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Intercom is a customer messaging platform that helps businesses communicate with their customers through live chat, email, and in-app messaging. It provides tools for customer support, lead generation, and user engagement, with features like automated messaging, customer data management, and integration with various business tools to enhance customer relationships and drive growth.

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Configuring Intercom as a Source

In the Sources tab, click on the “Add source” button located on the top right of your screen. Then, select the Intercom option from the list of connectors. Click Next and you’ll be prompted to add your access.

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1. Add account access

You’ll need to authorize Nekt to access your Intercom data. Click on the Intercom Authorization button and log in with your Intercom account. Grant the necessary permissions for the data you want to extract. Once you’re done, click Next.

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2. Select streams

Choose which data streams you want to sync - you can select all streams or pick specific ones that matter most to you. The available streams include companies, contacts, tickets, ticket types, and conversations.
Tip: The stream can be found more easily by typing its name.
Select the streams and click Next.

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3. Configure data streams

Customize how you want your data to appear in your catalog. Select a name for each table (which will contain the fetched data) and the type of sync.
  • Table name: we suggest a name, but feel free to customize it. You have the option to add a prefix and make this process faster!
  • Sync Type: you can choose between INCREMENTAL and FULL_TABLE.
    • Incremental: every time the extraction happens, we’ll get only the new data - which is good if, for example, you want to keep every record ever fetched.
    • Full table: every time the extraction happens, we’ll get the current state of the data - which is good if, for example, you don’t want to have deleted data in your catalog.
Once you are done configuring, click Next.

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4. Configure data source

Describe your data source for easy identification within your organization, not exceeding 140 characters. To define your Trigger, consider how often you want data to be extracted from this source. This decision usually depends on how frequently you need the new table data updated (every day, once a week, or only at specific times). Optionally, you can determine when to execute a full sync. This will complement the incremental data extractions, ensuring that your data is completely synchronized with your source every once in a while. Once you are ready, click Next to finalize the setup.

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5. Check your new source

You can view your new source on the Sources page. If needed, manually trigger the source extraction by clicking on the arrow button. Once executed, your data will appear in your Catalog.
For you to be able to see it on your Catalog, you need at least one successful source run.

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Streams and Fields

Below you’ll find all available data streams from Intercom and their corresponding fields:
Stream for managing company information within your Intercom workspace.Key Fields:
  • id - Unique identifier for the company
  • company_id - Company ID from your system
  • name - Name of the company
  • created_at - When the company was created (Unix timestamp)
  • updated_at - When the company was last updated (Unix timestamp)
Metrics:
  • monthly_spend - Monthly spend amount
  • session_count - Number of sessions
  • user_count - Number of users in the company
Metadata:
  • type - Object type identifier
  • app_id - ID of the application
Categorization:
  • tags - Tags associated with the company containing:
    • type - Type of tags object
    • tags - Array of tag objects with:
      • type - Tag type
      • id - Tag ID
      • name - Tag name
  • segments - Segments the company belongs to containing:
    • type - Type of segments object
    • segments - Array of segment objects with:
      • type - Segment type
      • id - Segment ID
      • name - Segment name
      • created_at - When the segment was created
      • updated_at - When the segment was last updated
      • person_type - Type of person in segment
      • count - Number of people in segment
Plan & Custom Data:
  • plan - Plan information containing:
    • type - Plan object type
    • id - Plan ID
    • url - Plan URL
  • custom_attributes - Array of custom attributes with:
    • key - Attribute key
    • value - Attribute value
Stream for managing contact information and their interactions with your business.Key Fields:
  • id - Unique identifier for the contact
  • type - Object type identifier
  • workspace_id - ID of the workspace
  • external_id - External identifier from your system
  • role - Role of the contact (user, lead, visitor)
Contact Information:
  • email - Email address
  • phone - Phone number
  • name - Full name of the contact
  • avatar - Avatar URL
  • owner_id - ID of the admin who owns this contact
Timestamps:
  • created_at - When the contact was created (Unix timestamp)
  • updated_at - When the contact was last updated (Unix timestamp)
  • signed_up_at - When the contact signed up (Unix timestamp)
  • last_seen_at - Last time the contact was seen (Unix timestamp)
  • last_replied_at - Last time the contact replied (Unix timestamp)
  • last_contacted_at - Last time the contact was contacted (Unix timestamp)
  • last_email_opened_at - Last time the contact opened an email (Unix timestamp)
  • last_email_clicked_at - Last time the contact clicked an email link (Unix timestamp)
Email Status:
  • has_hard_bounced - Whether emails have hard bounced
  • marked_email_as_spam - Whether contact marked emails as spam
  • unsubscribed_from_emails - Whether contact unsubscribed from emails
Location & Browser:
  • location - Geographic location information containing:
    • type - Location object type
    • country - Country name
    • region - Region/state
    • city - City name
    • country_code - Country code
    • continent_code - Continent code
  • browser - Browser name
  • browser_version - Browser version
  • browser_language - Browser language
  • os - Operating system
  • language_override - Language override setting
Mobile App Data (Android):
  • android_app_name - Android app name
  • android_app_version - Android app version
  • android_device - Android device model
  • android_os_version - Android OS version
  • android_sdk_version - Android SDK version
  • android_last_seen_at - Last seen on Android (Unix timestamp)
Mobile App Data (iOS):
  • ios_app_name - iOS app name
  • ios_app_version - iOS app version
  • ios_device - iOS device model
  • ios_os_version - iOS OS version
  • ios_sdk_version - iOS SDK version
  • ios_last_seen_at - Last seen on iOS (Unix timestamp)
Social & Marketing:
  • social_profiles - Social media profiles containing:
    • data - Array of profile objects with:
      • type - Profile type
      • name - Social network name
      • url - Profile URL
  • utm_campaign - UTM campaign parameter
  • utm_content - UTM content parameter
  • utm_medium - UTM medium parameter
  • utm_source - UTM source parameter
  • utm_term - UTM term parameter
  • referrer - Referrer URL
Communication Preferences:
  • sms_consent - Whether contact consented to SMS
  • unsubscribed_from_sms - Whether contact unsubscribed from SMS
  • enabled_push_messaging - Push messaging enablement status
Associations:
  • tags - Tags associated with the contact containing:
    • type - Tags object type
    • data - Array of tag objects with:
      • type - Tag type
      • id - Tag ID
      • url - Tag URL
    • url - Tags collection URL
    • total_count - Total number of tags
    • has_more - Whether there are more tags
  • notes - Notes about the contact containing:
    • type - Notes object type
    • data - Array of note references
    • url - Notes collection URL
    • total_count - Total number of notes
    • has_more - Whether there are more notes
  • companies - Companies the contact belongs to containing:
    • type - Companies object type
    • data - Array of company references with:
      • id - Company ID
      • type - Company type
      • url - Company URL
    • url - Companies collection URL
    • total_count - Total number of companies
    • has_more - Whether there are more companies
Custom Data:
  • custom_attributes - Array of custom attributes with:
    • key - Attribute key
    • value - Attribute value
Stream for managing the different types of tickets configured in your Intercom workspace.Key Fields:
  • id - Unique identifier for the ticket type
  • type - Object type identifier
  • name - Name of the ticket type
  • description - Description of the ticket type
  • icon - Icon for the ticket type
  • workspace_id - ID of the workspace
  • category - Category of the ticket type
Status & Configuration:
  • archived - Whether the ticket type is archived
  • is_internal - Whether the ticket type is internal only
  • created_at - When the ticket type was created (Unix timestamp)
  • updated_at - When the ticket type was last updated (Unix timestamp)
Attributes:
  • ticket_type_attributes - Attributes defined for this ticket type containing:
    • type - Attributes object type
    • data - Array of attribute definitions with:
      • type - Attribute type
      • id - Attribute ID
      • workspace_id - Workspace ID
      • name - Attribute name
      • description - Attribute description
      • data_type - Data type of the attribute
      • input_options - Input options containing:
        • multiline - Whether input is multiline
      • order - Display order
      • required_to_create - Whether required when creating ticket
      • required_to_create_for_contacts - Whether required for contacts
      • visible_on_create - Whether visible on ticket creation
      • visible_to_contacts - Whether visible to contacts
      • default - Whether this is a default attribute
      • ticket_type_id - ID of the ticket type
      • archived - Whether the attribute is archived
      • created_at - When created (Unix timestamp)
      • updated_at - When last updated (Unix timestamp)
States:
  • ticket_states - States available for this ticket type containing:
    • type - States object type
    • data - Array of state definitions with:
      • type - State type
      • id - State ID
      • category - State category
      • internal_label - Internal label for the state
      • external_label - External label for the state
Stream for managing support tickets and their details.Key Fields:
  • id - Unique identifier for the ticket
  • type - Object type identifier
  • ticket_id - Human-readable ticket ID
  • company_id - ID of the associated company
  • created_at - When the ticket was created (Unix timestamp)
  • updated_at - When the ticket was last updated (Unix timestamp)
  • open - Whether the ticket is open
  • category - Category of the ticket
  • is_shared - Whether the ticket is shared
Assignment:
  • admin_assignee_id - ID of the admin assigned to the ticket
  • team_assignee_id - ID of the team assigned to the ticket
Ticket Type:
  • ticket_type - Type of the ticket containing:
    • type - Ticket type object type
    • id - Ticket type ID
    • name - Ticket type name
    • description - Ticket type description
    • icon - Ticket type icon
    • workspace_id - Workspace ID
    • archived - Whether archived
    • created_at - When created (Unix timestamp)
    • updated_at - When last updated (Unix timestamp)
    • is_internal - Whether internal only
    • category - Ticket type category
    • ticket_type_attributes - Type attributes containing:
      • type - Attributes object type
      • data - Array of attribute definitions
Ticket State:
  • ticket_state - Current state of the ticket containing:
    • type - State object type
    • id - State ID
    • category - State category
    • internal_label - Internal label
    • external_label - External label
Ticket Attributes:
  • ticket_attributes - Attributes and custom fields of the ticket containing:
    • _default_title_ - Default title field
    • _default_description_ - Default description field
    • custom_attributes - Array of custom attributes with:
      • key - Attribute key
      • value - Attribute value
Contacts:
  • contacts - Contacts associated with the ticket containing:
    • type - Contacts object type
    • contacts - Array of contact references with:
      • type - Contact type
      • id - Contact ID
      • external_id - External contact ID
Ticket Parts:
  • ticket_parts - Parts (messages, notes, state changes) of the ticket containing:
    • type - Parts object type
    • ticket_parts - Array of part objects with:
      • type - Part type
      • id - Part ID
      • part_type - Type of part (comment, state_change, etc.)
      • body - Content body
      • created_at - When created (Unix timestamp)
      • updated_at - When last updated (Unix timestamp)
      • ticket_state - New ticket state (for state changes)
      • previous_ticket_state - Previous ticket state
      • redacted - Whether the part is redacted
      • assigned_to - Who the ticket was assigned to containing:
        • type - Assignee type
        • id - Assignee ID
      • author - Author of the part containing:
        • id - Author ID
        • type - Author type
        • name - Author name
        • email - Author email
      • attachments - Array of attachments with:
        • type - Attachment type
        • name - File name
        • url - File URL
        • content_type - MIME type
        • filesize - Size in bytes
        • width - Image width (if applicable)
        • height - Image height (if applicable)
    • total_count - Total number of parts
Linked Objects:
  • linked_objects - Objects linked to this ticket containing:
    • type - Linked objects type
    • data - Array of linked object references with:
      • type - Object type
      • id - Object ID
      • category - Object category
    • total_count - Total number of linked objects
    • has_more - Whether there are more linked objects
Stream for managing conversations between your team and customers.Key Fields:
  • id - Unique identifier for the conversation
  • type - Object type identifier
  • title - Title of the conversation
  • created_at - When the conversation was created (Unix timestamp)
  • updated_at - When the conversation was last updated (Unix timestamp)
Status & Priority:
  • open - Whether the conversation is open
  • state - Current state of the conversation
  • read - Whether the conversation has been read
  • priority - Priority of the conversation
  • waiting_since - Timestamp when the conversation started waiting (Unix timestamp)
  • snoozed_until - When the conversation is snoozed until (Unix timestamp)
Assignment:
  • admin_assignee_id - ID of the admin assigned (Unix timestamp format)
  • team_assignee_id - ID of the team assigned (Unix timestamp format)
  • company_id - ID of the associated company (Unix timestamp format)
Tags:
  • tags - Tags associated with the conversation containing:
    • type - Tags object type
    • tags - Array of tag objects with:
      • type - Tag type
      • id - Tag ID
      • name - Tag name
      • applied_at - When the tag was applied (Unix timestamp)
      • applied_by - Who applied the tag containing:
        • type - Applier type
        • id - Applier ID
Rating:
  • conversation_rating - Rating given for this conversation containing:
    • rating - Rating value
    • remark - Rating remark/comment
    • created_at - When created (Unix timestamp)
    • updated_at - When last updated (Unix timestamp)
    • contact - Contact who gave the rating containing:
      • type - Contact type
      • id - Contact ID
      • external_id - External contact ID
    • teammate - Teammate being rated containing:
      • type - Teammate type
      • id - Teammate ID
Source:
  • source - Source of the conversation (email, chat, etc.) containing:
    • type - Source type
    • id - Source ID
    • delivered_as - How it was delivered
    • subject - Subject line
    • body - Message body
    • url - Source URL
    • redacted - Whether the source is redacted
    • author - Author of the initial message containing:
      • type - Author type
      • id - Author ID
      • name - Author name
      • email - Author email
      • from_ai_agent - Whether from AI agent
      • is_ai_answer - Whether it’s an AI answer
    • attachments - Array of attachments with:
      • type - Attachment type
      • name - File name
      • url - File URL
      • content_type - MIME type
      • filesize - Size in bytes
      • width - Image width (if applicable)
      • height - Image height (if applicable)
Participants:
  • contacts - Contacts involved in the conversation containing:
    • type - Contacts object type
    • contacts - Array of contact references with:
      • type - Contact type
      • id - Contact ID
      • external_id - External contact ID
  • teammates - Teammates involved in the conversation containing:
    • type - Teammates object type
    • teammates - Array of teammate references with:
      • type - Teammate type
      • id - Teammate ID
Custom Data:
  • custom_attributes - Array of custom attributes with:
    • key - Attribute key
    • value - Attribute value
First Contact Reply:
  • first_contact_reply - First reply from the contact containing:
    • created_at - When created (Unix timestamp)
    • type - Reply type
    • url - Reply URL
SLA:
  • sla_applied - SLA information if applicable containing:
    • type - SLA object type
    • sla_name - Name of the SLA
    • sla_status - Status of the SLA
Statistics:
  • statistics - Detailed conversation statistics containing:
    • type - Statistics object type
    • time_to_assignment - Time to assignment in seconds
    • time_to_admin_reply - Time to first admin reply in seconds
    • time_to_first_close - Time to first close in seconds
    • time_to_last_close - Time to last close in seconds
    • median_time_to_reply - Median time to reply in seconds
    • first_contact_reply_at - First contact reply timestamp
    • first_assignment_at - First assignment timestamp
    • first_admin_reply_at - First admin reply timestamp
    • first_close_at - First close timestamp
    • last_assignment_at - Last assignment timestamp
    • last_assignment_admin_reply_at - Last admin reply after assignment timestamp
    • last_contact_reply_at - Last contact reply timestamp
    • last_admin_reply_at - Last admin reply timestamp
    • last_close_at - Last close timestamp
    • last_closed_by_id - ID of who last closed it
    • count_reopens - Number of times reopened
    • count_assignments - Number of assignments
    • count_conversation_parts - Number of conversation parts
    • handling_time - Handling time in seconds
    • adjusted_handling_time - Adjusted handling time in seconds
    • assigned_team_first_response_time_by_team - Array of team response times with:
      • team_id - Team ID
      • team_name - Team name
      • response_time - Response time in seconds
    • assigned_team_first_response_time_in_office_hours - Array of in-office response times
Conversation Parts:
  • conversation_parts - Parts (messages, notes) of the conversation containing:
    • type - Parts object type
    • total_count - Total number of parts
    • conversation_parts - Array of part objects with:
      • type - Part type
      • id - Part ID
      • part_type - Type of part
      • body - Content body
      • created_at - When created (Unix timestamp)
      • updated_at - When last updated (Unix timestamp)
      • notified_at - When notified (Unix timestamp)
      • state - Part state
      • external_id - External ID
      • redacted - Whether redacted
      • app_package_code - App package code
      • assigned_to - Assignment information containing:
        • type - Assignee type
        • id - Assignee ID
      • author - Author information containing:
        • type - Author type
        • id - Author ID
        • name - Author name
        • email - Author email
        • from_ai_agent - Whether from AI agent
        • is_ai_answer - Whether it’s an AI answer
      • attachments - Array of attachments
      • tags - Array of tags applied to this part
      • email_message_metadata - Email metadata containing:
        • subject - Email subject
        • email_address_headers - Array of email headers with:
          • type - Header type
          • email_address - Email address
          • name - Name
      • metadata - Additional metadata containing:
        • quick_reply_options - Quick reply options
        • quick_reply_uuid - Quick reply UUID
      • event_details - Event details if applicable containing:
        • workflow - Workflow information
        • attribute - Attribute information
        • value - Value information
Linked Objects:
  • linked_objects - Objects linked to this conversation containing:
    • type - Linked objects type
    • total_count - Total number of linked objects
    • has_more - Whether there are more linked objects
    • data - Array of linked object references with:
      • type - Object type
      • id - Object ID
      • category - Object category
AI Agent:
  • ai_agent_participated - Whether an AI agent participated
  • ai_agent - AI agent details if applicable containing:
    • source_type - Source type of AI content
    • source_title - Source title
    • last_answer_type - Type of last answer
    • resolution_state - Resolution state
    • rating - AI agent rating
    • rating_remark - Rating remark
    • created_at - When created (Unix timestamp)
    • updated_at - When last updated (Unix timestamp)
    • content_sources - Content sources used containing:
      • type - Sources object type
      • total_count - Total number of sources
      • content_sources - Array of source objects with:
        • content_type - Type of content
        • url - Source URL
        • title - Source title
        • locale - Content locale

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Data Model

The following diagram illustrates the relationships between the core data streams in Intercom. The arrows indicate the join keys that link the different entities.