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Intercom Activity

Intercom Data Event

Intercom Conversation

Intercom Conversation

Intercom News Item

Intercom Ticket

Overview

Intercom is a customer communication platform that enables businesses to engage with their users through in-app messaging, email, and chat. It offers features like live chat, automated messaging, and customer support tools, making it easier for companies to provide personalized customer experiences.

The Intercom integration seamlessly collects admin activities, data events, conversations, news items, and ticket data, and ingests them into Datadog for comprehensive analysis using webhooks.

Setup

Follow the instructions below to configure this integration for your Intercom account.

Configuration

Webhook Configuration

Configure the Datadog endpoint to forward Intercom events as logs to Datadog. See Intercom webhook overview for more details.

1. Copy the generated URL inside the Configuration tab on the Datadog Intercom integration tile.
2. Sign in to your Intercom account using a user account with full access to Apps and Integrations.
3. Go to Settings.
4. In the Integrations section, select Developer Hub.
5. Click New app.
6. Fill in the required details for your application, including the name and associated workspace.
7. Click Create app.

• Configure webhook topics

  1. Select Required permissions
     1. After creating the app, go to the Authentication section in the left-side menu, and click the Edit button in the top-right corner.
     2. By default, all permissions are enabled. However, ensure that the following specific permissions are enabled:
        • Read admins
        • Read content data
        • Read conversations
        • Read events
        • Read tickets
     3. Click Save.
  2. Select Webhook topics
     1. Next, navigate to the Webhooks section using the left-side menu.
     2. Enter the endpoint URL that you generated in step 1 of Webhook Configuration.
     3. On the Select a topic dropdown menu, select the following webhook topics:
        • admin.activity_log_event.created
        • content_stat.news_item
        • conversation.admin.closed
        • conversation.admin.replied
        • conversation.admin.single.created
        • conversation.admin.snoozed
        • conversation.admin.unsnoozed
        • conversation.priority.updated
        • conversation.rating.added
        • conversation.user.created
        • event.created
        • ticket.admin.assigned
        • ticket.attribute.updated
        • ticket.created
        • ticket.state.updated
        • ticket.team.assigned
     4. Click Save.

Data Collected

Logs

The Intercom integration collects and forwards admin activities, tickets, data events, news items, and conversation logs to Datadog.

Metrics

The Intercom integration does not include any metrics.

Events

The Intercom integration does not include any events.

Service Checks

The Intercom integration does not include any service checks.

Support

For further assistance, contact Datadog Support.