Overview

The Intercom integration allows you to see which users are engaging with your guides and whether they were able to complete them or not. 

Also, you can see which users have reacted to your NPS survey along with the actual score and feedback.

Later on, you can filter and segment end-users based on their NPS response to automate your Intercom emails and messages. 

Important Note: To successfully integrate, Intercom should be a product that you've been using.

 

How To Enable Intercom Integration

You can enable this integration by using the toggle within the Integrations Tab under the Settings Section.

How To Use It

Once the feature is enabled, you can visit a user's Intercom page within the Contacts.

When you arrive at a specific user's page, turn your gaze to the Recent Events on the right side of the page. Here, you'll be able to see the user's recent experience with your onboarding content.

Click on Load more, and continue to load more events until you see an event called guide started (userguiding) or guide completed (userguiding).

  

Guide started (userguiding) 

It means that the first step of a guide is previewed by a user. To see which guide it is, click on the angle bracket on the right side. 

You'll be able to see the guide's ID, name, and the URL of the page on which the user has seen the guide.

  

Guide completed (userguiding) 

It means that the user has gone through all steps of a guide and successfully completed it. To see which guide it is, again click on the angle bracket on the right side. 

You'll be able to see the guide's ID, name, and the URL of the page on which the user has seen the guide.

This way, you can be sure that your users are utilizing the support and guidance you've been providing them. They're engaging with your product through the well-designed experience by you, with UserGuiding.

  

User Events of NPS

When you look at the Recent Events on the right side of a user's page in Intercom, you'll be able to see the details of their interaction with the NPS Survey of UserGuiding.

  

1) nps survey shown (userguiding) 

It means that your NPS Survey is seen by the user. To see the URL of the page in which the user has seen the survey, again click on the angle bracket on the right side. 

   

2) nps score submit (userguiding) 

It means that the user has given you a certain NPS score. To see the actual value of it, click on the angle bracket on the right side

As you can see in the below example, the score is written as in number, under the "score" section. You can also see the URL of the page in which the user has given you the score.

 

3) nps feedback submit (userguiding) 

It means that the user has given a written answer to the question of your NPS Survey. To see the answer, click on the angle bracket on the right side.

This way, you can see that the user's answer is written under the "surveyQuestion" section. You can also see the URL of the page in which the user has given you the score.

   

User Events of Hotspots

1) hotspot interacted (userguiding)

It means that the user interacted with a hotspot group and seen a hotspot as content. (remember, hotspot groups can have multiple hotspots as contents).

To see which hotspot from which group, click on the hotspot interacted (userguiding) inside recent events.

You'll see the hotspot group ID, interacted hotspot's ID, name of the hotspot group, and the URL of the page on which the user interacted with the hotspot.

hotspotTitle is the extracted hotspot title from hotspot content.

User Events of Checklists

1) checklist item trigger (userguiding)

It means that a checklist guide is triggered by the user. To see which guide it is, click on the checklist item triggered (userguiding) inside recent events.

You'll see the checklist's name / ID, guide name / ID, and the URL of the page on which the user has triggered the guide from the checklist.

Automating Intercom Emails and Messages based on your NPS Score 

First of all, when you want to filter your users in Intercom according to the NPS score which they've given you, you can use nps_score_userguiding as the filter.

In the example below, we've wanted to get the list of users who've given us an NPS score greater than 7.

   

Creating a User Audience for Intercom Messages and Emails

When you create an email or in-app message on Intercom, you often make a decision on who will receive it. By adding rules, you design your audience. 

Now, you can generate and +Add rule based on the NPS scores given by your users and various conditions of the Intercom.

In the below example, our email audience is made up of users who've given us an NPS score greater than 7. 

In any use case, you can detect which users are given you an NPS score lower or higher than a certain value and gain insight into users' opinions on your product and service.

Accordingly, then, you can take necessary measures through intelligent communication with Intercom messages and emails.


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