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Integrate Intercom Messenger for end-users

Learn how to bring your own Intercom Messenger client to provide support directly to end-users in your apps.

You can bring your own Intercom Messenger to Retool to provide support to end-users. End-users are shown a help bubble when viewing apps, and when clicked, your own Intercom Messenger is displayed.

Requirements​

To provide Intercom Messenger support to your end-users, your organization must be on a Business or an Enterprise plan. You must also be an admin of your organization to configure Intercom-related settings.

Retool requires that you use Intercom’s Identity Verification feature. Intercom strongly recommend using this feature because it prevents user impersonation and ensures conversations are private.

Set up Intercom Messenger support​

  1. Navigate to Settings > Branding in Retool.
  2. Select Configure on the Intercom Messenger Support section.
  3. Enter your Intercom App ID. See Intercom’s documentation to find this value.
  4. Enter your Intercom Identity Verification Key. This can be found in your Intercom security settings.
  5. Click Close to save your changes.
note

In Intercom, navigate to the Settings > Channels > Messenger > Install tab and toggle on Enable the Messenger API to continue installation in the Configure your code snippet section. This setting allows the Intercom Messenger API to function and receive traffic. If this setting is off, you will receive a 403 error when trying to access Intercom Messenger.

Test the Intercom messenger client by navigating to a Retool app as a view-only user. Click the help bubble to reveal your Intercom messenger client.

Sending user data to Intercom​

Intercom allows organizations to track information about end-users through the use of both standard and custom data attributes. A user’s Intercom experience, including their Messenger client language, can also be customized using Intercom's data attributes.

By default, Retool sends only the following information about a user to Intercom:

  • Email
  • User SID

To send additional information about a user to Intercom, you must use Retool's User Attributes.

  1. Navigate to Settings > Branding in Retool.
  2. Select Configure in the Intercom Messenger Support section.
  3. Under User Attributes, select Add attribute and select from one of your organization’s user attributes.
  4. Specify the name that the user attribute should be mapped to when it is sent to Intercom.
  5. Click Save.
  6. When an end-user next opens an app, the selected user attributes is sent to Intercom and can be seen under the Details section of the Intercom user.