Send surveys in Intercom and save customer ratings on conversations and contacts.

Customers answer in Intercom Messenger, where the survey shows as the Simplesat app, or through survey links you paste into any Intercom message.

Integrations that read or write a conversation are set on each survey. The ones that work with Intercom contacts are set on the Intercom page.

You'll find these on an Intercom survey's Publish page: open the Send as an app tab and go to Configure integrations. Settings there apply to that survey only.

In Simplesat, open Integrations, choose Intercom and go to Configure integrations. Switch an integration on with Activate integration. For the ones under Survey integrations, you then pick the surveys they run on. You can pick from all your active surveys, not just Intercom ones.

For how Simplesat handles the tools you connect, see Integration security, permissions and data flow.

Finish within five minutes of clicking Authenticate, in the same browser, while you're signed in to Simplesat.

Before you rely on an integration, try it with a real conversation, following Testing an integration end to end.

To compare Intercom with other ways to send a survey, see Choosing a survey delivery method.

The survey's Publish page then offers Send as an app and Send as text, and one survey can go out both ways. Intercom, not Simplesat, shows the survey wherever you place it. That's why its dashboard has no Opened or Responded counts.

Customers answer the survey inside Intercom Messenger, where it shows as the Simplesat app. Where they answer decides what the response is linked to and whether the conversation integrations run:

Contact events, contact attributes and follow-up conversations run on every response from the surveys you choose, wherever the customer answered.

In Intercom, the survey shows:

Answers are recorded against the customer's Intercom contact and credited to whoever added the survey. A lead or visitor without an email answers anonymously, unless Pull conversation details finds an email.

Intercom sends the close-out survey itself, through Simple automations. In Intercom:

Simple automations replaces the older Operator and Task Bots menus.

Intercom then sends your survey instead of its own conversation rating, but only when all of these are true:

A conversation that only Fin handled fails the first rule. Intercom explains these rules in Measure customer satisfaction with conversation ratings.

You can also put the Simplesat app in these places in Intercom:

The links open the web survey with your branding. They carry these Intercom placeholders, which Intercom fills in with the customer's details:

For more on placeholders, see Placeholders and merge fields.

Within a conversation, a survey keeps one response. If the customer answers again, Simplesat updates that response.

Closing a survey takes it off the list teammates choose from. It keeps taking answers wherever the Simplesat app is already placed, such as Simple automations or the Messenger Home. To stop it, remove the Simplesat app from those places in Intercom.

Archiving a survey, or changing its delivery method away from Intercom, stops it from opening wherever it's placed.

Notes, tags and conversation attributes go on the conversation where the customer answered. Contact events, contact attributes and follow-up conversations go to the Intercom contact with the respondent's email, and they don't run without an email. If no Intercom contact has that email, Simplesat creates a lead with the email and the customer's name. Withheld responses never run any of them, even after they're released.

All of them run five minutes after the answer arrives, as Writing feedback back, and mapping the fields explains.

Simplesat adds the customer's answers to the conversation as an internal note. The note is posted by Intercom's Operator and is hidden from customers. It opens with "customer name or email left sentiment feedback for survey name" and links to the customer, the response and the survey's dashboard in Simplesat. Anonymous answers open with "Anonymous". Ratings show with an emoji, and file uploads show as file names.

Every run adds a new note. If a comment arrives more than five minutes after the rating, the conversation gets a second note.

After a rating, the conversation gets a rating tag that ends in the rating, such as simplesat_rating_5. It also gets a sentiment tag: simplesat_sentiment_positive, simplesat_sentiment_neutral or simplesat_sentiment_negative. The number in the rating tag runs from 0 to 10, depending on the survey's metric and scale. Simplesat creates each tag in Intercom the first time it's needed. The tags appear in the Conversation tags section of the Inbox sidebar.

Tags are never removed. If a customer changes their rating, the conversation keeps the old rating tag next to the new one.

This integration writes rating details to conversation attributes:

To switch the integration off, set all three back to Do not sync.

Whenever someone responds, their Intercom contact gets an answered-simplesat-survey event, timed at the response. The event carries:

Intercom's event-based rules can use the event to send posts and messages.

Simplesat writes the rating's value to that attribute on the respondent's Intercom contact. You can choose any custom contact attribute. If one is missing, click Resync Intecom attributes.

For how Simplesat links a response to a customer, a ticket and a team member, see Attribution: linking feedback to tickets, customers and agents.

The pull runs as soon as a customer answers inside a conversation, with no five-minute wait. If they add an answer more than five minutes later, it runs again. It adds these to the response:

Teammates without an email in Intercom aren't added.

Turning the sync on imports every Intercom user who has an email as a Simplesat customer. Leads aren't imported. After that, the sync runs daily at 02:00 UTC and picks up users who changed in Intercom the previous day. A change can take up to about 26 hours to arrive.

Imported customers get their name, their email, their company (taken from their first Intercom company) and these customer attributes:

Their Intercom tags become customer tags too.

When a run picks up a contact, it replaces that customer's Intercom attributes, tags, name and company with the current ones. If Intercom has no name or company, those are left blank. So a tag removed in Intercom comes off the customer at the next run that picks up that contact. The sync never deletes a customer and never writes to Intercom.

To check the import, search Customers for someone you expect to find. To bring everything in again, click Deactivate integration, then Activate integration.

If your Simplesat subscription stops being active, the sync switches itself off. Once the subscription is active again, click Activate integration to import every user again.

For how contact syncs work across tools, see Contact sync from a connected tool.

When a rating needs a reply, this integration puts it in your Intercom Inbox as a conversation from the customer.

Five minutes after a matching response, Simplesat starts a conversation from the respondent's Intercom contact. The conversation starts with "Metric Survey Response from name or email", followed by the answers. Anonymous responses don't start one. The conversation has no assignee, inbox or team, so your Intercom assignment rules route it.

The respondent can see the conversation in their Intercom Messenger, as a message from them with their answers. Your team's reply reaches them like any Intercom reply.

For how follow-ups work across tools, see Creating a follow-up ticket from feedback.

Connecting Intercom from Simplesat installs the Simplesat app in your Intercom workspace. Besides delivering the survey, the app can show your team a customer's past feedback.

Add the Simplesat app to the conversation sidebar in your Intercom Inbox, and teammates can see how a customer has rated you before they reply. Latest feedback shows the contact's five most recent ratings across all your surveys, with the comment and date, and links to each response. View all feedback in Simplesat opens the customer in Simplesat.

Revoke access doesn't uninstall the Simplesat app from Intercom. To remove the app, uninstall it in Intercom. When you reconnect, your integrations keep their settings and stay on, and the app stays wherever you placed it.

The Simplesat app stops working in the old workspace. In the new one, place the app again in Simple automations, Workflows, the Messenger Home and the Inbox sidebar. Then create the conversation and contact attributes, and check which attribute each survey writes to. Customers imported from the old workspace stay in Simplesat.

If Intercom shows "There're some error from our server, Please try again later or contact Simplesat support.", the connection failed. Start again from Authenticate in Simplesat.

If you land on Simplesat's home page instead, more than five minutes passed after you clicked Authenticate. Click it again, and finish in Intercom within five minutes, in the same browser.

If you started the install from Intercom's App Store, you land on Simplesat's home page or an Intercom error page. Start from Authenticate in Simplesat instead.

The import runs in the background, and the panel shows only Active or Inactive, not progress. Search Customers for someone you expect to find. Only Intercom users with an email are imported, not leads. If users you expect are still missing after the import, click Deactivate integration, then Activate integration to run the full import again.

Inactive can mean Intercom isn't connected. It can also mean the sync switched itself off because your Simplesat subscription isn't active. Once the subscription is active, click Activate integration.

Only custom attributes with a value come in, under their Intercom names. They come in only for users, not leads. The sync runs at 02:00 UTC and picks up the previous day's changes, so a change can take up to about 26 hours to arrive. To bring everything in now, click Deactivate integration, then Activate integration.

Answers from the Messenger Home and Send as text links aren't linked to a conversation, so search for them by customer. Responses over your plan's monthly limit, or on a subscription that isn't active, are withheld until they're released, as When a survey does not send explains.

An archived survey doesn't open in Intercom, and neither does one whose delivery method has changed from Intercom. Intercom surveys also don't work during Simplesat's maintenance windows. If none of these fits, send us the conversation's link and the time the customer answered.

Latest feedback matches the Intercom contact to a Simplesat customer by email. A customer exists in Simplesat once the contact sync has imported them or a response has carried their email. Leads aren't synced, so a lead appears after answering a survey with their email. A contact without an email can't be matched. "This user hasn't left any feedback yet." means the customer exists but has no ratings.

In a Workflow, Simplesat is a follow-up action, and it shows up only once Intercom is connected in Simplesat. To send the survey as the rating when a conversation closes, use Simple automations instead: Fin AI Agent → Simple automations → Ask for conversation rating (CSAT) → Add an app. Intercom sends it to every closed conversation that meets its rules. A conversation that only Fin handled doesn't meet them.

That error appears when you add the Simplesat action before Intercom is connected in Simplesat. Connect Intercom on the Intercom page, then add the action again.

A survey sent as an app credits whoever sent it. When Fin or a Workflow sends it, that's Intercom's bot, which shows up as a team member with an ID and no name or email. Deleting it doesn't help, because the next response adds it again.

Turn on Pull conversation details on the survey. When the customer answers inside the conversation, it credits the teammate assigned to the conversation instead. With no one assigned, the teammate who last closed the conversation becomes the primary team member, as Closed by. If Fin closed it, the pull credits the bot.

To credit a person, get the conversation assigned to a teammate before it closes. To change the team member on responses you already have, see Attribution: linking feedback to tickets, customers and agents. Later pulls keep your change.

The survey in Intercom starts at the first active question. It skips file upload questions, which it can't show, and any question whose visibility rules aren't met.

Check that Update contact custom attributes from feedback is activated on the Intercom page, with an attribute chosen for that survey rather than Do not sync. It runs five minutes after the response and needs the respondent's email. It writes to the contact with that email, or to a new lead if there's no such contact. If you created the attribute recently, click Resync Intecom attributes.

Simplesat doesn't limit how often Intercom surveys go out. Intercom sends the Simplesat app wherever you've placed it, so check Simple automations, Workflows, outbound messages and the Messenger Home. Simple automations surveys every closed conversation that meets Intercom's rules, so a customer gets the survey in each of those conversations. Answering again in the same conversation updates the same response.

"You don't have any Intercom surveys in your Simplesat account yet." means Simplesat found nothing to list. A survey is listed when its delivery method is Intercom, it's active, it hasn't passed its close date and it has a metric question. It also has to be in the Simplesat workspace that's connected to that Intercom workspace.

Simplesat isn't told when the Simplesat app is uninstalled in Intercom. The page keeps showing "Authenticated with Intercom" while the survey and the integrations fail. Click Revoke access, then Authenticate. Your integrations keep their settings. Reconnecting imports every Intercom user again.

Then check each place you use the Simplesat app in Intercom, such as Simple automations, the Messenger Home, the Inbox sidebar and Workflows, and add the app back wherever it's missing. Also check that the survey isn't archived and still has Intercom as its delivery method.

If the Intercom page shows "Oops! Something went wrong. Please try again or contact Simplesat support for help.", see Integration error messages and what they mean.

Check each of these:

If all of these check out, send us the conversation's link.

No, but you can stop the import straight away. Connecting Intercom switches on Sync Intercom contacts, which imports every Intercom user. Click Deactivate integration on Sync Intercom contacts to stop it. Customers already imported stay in Simplesat, and the sync turns on again if you reconnect.

Not with the sync, which has no segment setting. Customers do come in with their segments as Intercom Segment values, so an audience rule on an email survey can target one segment.

Simple automations sends the Simplesat survey you choose in place of Intercom's own conversation rating. To ask for more, a teammate can add another survey to the conversation from the reply box.

Not from Simple automations. Intercom doesn't send its close-out rating to a group conversation with more than one user or lead.

Simplesat writes tags and attributes to the conversation, and events and attributes to the contact. Conversation attributes show in the conversation's details in the Inbox, and contact events can trigger Intercom's event-based posts and messages. Intercom's CSAT report counts only Intercom's own conversation rating, so Simplesat ratings don't appear there.

No, it works with email surveys only. To stop an Intercom survey taking answers, remove the Simplesat app from wherever you've placed it in Intercom. Closing the survey only takes it off the list teammates choose from.

Yes, when the customer answered inside a conversation. On the survey's Configure page, under Open tickets directly in your helpdesk, set the Ticket URL:

It opens the conversation, and your Intercom assignment rules route it. Turn on Create follow-up conversations from feedback, and tick the ratings that should start one on each survey, such as Negative with comment. It needs the respondent's email.

When sent as an app, the survey uses Intercom's styling. Brand settings, custom CSS and a custom survey URL don't apply, and 5-star ratings show as plain star characters. The rest comes from the survey: questions, choice labels, CSAT icons including custom ones, follow-up questions, logic, translations, the confirmation message and its buttons. The app version doesn't enforce required questions, flip the choice order or ask the customer information question. For your own branding, send the survey as text, which opens the web survey.

No. Text links carry the customer's details but not the conversation, and every click makes a new response. To link answers to the conversation, send the survey as an app.

Yes. Connect the trial to the test workspace the same way. A Simplesat workspace connects to one Intercom workspace, and an Intercom workspace connects to one Simplesat workspace.

If an Intercom workspace is already connected to a Simplesat workspace, connecting it to a second one still goes through, but the Simplesat app then stops working in Intercom for both. The survey card, the survey list and Latest feedback fail to load. Click Revoke access in the first Simplesat workspace before you connect the second.

On each Intercom survey's Publish page, under Configure integrations on the Send as an app tab. It isn't on the Intercom page, and there's no Activate integration button. Choosing an attribute for Rating, Sentiment or Comment switches it on. Create the attributes in Intercom first.

No. Tags are added only after the customer gives a rating.

No. Text links don't carry the conversation, so every click makes a new response. Sending the survey as an app keeps one response per survey in each conversation.

Partly. The heading is the question your metric rating comes from, which you edit in the survey. You can't change the CSAT labels on the links in Simplesat, but contact us with the survey and the words you want, and we'll change them.

Add it again from the reply box. The customer's new answer updates their existing response.