30-Day Validation Features: One or more of the features here are part of the November 2024 Launch Train and currently only available in your sandbox instance during the validation period. They will be released to all production instances on December 12, 2024, based on plan eligibility. Learn More
Qualio's Intercom integration allows you to connect your customer data and support tickets in Intercom with Qualio.
Benefits of Integrating with Intercom
Centralize Customer Communication: Access and manage your Intercom support tickets and customer data directly within Qualio.
Enhanced Traceability: Link customer interactions to complaints, feedback, and other quality events for improved visibility and audit trails.
Streamlined Workflows: Automate actions based on Intercom activities, such as creating Qualio events or updating records.
Improved Customer Insights: Gain a deeper understanding of customer needs and pain points by incorporating support data into your quality management system.
IMPORTANT: The following steps may require authentication and approval from your Intercom administrator in order to successfully set up and configure the connection. Please speak with your administrator if you have any questions.
Creating a Service User Account (Recommended)
Before connecting, we recommend creating a dedicated service user account in Intercom for the integration. This helps:
Avoid Disruptions: Prevent integration issues if a personal account used for authorization becomes inactive (e.g., due to an employee leaving the company).
Control Access: Ensure that only the intended data is accessible within Qualio by granting the service user appropriate permissions in Intercom.
Setting Up the Intercom Integration
Navigate to Integrations & Imports: Go to Settings > Integrations & Imports.
Connect to Intercom: Click the "Connect" button for Intercom.
A pop-up will prompt you to select the instance you would like to connect to. Select the desired instance and click Confirm.
This will open the Intercom authentication process. A user with permissions in Intercom to add integrations (typically an Intercom Admin) must complete this step.
Within the Intercom authentication step, confirm the workspace and approve the integration by selecting "Authorize Access".
Please Note: If your Intercom user account does not have the required permissions you will see an error stating there was a problem authenticating your account. Please confirm that the user account completing the process has the permissions required to install Intercom apps (typically an Admin).Once connected, you should see it listed within your main Integrations page.
Creating Automated Workflows
Once you've set up the Intercom integration, you can automate workflows within Qualio.
Learn more: Create Workflows with Integrations