Vitally's Intercom integration can be used to attach data we track about your accounts back onto your Intercom companies as custom_attributes. This article explains how our push integrations work as well as the data we will push to Intercom.

Note that our push integration with Intercom adds data to your existing Intercom companies. We will not create new companies in Intercom.

Additionally, we do not create users in Intercom. Thus, there is no risk of increasing your Intercom bill when using our push integration (since Intercom charges by your number of users). 

How data gets attached to your Intercom companies

We'll modify 2 attributes on your existing Intercom companies:

  • monthly_spend - We'll set this value to the MRR of the account in Vitally. Note that you can disable this if you like.
  • custom_attributes - We'll add fields listed here to each company's custom_attributes in Intercom, prefixed with "Vitally" to easily allow you to determine which attributes were added by our integration. We also transform attribute names using the 'start case' method so they are more readable in Intercom. For example, we'll add a custom attribute named "Vitally Type", which will specify if the account in Vitally is a trial, unqualified trial, or subscribed customer.

How data gets attached to your Intercom users

Vitally gives you the ability to identify the user at each account that 'owns' the account (see Account Owners). As owners get assigned/changed in Vitally, we'll update a custom_attribute named Vitally Account Owner on your Intercom users. If the user is an owner of the account in Vitally, we'll set the attribute to true - otherwise, it will be false.

This is currently the only attribute the push integration attaches to your Intercom users.

Important note about custom_attributes

Intercom's support for custom_attributes is pretty limited. They only allow attributes to be of a string, boolean, or integer type - arrays or objects are not allowed sadly. Given that, we modify the below fields in the data we push to Intercom:

  • currentElementCounts - Because Intercom cannot handle objects, we do not send this field to Intercom. Instead, for each Element you create, we'll add a new attribute in Intercom using your Element name (prefixed with "Vitally"). The value will still be the count of Elements at that account.

    For example, if you have an Element titled "Slack Integration", we'll attach an attribute named "Vitally Slack Integration" to the company in Intercom. If the account has enabled the integration, the value will be 1. Otherwise, it will be 0.
  • currentSuccessMetricValues - See the process documented above for currentElementCounts - we'll do the same for your Success Metric values (i.e. the attribute will named "Vitally " + the metric's name, and the value will be that account's current metric value).
  • activeRiskIndicators & activeOpportunityIndicators - Rather than the value being a hash of Indicator name + date pairs, we'll send a comma-separated string of any active Indicators at that account instead. For example, if the account has 2 Risk Indicators active called "Churn Risk" and "Unengaged customer" in Vitally, the attribute attached to the company in Intercom will be named "Vitally Active Risk Indicators" with a value of "Churn Risk, Unengaged customer".
  • segments - Since Intercom cannot process arrays, we'll also send any segments the account belongs to as a comma-separated string.

Given the above limitations with Intercom's attributes, it is important to follow these best practices:

  • If you change the name of an Element or Success Metric in Vitally, that will also change the name of the attribute we send to Intercom, resulting in multiple attributes in Intercom (one for the old name and one for the new). Therefore, you'll either want to avoid changing Element/Success Metric names in Vitally and/or archive outdated attributes in Intercom.
  • If you delete an Element or Success Metric in Vitally, your attributes will still exist in Intercom. You'll likely want to archive the corresponding attribute in Intercom after deleting the data in Vitally.

With our data now on your Intercom companies, you'll be able to leverage Intercom's powerful messaging capabilities to auto-engage your customers using our insights. And since our Intercom integration also syncs your customer conversations, you'll be able to view your new conversations in Vitally!