Intercom Integration

This guide explains how to send Intercom conversation and ticket events as goal events to ABsmartly using Intercom Series webhooks. This allows you to track customer support interactions as metrics in your experiments — for example, to measure whether a product change reduces the number of support conversations.

Prerequisites

1. ABsmartly account with access to the Web Console and a valid SDK API Key. API Keys can be created under Settings > API Keys in the ABsmartly Web Console.
2. Intercom account with a plan that supports Series webhooks.
3. A unit type (e.g. user_id or email) that is shared between your ABsmartly experiments and your Intercom contacts so that events can be attributed to the correct user.

Step 1 — Create a Series with a Webhook

1. In Intercom, go to Outbound > Series.
2. Click New Series and give it a name, for example: ABsmartly Goal Events.
3. Add a Starting point rule that defines when the webhook should fire. For example:
   • User started a conversation or
   • A filter based on user attributes or events.
4. Add a Send webhook block and connect it to your starting point.
5. Configure the webhook:
   • Method: PUT
   • URL: Your ABsmartly Collector endpoint followed by /context. For example: https://your-subdomain.absmartly.io/v1/context
   • Content-Type: JSON
6. Add the following headers:

Header	Value
X-API-Key	Your ABsmartly SDK API Key
X-Application	The application name matching your ABsmartly Web Console (e.g. www)
X-Application-Version	0
X-Environment	The environment name matching your ABsmartly Web Console (e.g. production)
X-Agent	intercom-webhook

7. Configure the request body with key-value pairs. Use the {...} menu to insert dynamic Intercom attributes. Build the following payload:

{
  "publishedAt": "{timestamp_ms}",
  "units": [
    {
      "type": "user_id",
      "uid": "{user_id}"
    }
  ],
  "goals": [
    {
      "name": "intercom_conversation_started",
      "achievedAt": "{timestamp_ms}",
      "properties": {
        "user_email": "{email}",
        "user_name": "{name}",
        "company": "{company.name}"
      }
    }
  ]
}

tip

Use the {...} attribute picker in the Intercom webhook editor to insert dynamic user attributes like user_id, email, andcompany.name. The available attributes depend on the data you track in Intercom.

8. Click Test to verify the webhook with a sample user before activating.
9. Set the Series live.

info

The X-Application and X-Environment values must match existing entries in your ABsmartly Web Console under Settings > Applicationsand Settings > Environments.

Step 2 — Create the Goal in ABsmartly

1. In the ABsmartly Web Console, go to Settings > Goals.
2. Create a new goal named intercom_conversation_started (matching the name in the webhook payload).
3. You can now use this goal as a metric in any of your experiments.

Tracking Different Events

You can create multiple Series to track different Intercom events as separate goals:

• Conversation rated — Trigger on conversation rating event, goal name: intercom_conversation_rated.
• User messaged — Trigger when a user sends a message, goal name: intercom_user_messaged.
• Ticket created — Trigger on ticket creation, goal name: intercom_ticket_created.

info

If a webhook fails, Intercom will retry up to 2 additional times. After the third attempt, the webhook is marked as failed. You can monitor webhook delivery in the Series statistics once the Series is live.

Verifying the Integration

1. Use the Test feature in the Series webhook editor to send a test payload with a real user's data.
2. Check the ABsmartly Web Console under the experiment's goals to verify that the event was received.
3. Once the Series is live, monitor the webhook statistics in Intercom to confirm successful deliveries.

If you have any issues setting up the Intercom integration, please contact us at [email protected].