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Intercom Integration

Track feedback on behalf of customers from within Intercom conversations

Jacques Reulet avatar
Written by Jacques Reulet
Updated over 5 months ago

Overview

Collect feedback directly from the Intercom inbox using Canny’s tools and feed Intercom conversations to Canny Autopilot!

Benefits

  • Allow users to submit their own feedback without contacting an agent.

  • Agents can quickly add user feedback without leaving the Intercom inbox.

  • Autopilot can find feedback in the conversations you’re already having with users.

Connecting the Intercom integration

Before you begin

  1. Owner-level admin permissions in Canny are required to connect the integration.

  2. You will also need admin permissions in Intercom.

Steps to connect

  1. To get started, go to your Intercom settings page and click the “Connect with Intercom” button:

  2. You’ll be directed to authorize Canny to access Intercom data:

  3. Once you've done that, you'll be redirected to Canny. In the Intercom settings page, you’ll see the option to limit Autopilot reviews to conversations by team inbox. More than one inbox can be selected. This allows you to limit credit usage:

  4. Optionally, you can also add the Canny sidebar widget to your Intercom inbox:

That’s it! Now that Intercom is linked, you can use Canny’s manual Intercom tools in two places...

Using Canny's tools in Intercom

1. Capture feedback within Intercom conversations

When customers give you feedback in conversations, track it in Canny. You can use the ⚡️ icon to call up the Canny app. There, you can search posts to add a vote or create a new post:

You can also use the right-hand side panel in the inbox to add feedback to Canny:

Once you select the post, their vote is added. It’s not required that you send that message.

Then you can decide if you want to send their receipt. If you don't want to share the receipt, simply delete the receipt. Their feedback will still be added.

2. Capture feedback from Intercom Messenger home

Add Canny as a Messenger home app so customers can give you feedback without messaging you. You'll get more feedback, and in an organized way that's easy for your product team to understand.

You can set up multiple instances of the Messenger home integration if you'd like to offer more than one board for a user to post, vote, or comment on.

Setting up the Intercom messenger widget

  1. Head to the Intercom messenger settings:

  2. Scroll down to the Customize home with apps section, and select Users (as visitors will not have a name or email associated):

  3. Click on Add an app at the bottom, select a board, and fill in the headline and button text:

That's it! That widget will now appear on your Intercom messenger home screen.

Things to note:

  • The Intercom integration is available on all plans.

  • Intercom will count toward the integration limits on Free and Starter plans.

  • Votes can be rescinded the same way they are added.

  • If the post is on a private board (or a custom access board that the person doesn't have access to), they'll still get a receipt, but there will be no button to go view the post. Their vote will still be added, but they will not receive status updates on that post or be able to view it in Canny while the post is on a board they can’t access.

If you have any questions, send us a message. We're always happy to help.

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