Intercom Integration

The Convas for Intercom integration allows you to seamlessly collect feedback from customer conversations and share feedback posts without leaving the Intercom Inbox. This creates a streamlined workflow for support teams to capture and respond to product feedback.

What You Can Do

With the Intercom integration, you can:

Collect feedback directly from customer conversations
Search existing feedback and vote on behalf of customers
Share feedback links directly in conversations
Maintain context between support tickets and product feedback

Perfect for support teams who want to capture product feedback without disrupting their workflow.

Prerequisites

Before setting up the integration, make sure you have:

Active Convas account - Get started here if you're new to Convas
Intercom workspace with appropriate permissions to install apps
Admin access to both Convas and Intercom for the initial setup

Installation Guide

Step 1: Install from Intercom App Store

Go to the Intercom App Store
Search for "Convas"
Click "Install" on the Convas for Intercom app

Step 2: Connect Your Accounts

After installing the app:

Navigate to your Intercom Settings
Find "Convas" in your installed apps
Click "Connect" to link your Convas account
Authorize the connection when prompted

That's it! You're now ready to start using Convas within Intercom.

Using Convas for Intercom

When you are having conversations with customers in the Intercom Inbox, you are now able to collect the customers feedback to Convas by either creating a new feedback post or searching for an existing feedback post to upvote on behalf of your customer.

1. Open Convas in Intercom

Click the Convas icon in the Inbox toolbar to open Convas for Intercom.

If the Convas icon is not visible, click the "Add an App" button and then select Convas.

2. Create a new post OR search for existing feedback posts

From here, you can decide if you want to search for a post or create a new one.

If you search and select an existing feedback post a vote will be added to that post on behalf of the customer.

3. Share the Convas feedback post in the conversation

Once you have created or selected a feedback post, the feedback link with preview will be added in your message compose box so you can easily share it with your customer. If you would rather keep it private, just delete the feedback link in the message compose box.

Convas snippet inside Intercom inbox compose box.

Done! You have successfully collected feedback to Convas from the Intercom Inbox.

Best Practices

When to Create New Feedback

Create new feedback posts when:

The customer describes a completely new feature request
You encounter a bug report that hasn't been submitted before
The conversation reveals a unique use case or need

When to Use Existing Feedback

Search for and use existing feedback when:

The customer mentions a feature that's already been requested
You recognize a common pain point or request
The conversation relates to items on your public roadmap

Managing Customer Expectations

When sharing feedback links:

Explain how the feedback process works
Set expectations about response times
Encourage customers to follow the feedback for updates

Troubleshooting

App not appearing in Intercom?

Check that the Convas app is properly installed
Verify you have the necessary permissions in Intercom
Try refreshing the Intercom page or clearing browser cache

Connection issues?

Ensure you have admin access to both platforms
Re-authorize the connection in Intercom settings
Contact support if connection problems persist

Can't find specific feedback?

Use different search terms or keywords
Check if the feedback exists on your public Convas page
Consider creating new feedback if nothing relevant exists

Need Help?

If you encounter any issues with the Intercom integration or have questions about setup, don't hesitate to contact our support team. We're here to help you get the most out of your feedback collection workflow.

Documentation