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Integrate Intercom with Zonka Feedback ๐Ÿ’ฌโญ๐Ÿ˜ƒ
Integrate Intercom with Zonka Feedback ๐Ÿ’ฌโญ๐Ÿ˜ƒ

Trigger in-app surveys to your customers from Intercom Messenger ๐Ÿ’ฌโญ๐Ÿ˜ƒ

Sonika Mehta avatar
Written by Sonika Mehta
Updated over a week ago

Intercom integration with Zonka Feedback lets you simplify your tasks and workflows, from sending personalized surveys to customers after resolving a query to adding new users to the customer list. Knowing your customer's experience is the best way to know your brand's strengths.

With the Intercom and Zonka Feedback integration, you can:

  • Create and Update contacts in Intercom

  • Sync Survey Responses in Intercom

  • Create a new Intercom conversation

  • Show this survey in Zonka Feedback App in Intercom Inbox

  • Automatically send Zonka Feedback email surveys based on activity in the intercom

In this section

What do you need for this integration?

  • A Zonka Feedback Account - any plan

  • An Intercom Account

Setting up the Intercom Integration with Zonka Feedback

  • Choose a Survey from Survey List View and head to the Integrations tab from the top navigation.

  • Click on 'Connect' in Intercom.

  • Next, you will see the Intercom Integrations Detail Page and click on 'Connect to Intercom' to connect your Zonka Feedback Account.

  • Youโ€™ll be redirected to your Intercom account. If you're not logged in, you will have to log in at this step.

  • Once chosen, you will see an Authorization Screen. Click on 'Allow' to give permission to Zonka Feedback to access your Intercom account.


  • Now, Zonka Feedback and Intercom are connected successfully.

Create and Update contacts in Intercom

Once you have Connected your Intercom and Zonka Feedback Account you can enable the toggle to create new Contacts and update existing contacts in Intercom when new Zonka Feedback Survey Responses are received.

Then, Click on Add Mapping, to sync all the responses to your Intercom. To do this, please follow the steps below,

  1. To begin with, the mapping, give it a name in 'Mapping Name' which is user-friendly and which helps you easily identify the mapping.

  2. You can now Select Conditions. If these conditions are met, the Survey Responses will be mapped to Intercom, else won't be. If you'd like to sync all the Survey Responses, then you can leave this blank without adding any filters.
    You can have a combination of either 'All' or 'Any' conditions to set your criteria.

  3. Next, you can Map the Fields. Here all the questions of your Zonka Feedback Survey will be displayed on one side and corresponding to it the Constant Contact List fields will be displayed. You can select the Constant Contact List fields that you'd like to map. This means the data from Zonka Feedback Survey Response will get added to the corresponding Pipedrive fields.

  4. If you don't wish to map some fields, you can leave them blank.

  5. Once done, click on 'Save' to save your Mapping Name, List, Conditions, and Mapping.

๐Ÿ“ŒNote: The email address is a mandatory field that gets mapped.

Your mapping will now be done and your responses and contacts are either created or updated automatically.

Sync Survey Responses in Intercom

Zonka Feedback helps you put survey results directly into Intercom tied to contacts, you can track CX Metrics of each contact in real-time. To do this, Sync your survey ratings, and responses so that it gets pushed to the relevant contacts in Intercom as notes. You're able to sync either of the following information,

  • Sync Score: This includes your survey CX Metrics (NPSยฎ, CES, and CSAT) Scores.

  • Sync Full Response: This includes your survey response with all Survey Questions and their corresponding Responses.

๐Ÿ“ŒNote: To sync all your responses, make sure your trigger emails toggle is enabled.

Create a new Intercom Conversation

You can also create a new conversation in Intercom with your contacts post their survey response. To start a conversation, Toggle On the 'Create a new Intercom Conversation' option.

You can now Select Conditions when a conversation should be started,

  1. Every time - Every time when your customers give a response, a conversation against the specific contact the conversation gets triggered.

  2. Only when - Only when the set conditions are met, a conversation is triggered.
    You can have a combination of either 'All' or 'Any' conditions to set your criteria.

  3. Once done, click on 'Save'.

๐Ÿ“ŒNote: To create a conversation in Intercom it is mandatory to have an 'Email' field/question in your survey.

Show this survey in Zonka Feedback App in Intercom Inbox

Enable viewing and sharing of your survey to customers from your Intercom using the Zonka Feedback Intercom Inbox App.

With this, you can trigger auto messages with a quick rating question in the Intercom messager to address unhappy customers or to nurture satisfied customers into becoming valuable repeat businesses or referrals. To setup, please follow the steps below,

  1. Choose the Zonka Feedback app, from the reply box.

  2. Select the survey you would like to send to your customers.

  3. In the in-house app, the survey questions are displayed as,

    • Embedded Question - The first question of your survey gets embedded in your Intercom messenger. You can have either NPS or CES as the first question.

    • Button - Send as Survey Button

Resync agents

If you had missed out syncing any of your agents, you have an option to resync by clicking on the 'Resync agents' at the right top and click on Save.

Benefits of Intercom and Zonka Feedback integration

  • Automate and save time in your quality assurance process.

  • Collect quick and instant responses from your customer.

  • Increase agent performance and productivity.

  • Keep track of agent and team improvement over time.

  • Streamline your quality operation process.

Removing Intercom Integration

Anytime you want to remove the Intercom Integration, you can do so easily. Here's how.

  • Go to Surveys > Integrations > Intercom

  • Scroll down to the bottom and click on the link 'Remove Integration'. The Integration would be removed.

You can connect your Intercom Account anytime later if you want to reconnect it.

FAQs: Intercom integration with Zonka Feedback

โ€‹Can I start a conversation in the Intercom based on conditions?

Yes, you can add multiple conditions for starting a new conversation with your contacts in Intercom post a survey response.

For Example, You can start a conversation with,

  1. Unhappy customers to address their queries.

  2. Happy customers and promote your business.

  3. Customers with pending issues.

  4. Customers who have requested a replacement of the order.

Can I change the field mapping after a few Contacts have been synced?

You can change the field mapping anytime, i.e. which information from Zonka Feedback should get saved in which field in Mailchimp List. However, when you change the field mapping, it will not have any effect on the previously synced contacts Intercom.

Can I sync some agents now and the remaining later?

Yes, you have an option to do so. You can initially sync some of your agents and then click on the 'Resync agents' to sync your missed out agents.

Can I keep connect multiple Zonka Feedback accounts with Intercom?

With one Zonka Feedback account, only one intercom can be connected. Multiple Zonka Feedback can't be connected.

Can I get Intercom integration under a professional plan?

Yes, you do get the benefits of Pipedrive integration with the Professional plan and above. With this integration, you can send Surveys or create contacts in your Intercom Messenger and know their satisfaction rate with your services. Know our pricing plans.

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