Track Intercom Chats

Intercom is a customer messaging platform that provides live chat, chatbots, help desk, and customer engagement tools. WhatConverts can track Intercom chat conversations through a Zapier integration combined with custom JavaScript code, which captures closed conversations along with complete marketing attribution, including source, medium, campaign, landing page, and click ID information.

Set Up Intercom Chat Tracking

To track Intercom chat conversations with WhatConverts, you'll need to replace your standard Intercom code with custom tracking code and configure a Zapier automation.

Step 1: Replace Intercom Installation Code

1. On your website, where you have placed your Intercom JavaScript Installation Code, replace your Intercom Basic JavaScript for Website Visitors Installation Code with the code below.

   javascript

   <script>
   var cookie = oqhaqzwnbjgcpycneryg('wc_client');
   var source = '',
       medium = '',
       campaign = '',
       content = '',
       keyword = '',
       gclid = '',
       landing_page = '',
       user_id = '',
       msclkid = '';
   if (cookie) {
       var cookie_parts = cookie.split('+..+');
       if (cookie_parts[0])
           source = cookie_parts[0];
       if (cookie_parts[1])
           medium = cookie_parts[1];
       if (cookie_parts[2])
           campaign = cookie_parts[2];
       if (cookie_parts[3])
           content = cookie_parts[3];
       if (cookie_parts[4])
           keyword = cookie_parts[4];
       if (cookie_parts[5])
           gclid = cookie_parts[5];
       if (cookie_parts[6])
           landing_page = cookie_parts[6];
       if (cookie_parts[7])
           user_id = cookie_parts[7];
       if (cookie_parts[8])
           msclkid = cookie_parts[8];
   }
   window.intercomSettings = {
       app_id: "********",
       source: source,
       medium: medium,
       campaign: campaign,
       content: content,
       keyword: keyword,
       gclid: gclid,
       landing_page: landing_page,
       user_id: user_id,
       msclkid: msclkid
   };
   </script>
   <script>
   (function() {
       var w = window;
       var ic = w.Intercom;
       if (typeof ic === "function") {
           ic('reattach_activator');
           ic('update', w.intercomSettings);
       } else {
           var d = document;
           var i = function() {
               i.c(arguments);
           };
           i.q = [];
           i.c = function(args) {
               i.q.push(args);
           };
           w.Intercom = i;
           var l = function() {
               var s = d.createElement('script');
               s.type = 'text/javascript';
               s.async = true;
               s.src = 'https://widget.intercom.io/widget/*******';
               var x = d.getElementsByTagName('script')[0];
               x.parentNode.insertBefore(s, x);
           };
           if (w.attachEvent) {
               w.attachEvent('onload', l);
           } else {
               w.addEventListener('load', l, false);
           }
       }
   })();
   </script>
   

Note: Replace ******* with your Intercom App ID. You can find your App ID inside your Intercom JavaScript Installation Code.



2. Save your changes.

Step 2: Set Up Zapier Integration

1. Go to Zapier and click "Create Zap".
2. Select "Intercom" as your Trigger App and "New Closed Conversation" as the Trigger Event.
3. Test your Trigger step on your website by starting and ending a chat. Click "Test Trigger" to pull in sample chats.
4. Review the most recent chat and make sure you're using the most recent chat with WhatConverts data appended. Click "Continue".
5. Select "Intercom" as your first Action App and select "Find Lead" as the Action Event. Click "Continue".
6. Under Search Mode, select "ID" and under Search Value, select "User ID". Click "Continue". Test your step and, once successful, click "Finish".



7. Add a third Action Step and select "WhatConverts" as your Action App. Select "Create Lead" as the Action Event, then click "Continue".
8. Select your WhatConverts account to integrate with Intercom.
9. Set up your template as follows:
   • Lead Type: Chat
   • Profile: Your WhatConverts Profile
   • Referrer Source: Utm Source
   • Referrer Medium: Utm Medium
   • Referrer Campaign: Utm Campaign
   • Referrer Content: Utm Content
   • Referrer Keyword: Utm Term
   • Gclid: Custom Attributes Gclid
   • User ID: Custom Attributes User ID



10. Add the following fields under Additional Fields:
    • Transcript: Messages Body
    • Email: User Email
    • Name: User Name
    • Transcript URL: Links Conversation Web
11. Click "Continue" and send a test to WhatConverts. When the test is successful, you can name your Zap and turn your Zap "on".

Your Intercom integration is now complete. WhatConverts will capture all closed chat conversations from Intercom through Zapier and create leads with full attribution data.

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