Automation Action: Intercom
Peter Novosel avatar
Written by Peter Novosel
Updated over a week ago


What is an Action?


An automation action is a step that performs a task, activity, event, or change. Think of a action as:

When Something happens (the Trigger) and These Conditions are true, then This Event (the Action) occurs.

SmartSuite's Create Contact and Update Contact actions for Intercom allow you to automatically add or modify issues in Intercom. If you haven't already, we also recommend that you check our our articles on creating an automation and managing automations for more information about setting up new workflows.


Setup

Prerequisites

To use Intercom you will need to have an existing Intercom account. Intercom actions are part of SmartSuite's automations system, which all account types have access to. Simply click the Automations option in the Solution drop-down menu (see image below).

Note

This action requires Solution Manager permissions or the Administrator role. To learn more, please see our article on roles and permissions.

Accessing the Automations configuration interface:

Access the Automations Interface

Create a New Automation

Once the Solution Automations dialog is displayed, click Add Automation to begin creating an automation that will interact with Intercom.

Add a new Automation

Choose a Trigger

You will need to set up a trigger to tell the Automation when to run and which record to use as the source of data for your Intercom actions.

For example, you might be tracking user-submitted help requests in SmartSuite. If you wanted to create a new Intercom contact when a new user is added to your SmartSuite ticketing system, you would select a When a Record is Created trigger to initiate the automation when the SmartSuite record is added.

Select the Intercom Action

After creating your automation and selecting your Trigger, you can select Intercom from the Integrations section of the Add Actions list. You can then select either the Create Contact or Update Contact action. It looks like this:
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How to Add a Intercom Contact


Whenever your automation trigger fires and the conditions are met, the Intercom Add Contact action will create a new issue record. Configuring it just requires a few clicks.

You will be prompted to select or connect your Intercom account. Once your account is connected, the dropdown options for the contact will be pre-populated based on your Intercom account.

Click Connect to get started:

If you are not authenticated you will be prompted to log in to your Intercom account.

Provide the credentials you would like to use to connect to Intercom. Then accept the request to connect:

When your account is connected, you will be returned to the connection screen. Click anywhere outside of the dialog box to continue. Note: you can disconnect your account from the automation at any time by clicking the Disconnect button on this screen.

After this initial account configuration has been completed, you can then specify the details for the Intercom contact you want to create. Customizable fields include:
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  • Role (required)

    • User

    • Lead

  • Email (required)

  • More Fields (optional)

    • Avatar

    • Name

    • Phone

You can add either static values to each of these fields, or map values from the triggering record as their value. Continue adding fields until you have populated everything you need in the contact that will be created in Intercom. When you're done, click Save Automation at the bottom-right corner of the screen to save the automation and its configuration.

Note

You will be prompted to switch the automation on. If you click Yes, switch it on the automation will be active and will trigger when its criteria are met. You can also choose to keep it off if you're not yet ready to start creating new records in Intercom.

Updating an Intercom Contact

To configure the Update Contact action you will need to find the contact to update by matching one of the following fields to either a static value or a value contained in the triggering record.

Follow the steps described in the Add Issue action above to connect your INTEGRATION account. After this initial account configuration has been completed, you can then specify the conditions you want to use to find one or more contacts to update. You can add conditions to evaluate the following fields:

  • Email

  • Name

  • Phone

  • Role

Specify find conditions for the update

Once you have specified the conditions for the find operation, you can enter values you want to update in the identified contact(s). Click Choose Field to add a field to update.

Add fields to update

You can add either static values to each of these fields, or map values from the triggering record as their value. Continue adding fields until you have populated everything you need in the contact(s) that will be updated in Intercom. When you're done, click Save Automation at the bottom-right corner of the screen to save the automation and its configuration.

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