Intercom integration: user guide

Learn how to set up and use Chameleon's Intercom integration

Tiago Mota avatar
Written by Tiago Mota
Updated yesterday

With Chameleon's Intercom integration, you can coordinate your in-app efforts with Intercom messaging and data for better user journeys. Also, you can leverage Intercom as an 'Action' and launch your documentation, or support chat from Chameleon Experiences or HelpBar.

Use our Intercom integration to help users learn more about your product or support them in finding success.

Availability & Usage

๐Ÿ” Available for all plans

๐Ÿ“ Ready to use in Tours, Embeddables, Tooltips, Microsurveys, Launchers

โš™๏ธ Connect from the Dashboard

How does this integration work?

With our Intercom integration, you can enable users to find help in your product, by leveraging your help center, or support chat. You can also leverage Chameleon data and see if users engage with your in-app Experiences before reaching out to your support team.

By adding your help center to HelpBar, you enable users to access your documentation anywhere in your product and even get summarized answers with AI.

The Intercom integration works as a:

  • data destination -- to send Chameleon data to Intercom

  • native HelpBar integration -- surface help articles in HelpBar (including private articles)

  • additional Action in Chameleon -- to launch Intercom help docs or chats in-app

Setting up the integration

You can connect your Intercom integration and link your help center in a few clicks. Search the integrations page in your Dashboard for Intercom to enable the integration first.

  • Add your help center URL and authorize Intercom to connect.

  • On the integration page, you can always update your help center link, by pasting the URL on the integration page

  • To receive Experience data in your Intercom account, enable the toggle. This will automatically begin sending data to your Intercom account.

โ„น This works by using the existing Intercom code on your website, so data will only be sent on pages where the Intercom script is present and working.

  • On the integration page, you'll also find the option to connect your help center to HelpBar and enable users to access your entire documentation in-app.

You're all set! Once the integration is connected you can further configure your HelpBar, launch Intercom "Actions", or send Chameleon data to your Intercom account.

How to use it?

Leverage this integration to enable a better connection with users in-app and ensure faster access to your entire help documentation. By analyzing Chameleon data, you can discover where users struggle to learn more and where you can optimize their experience.

Send Chameleon data to Intercom

Analyze your Experience data to understand what's missing from your in-app guidance. For example, if users dismiss an onboarding Tour and ask for help, that's an indication that you should iterate on your Tour. In Intercom, you'll see the following events:

  • Chameleon Started Tour / Microsurvey

  • Chameleon Completed Tour / Microsurvey

  • Chameleon Button clicked Tour/ Tooltip/ Microsurvey

  • Chameleon item Launcher clicked

Event properties sent as part of these events include the Experience name, URL, and others (e.g. Step number) where relevant.

For the full details on all Chameleon data sent to Intercom, use our schema below๐Ÿ‘‡

Launching the Intercom Action

Leverage Chameleon to seamlessly connect with your users by triggering the Intercom chat or specific help docs as they engage with your Experiences. This can be helpful for:

  • Getting feedback on certain features

  • Asking users where they got stuck or confused

  • Starting sales or upsell conversations

  • Teaching users about new features

  • Providing more context when users need help

โ„น Using this option, Chameleon will refer to the Intercom instance that's installed on the current page. You can also pre-populate a message so your users will just have to hit send.

Build your Experience as usual and from your button (or Launcher Items section in the Builder) go to add an additional Action and select Intercom. Here, you can configure the Action to:

  • launch your Intercom messenger

  • start an article search (based on a specific Search Term)

  • open a help article or collection in your help center

When launching help articles or collections from your Intercom help center, paste in the link and you can choose to either:

  • show it in-app -- the article appears in a slide over that users can minimize or close

  • open it in a new tab

When adding Intercom to a Launcher, you'll also have the ability to pick a Segment, a Completion criteria, and hide it when complete.

When adding Intercom as an Action to HelpBar, you'll find the same 3 options to launch your chat, docs, or a search query. You can also 'Pin' your Intercom Action, or pick a specific Segment that should see it in your HelpBar.

Adding your help center to HelpBar

With the Intercom integration, you can connect your entire help documentation to HelpBar and enable users to access it for answers anywhere in your product.

When adding a new website, HelpBar will detect your Intercom integration and you can switch between a public or a private search, or pick the language for your search results.

You can also enable AI Answers to allow users to ask questions in your HelpBar and receive summarized answers from your documentation.

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