Intercom Stella Connect App

The Intercom Stella Connect App allows you to automate the sending of surveys after Intercom conversations have ended, providing your team with the feedback they need to succeed.
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Once a conversation is closed in Intercom, a survey will be automatically triggered and sent to the customer. Once they've responded, you'll see their feedback inside of the Stella Connect app.

It's important to note that since a survey is triggered by a conversation being closed, if your team's workflow is to close the conversation after each reply to the customer, you'll need to have us set up a suppression period and channel delay that will reduce the chances of a customer being surveyed multiple times on a single conversation, or before the conversation has truly begun or has been completely resolved. Please let your Client Success Manager know if this is your workflow, or if you'd like a suppression period and channel delay turned on for this integration for any other reason.

We will automatically suppress surveys under the following conditions:

All of the surveys we suppress for the 2 reasons listed above will be marked with do not send in reporting, to provide you with as much insight into these interactions as possible.

Intercom has two standard channels; Email and Chat. Stella Connect has both of these channels available for use by default. You'll need to turn on both the Email and Chat channels for your team in Stella Connect, on the Integrations page, if your team uses both in Intercom.
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The channel in which a conversation begins in Intercom is the one that will be recorded and passed to us via the API and then shown in your Stella Connect reporting. So if the first message was a chat, we'll show that conversation as a chat, even if it eventually moved to the Email channel later on.

The first step is to let your account's Client Success Manager know that you'd like to use the Stella Connect Intercom app so that we can enable it for you. Please let your CSM know if you'd like to test first so that we can be sure to use the test API key. If you'd like to skip testing and move right to production, just let your CSM know!
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​Note: While you're testing, you'll see test requests appearing on your API Request Status page. It's important to see those requests appearing under the Test Requests tab, which signifies successful tests. If you're seeing requests under the Invalid Requests tab, you'll see error messages telling you why those requests are failing. Those issues will need to be resolved to ensure that your requests are successful as often as possible, and surveys are reaching your customers. If you're not sure how to resolve those failed request errors, please reach out to your CSM for assistance.
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Once your CSM has confirmed that all of the work on our end to enable Intercom integration is done, you can move on to the following steps to install the app:
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If you've decided to test first, simply reach out to your CSM to let them know you're ready to move to production. Once they confirm you're production ready, you can begin sending surveys to your customers automatically by closing conversations in Intercom!