Simplesat's suite of Intercom integrations give you the ability to sync contacts, add surveys anywhere, and automate follow-up conversations to give your team full control and transparency over the customer satisfaction experience.
In this article:
Adding surveys in Intercom
Simplesat gives you two ways to send surveys through Intercom: as an app, or as text. Here's the full guide on how to add surveys in Intercom.
Send as an app
Sending as an app enables your users to answer the entire survey without ever having to leave the page.
Send as text
Sending as text gives you the option to include rating links as text. This is handy if you want to include surveys in a macro response, or email.
Sync Intercom contacts
Once enabled, the integration will:
Perform an initial import of all users
Sync every 24 hours, adding any new users, and updating any changed users
Simplesat currently syncs the following fields:
Enable the contact sync
Head over to Integrations and choose the Sync Intercom users option.
Authenticate with your Intercom credentials, then click Enable User Sync.
After you enable the sync, Simplesat will begin importing users. You can leave the page or sign out of your account; Simplesat will continue to import in the background.
Note: Imports may take several hours at peak times and depending on the number of users in your system.
Viewing imported users
To check if a user in your Simplesat account, go to the Customers section.
You can search for a customer by name or email address.
You can view the synced details in the customer's sidebar:
Latest feedback sidebar
The sidebar app shows the five latest responses from a contact. You can click on any response to open in Simplesat. Or, click the "View all feedback" button to view all feedback for that contact in Simplesat.
Pull conversation details
If you send the survey as an app in a conversation, Simplesat can lookup information associated with that conversation.
The following information will be collected:
Contact name and organization
The teammate assigned to the conversation
All teammates who have replied to the conversation
Conversation custom attributes
You can find these details while viewing individual feedback in Simplesat.
Add notes to conversations after receiving feedback
If you send the survey as an app in a conversation, Simplesat can add a private note to that conversation that includes answer details.
Update conversation custom attributes after receiving feedback
If you send the survey as an app in a conversation, Simplesat can update that conversation's custom attributes with the following answer details:
Rating - 0-10 depending on the survey's rating scale.
Rating sentiment - Positive, neutral, or negative.
If your Intercom subscription supports custom attributes, you can find them in any conversation's sidebar.
Update conversation tags after receiving feedback
If you send the survey as an app in a conversation, Simplesat can add the following tags to the conversation:
Rating - ex.
Sentiment - ex.
Note: Tags won't be visible on conversations if the last message was a note or message from Operator.
Create follow-up conversations from feedback
After a rating is received, Simplesat will create a new conversation. This makes it easy for your team to follow-up with contacts and dig deeper into why they answered the way they did.
Create contact events from feedback
After a rating is received, Simplesat will add an event for the contact. Event metadata includes:
Survey name - With a link to that survey's insights.
Rating - With a link to the individual answer.
Update contact custom attributes from feedback
After a user response to a survey, Simplesat can add the rating value to any custom attribute you map to.