Savio

Why set up the Intercom integration?

There are two primary benefits you get from connecting your Intercom account with Savio. The integration lets you:

• Send the feedback and feature requests you receive in Intercom to Savio so you can capture it all in one place.

• Import your customers and their attributes to Savio so you can segment your feedback data to make better product decisions.

Quick overview video

How to set up the Intercom integration

To connect Intercom, follow these steps:

1. Navigate to the Integrations page.

2. Find Intercom and click the “Connect” button.

3. Click “Authorize Access” to complete the integration.

4. Choose a feedback tag.

This tag tells Savio to pull in a message from your support tool as feedback. When you apply the feedback tag to a message in your support tool, Savio will pull it into your Savio Feedback inbox as a new piece of feedback to be triaged. You might choose a tag called “Savio-Feedback” or “Feature-Request”. We recommend making sure there’s no spaces in the tag so you can use the tag to send feedback through Notes (see below).

You can choose a tag from the tags that you already have in Intercom. If you want to create a new tag, go back to Intercom, create a new tag there, and then return to Savio, refresh this page, and choose it from the list.

Choose your feedback tag from the list. To add a tag to the list, create a new tag in Intercom.

How to pull a message into Savio as feedback

Now your integration is set up. When a customer sends you a message in Intercom, you can easily push it into Savio by assigning the tag you chose during integration.

Messages tagged with the feedback tag you choose are pushed to your Savio feedback inbox.

Savio will send you a message to confirm the feedback was pulled in.

Savio will send a message to confirm the feedback was added to your inbox.

You can now see the feedback entered in your Savio feedback inbox ready to be triaged. The feedback will have the name, company, and other relevant attributes assigned directly in the feedback.

Here’s the new piece of feedback pulled into Savio directly from Intercom.

How to pull notes into Savio as feedback

You might get several different pieces of feedback in a conversation with a customer that spans multiple messages. To pull these together into a single and coherent piece of feedback, make a note in Intercom about what your customer wants. Add the feedback tag you chose as a hashtag to the note.

Here’s an Intercom note about two feature requests from a customer. The hashtag tells Savio to bring in the note as a piece of feedback—use the tag you chose during integration.

Savio will see that hashtag with your tag and know to pull it into your feedback inbox.

Savio creates a piece of feedback from your note and assigns the corresponding person and company.

You can jump to your original conversation from Savio

Sometimes a piece of feedback isn’t exactly clear and you might want to check the original conversation to understand it better. Savio makes it easy to jump back to the original messages.

To find the original conversation, navigate to the piece of feedback in Savio and click the link “View in source app”. You’ll be taken to the original conversation in Intercom so you can see the context of the feedback.

The original conversation in the source app is easily accessible from Savio via a hyperlink in your feedback.

Streamlining Data Import from Intercom with Selective Attribute Import

Savio's Intercom integration allows you to selectively import only the attributes you need from Intercom. This targeted approach to importing data ensures you work with the most relevant and useful information for managing your product feedback.

Step 1: Accessing Custom Attribute Import Settings

In your Savio dashboard, go to the 'Settings' section and select 'People and Company Attributes.' This section will now display a list of all available attributes from Intercom.

Step 2: Implementing Selective Attribute Import

In the 'People and Company Attributes' section, you can now customize which attributes to import:

• Choose Relevant Attributes: Unlike the previous all-or-nothing import approach, you can now handpick specific attributes pertinent to your feedback analysis, such as 'User Segments', 'Last Active', or 'Subscription Type'.
• Understanding Attribute Types: Be aware of different attribute types. Numerical attributes (like 'Number of Sessions') are quantifiable and useful for aggregate analysis, whereas textual attributes (like 'User Type') provide valuable qualitative insights.

Step 3: Rearranging Attributes

You also have the capability to reorder imported attributes:

• Customize Attribute Order: Adjust the sequence of attributes to align with your analysis priorities, enhancing the efficiency of your data review process in Savio.
• Technical Limitations Note: Occasionally, you might encounter issues in rearranging attributes, especially during certain operations like screen recording.

The selective attribute import feature brings several key benefits:

• Focused Data Analysis: By importing only necessary attributes, your dataset remains relevant and manageable, leading to more effective product feedback analysis.
• Efficient Data Management: Reduces clutter by avoiding the import of extraneous data, allowing you to concentrate on the metrics that are most impactful for your product decisions.

Get started

Login and head to your integrations page to get your Savio account hooked up with Intercom. If you don’t have a Savio account yet, get set up with a free trial.

Last Updated: November 30 2022