Intercom

Capture new Intercom conversations as feedback.

What you will need

  • Client secret

Steps

In FeedbackFlow, open your project, go to Integrations, and select Intercom. Then:

  1. 1

    Open the Intercom Developer Hub, select your app (or create one), go to Basic Information, and copy the Client Secret into FeedbackFlow.

  2. 2

    Under Webhooks, add this Request URL:

    https://www.usefeedbackflow.com/api/ingest/intercom/YOUR_PROJECT_ID
  3. 3

    Subscribe to the conversation.user.created topic and save.

Replace YOUR_PROJECT_ID with the ID of your project, shown on the integration setup screen.

What gets captured from Intercom

The customer’s opening message on a newly created conversation, via the conversation.user.created topic. Replies on an existing conversation are not ingested. Intercom sends HTML bodies, which are converted to plain text before triage, and the ping topic is acknowledged so Intercom’s endpoint test passes.

Check that it worked

  1. Use "Send a test request" in the Intercom webhook settings. A ping returns 200.
  2. Start a new conversation from the Messenger as a visitor rather than as a teammate.
  3. The opening message appears in the inbox with the visitor’s email attached as identity.

If it is not working

Every delivery returns 401
The value in FeedbackFlow has to be the app’s Client Secret from Basic Information, not an access token. Access tokens do not sign webhooks and will never verify.
The ping passes but real conversations never arrive
The webhook is subscribed to the wrong topic. conversation.user.created is the only topic that ingests; other conversation topics return 200 and are ignored.
Teammate replies are missing
By design. Only the customer’s first message is feedback, and ingesting your own team’s replies would triage your support answers.

Still stuck? Widget and integration troubleshooting covers the problems that are not specific to Intercom.

Open the Intercom docs