Intercom Destination

Intercom makes customer messaging apps for sales, marketing, and support, connected on one platform. The Intercom Destination Plugin is open-source. You can browse the Swift code for iOS on GitHub.

Getting Started

1. From the Segment Destinations page click Add Destination.
2. Search for “Intercom” and select it in the results that appear.
3. Select a source to connect to your Intercom destination.

4. Authorize your Intercom account in Segment and select the Intercom Account to sync with Segment.

   You can choose which account to sync from the drop down menu in the top right. If you are using server-side sources, Segment starts passing data through once you activate the Destination. For other libraries continue reading below.

5. Find your “App ID” in the Intercom UI or by navigating to the Gear Menu and selecting App Settings > API Keys. It should look something like 9iefb489.

Your changes appear in the Segment CDN in about 45 minutes, and then Analytics.js starts asynchronously loading Intercom’s library.js onto your page.

This means you should remove Intercom’s snippet from your page.

Adding the dependency

Note: the Intercom library itself will be installed as an additional dependency.

Using Xcode

In the Xcode File menu, click Add Packages. You’ll see a dialog where you can search for Swift packages. In the search field, enter the URL to this repo.

https://github.com/segment-integrations/analytics-swift-intercom

You then have the option to pin to a version or specific branch and select which project in your workspace to add the package to. Once you’ve made your selections, click the Add Package button.

Using Package.swift

Open your Package.swift file and add the following to the dependencies section:

.package(
            name: "Segment",
            url: "https://github.com/segment-integrations/analytics-swift-intercom.git",
            from: "1.1.3"
        ),

Note: the Intercom library itself will be installed as an additional dependency.*

Using the plugin in your app

Open the file where you set up and configured the Analytics-Swift library. Add this plugin to the list of imports.

import Segment
import SegmentIntercom // <-- Add this line

Just under your Analytics-Swift library setup, call analytics.add(plugin: ...) to add an instance of the plugin to the Analytics timeline.

let analytics = Analytics(configuration: Configuration(writeKey: "<YOUR WRITE KEY>")
                    .flushAt(3)
                    .trackApplicationLifecycleEvents(true))
analytics.add(plugin: IntercomDestination())

Your events will now start to flow to Intercom in device0mode.

Identify

If you’re not familiar with the Segment Spec, take a look to understand what the Identify method does. An example call would look like:

struct MyTraits: Codable {
        let name: String
        let email: String
        let company: [String: String]()
        let createdAt: String
}

analytics.identify(userId: "a user's id", MyTraits(
  name: "Iñigo Montoya",
  email: "avenger@example.com",
  company: {
    id: '123',
    name: "Iñigo & Friends Holding Company"
  },
  createdAt: "Mon Mar 26 2018 17:44:51 GMT+0000 (UTC)"
))

When you call Identify, Segment creates or updates the user in Intercom using their Contacts API. Segment does not currently support creating leads

• Passing traits.company creates a new Intercom Company if the company_id does not match an existing company_id. See the Intercom contact model documentation for more details.

Intercom supports both logged-in or logged-out users. You must register your users with Intercom before you can talk to them or see what they do in your app. This means that Identify must be called before Track.

Intercom allows you to track only known or only unknown users, or all users regardless of identification status. Segment supports the ability to track all users regardless of identification status by checking for logged in users (determined by the userId) and falling back to setting the user as “Unidentified” when this is not present.

Intercom knows when your app is backgrounded and comes alive again, so you won’t need to re-register your users.

Segment maps the following Intercom standard attributes on Identify.

Collect Context

When this option is selected, Identify calls include contextual information collected by Segment’s mobile libraries if it is available. This info is set as Custom Attributes on the Intercom user.

The fields collected from the context object are device.type, device.manufacturer, device.model, os.name, os.version, app.name, app.version and appear in Intercom as device_type, device_manufacturer, device_model, os_name, os_version, app_name and app_version.

Track

If you’re not familiar with the Segment Spec, take a look to understand what the Track method does. An example call would look like:

struct OrderCompletedProperties: Codable {
    let order_ID: String
    let category: String
    let productName: String
    let price: Double
    let currency: String
}

analytics.track(name: "Product Purchased", properties: OrderCompletedProperties(
    order_ID: "2969302398",
    category: "boots",
    product_name: "yellow_cowboy_boots",
    price: 99.95,
    currency: "EUR"))

When you make a Track call from any of the server-side libraries or mobile sources in cloud-mode (for example, without the beta Segment mobile Intercom SDK installed), you must include either the userId or email of a user already recorded in Intercom.

Revenue and currency properties

If you send properties.revenue and properties.currency to Intercom, Segment formats those properties according to Intercom’s Monetary Amount and sends them to Segment as:

price: {
  amount: <properties.revenue> * 100, // since Intercom requires this in cents
  currency: <properties.currency> // defaults to 'usd'
}

If properties.revenue is not present, the bundled mobile integrations check properties.total and assign the total value as the properties.revenue or amount value.

Limited Properties

Intercom can only store 5 event properties per event. If you send an event to Segment with more than 5 properties, Intercom only shows the first 5 properties.

Limited Events

Intercom only allows a total of 120 unique active event names. If you’re sending Segment more than 120 unique event names, Intercom only accepts the first 120 events that their servers see, and the rest throw an error.

In Intercom, an “Active” event is an event that hasn’t been archived. Intercom only allows a total of 120 unique active event names. If you’re sending Segment more than 120 unique event names, Intercom only accepts the first 120 events that their servers encounter. Any additional unique event names will result in an error.

If you need to bring your account back under the 120 event limit, archive some events from in the Intercom UI by navigating to Settings > (workspace name) data > Events, then click on the event to archive.

Group

If you’re not familiar with the Segment Spec, take a look to understand what the Group method does. An example call would look like:

struct MyTraits: Codable {
        let username: String
        let email: String
        let plan: String
}

// ...

analytics.group(groupId: "group123", traits: MyTraits(
        username: "MisterWhiskers",
        email: "hello@test.com",
        plan: "premium"))

Segment supports Intercom company values sent from all source types. Users can be put into multiple groups, which associate them to multiple companies in Intercom.

When you call Group from any of any server-side libraries or mobile sources in cloud-mode (without Segment’s mobile Intercom SDK installed), you must include either the userId or email of an existing user in Intercom.

Reset

The bundled mobile SDK reset method un-registers a user in Intercom. When users want to log out of your app and you call Segment’s reset method, Segment calls:

  Intercom.logout()

Best Practices

Arrays and Objects

Intercom doesn’t support custom arrays or objects. If you want to send a certain user trait or event property to Intercom, you must send them at the top level instead of in an array or object.

This limitation does not apply when you are mapping custom traits or properties to company objects on Identify calls. Segment continues to handle this in the same way as before. This is only applicable for custom traits or properties.