Connect Intercom to Rig

    Sync your Intercom conversations, contacts and companies into Rig, so support history sits beside product usage and revenue. Intercom connects with an access token from your own Developer Hub app.

    Before you start

    • You need access to the Intercom Developer Hub for the workspace you want to sync.
    • Decide whether you want tickets and message parts. They are off by default and add volume.

    Step 1: Get an Intercom access token

    1. Open the Intercom Developer Hub for your workspace.
    2. Create an app for Rig, or open one you already use for reporting.
    3. Open the app's Authentication page.
    4. Give the token read access to people and companies, conversations and admins. Those are the permissions Intercom lists for people and conversation data and workspace data. If you plan to turn on the ticket streams, also give it read access to tickets.
    5. Copy the access token.

    Step 2: Connect it in Rig

    Adding a source needs a workspace owner, or a role with the Manage connections permission, on a workspace where you manage your own connections. If the Connectors tab says “Data ingestion for this workspace is managed by Rig”, ask an owner or Rig support to add the source.

    1. In Rig, open Connections, choose the Connectors tab and go to Sources & actions.
    2. Search for Intercom, open the card and click Connect.
    3. Intercom access token: paste the token from the Authentication page.
    4. Click Continue. Rig checks the credentials and lists the streams it can reach, so choose the ones you want and click Connect.
    5. The source then syncs on its schedule, which is nightly unless you change it. To load data straight away, click Sync on its row; Test pulls a small sample first if you want to check the connection.

    What Rig pulls in

    Intercom lands in its own intercom schema in your warehouse:

    • Contacts: contacts, with their company and tag links in child tables.
    • Companies: your company records.
    • Conversations: each conversation and its details.
    • Tags, teams and admins: the labels, teams and teammates around your conversations.

    Conversation parts, tickets, ticket parts, ticket types and ticket states are off by default. Turn them on when you pick streams to get the individual messages and your ticket data.

    Good to know

    • Conversation parts hold the individual messages inside each conversation, so they are by far the largest table. Switch them on when you need message-level analysis.
    • A token sees only the workspace its app is installed on. Connect each Intercom workspace as its own source.
    • Intercom supports both OAuth and personal access tokens. Rig takes the token as a field, so there is no consent popup.
    • To disconnect Intercom, click the bin icon on the source's row under Sources & actions. Only whoever connected the source or a workspace owner can do this, and data already synced stays in the warehouse.

    What people use this for

    • Track conversation volume and top contact reasons
    • Measure first response and resolution time
    • Report on CSAT and conversation ratings
    • Analyse admin performance and workload

    More ideas for using Intercom

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