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Intercom Recorder

Companies that use Intercom for customer relations can ingest Intercom events in their logs, in order to correlate them with other events in their systems. This can be achieved by creating a private Intercom “application” (that is not much more than a webhook, as you will see) in their workspaces.

  1. Sign in to Intercom and navigate to the Developer Hub
  2. Click on the “New app” button, and fill out the form as follows:
  3. Select “Basic information” on the left-hand side menu, and copy the “Client secret” that we will need in the next step.
  4. Click on “Webhooks” on the left-hand side menu.
  5. Enter the endpoint URL, replacing <Client secret> with the client secret from the previous step
    https://integrations.Cluster URL/v1/intercom/v1/events/<Client secret>

    If you’d like to specify the application name and subsystem name you can add them right after the token in the payload URL like the below example.https://integrations.Cluster URL/v1/intercom/v1/events/<Client secret>?appName=<APP>&subSystem=<SUBSYSTEM>Cluster URL is a variable. Please match this part with a row entry within the table. Copy the table row entry located under the column that matches the top-level domain of your Coralogix account (.com, .in, etc.). Replace the variable part of the URL with this entry.
     EUINUSA
    Cluster URLcoralogix.comapp.coralogix.incoralogix.us
    Team URL.coralogix.com.app.coralogix.in.app.coralogix.us
  6. Select the “Webhook topics” from the dropdown menu that you are interested in, e.g. conversation.user.created

    Note: The setup on Intercom’s site is basically done with that, but don’t click on the “Save” button just yet. (If you already did, no worries, nothing bad will happen, you will just see an error message, because the endpoint is not yet set up on Coralogix’ side.)
  7. Open in Coralogix: Settings -> Context Data Plugins
  8. Click on the Intercom tab.
  9. Click on the “+ADD NEW KEY” button.
  10. Enter integration name and the API key which is the “Client secret“.
  11. Click on the “Apply Changes” button.
  12. Click on the “Save” button in Intercom Webhooks.

Example log:

{
   "source_system"  :  "intercom" ,
   "intercom"  : {
     "type"  :  "notification_event" ,
     "app_id"  :  "pc1eeznt" ,
     "data"  : {
       "type"  :  "notification_event_data" ,
       "item"  : {
         "type"  :  "conversation" ,
         "id"  :  "4" ,
         "created_at"  :  1619423555 ,
         "updated_at"  :  1619424688 ,
         "user"  : {
           "type"  :  "lead" ,
           "id"  :  "60787e73099bb148057c1111" ,
           "user_id"  :  "12345678-0000-aaaa-1111-abcdefg12345" ,
           "name"  :  "Indigo Umbrella from Munich" ,
           "email"  :  "" ,
           "do_not_track"  :  null 
        },
         "assignee"  : {
           "type"  :  "nobody_admin" ,
           "id"  :  null 
        },
         "admin_assignee_id"  :  null ,
         "team_assignee_id"  :  null ,
         "conversation_message"  : {
           "type"  :  "conversation_message" ,
           "id"  :  "822898059" ,
           "url"  :  "http://localhost:63342/aux-data-ingress/intercom-demo.html?_ijt=615bri6jf9tqgpevlc7cc102sj" ,
           "subject"  :  "" ,
           "body"  :  "<p>test</p>" ,
           "author"  : {
             "type"  :  "user" ,
             "id"  :  "60787e73099bb148057c1111" 
          },
           "attachments"  : []
        },
         "conversation_parts"  : {
           "type"  :  "conversation_part.list" ,
           "conversation_parts"  : [
            {
               "type"  :  "conversation_part" ,
               "id"  :  "8863805399" ,
               "part_type"  :  "comment" ,
               "body"  :  "<p>Hi, can you explain how this works?</p>" ,
               "created_at"  :  1619424687 ,
               "updated_at"  :  1619424687 ,
               "notified_at"  :  1619424687 ,
               "assigned_to"  :  null ,
               "author"  : {
                 "type"  :  "user" ,
                 "id"  :  "60787e73099bb148057c1111" ,
                 "name"  :  null ,
                 "email"  :  "" 
              },
               "attachments"  : [],
               "external_id"  :  null 
            }
          ],
           "total_count"  :  1 
        },
         "conversation_rating"  : {},
         "open"  :  true ,
         "state"  :  "open" ,
         "snoozed_until"  :  null ,
         "read"  :  true ,
         "metadata"  : {},
         "tags"  : {
           "type"  :  "tag.list" ,
           "tags"  : []
        },
         "tags_added"  : {
           "type"  :  "tag.list" ,
           "tags"  : []
        },
         "custom_attributes"  : {},
         "links"  : {
           "conversation_web"  :  "https://app.intercom.com/a/apps/pc1eeznt/conversations/4" 
        }
      }
    },
     "links"  : {},
     "id"  :  "notif_4ef0ca4e-0974-4aef-94e8-5f60c39eb5f8" ,
     "topic"  :  "conversation.user.replied" ,
     "delivery_status"  :  "pending" ,
     "delivery_attempts"  :  1 ,
     "delivered_at"  :  0 ,
     "first_sent_at"  :  1619424689 ,
     "created_at"  :  1619424689 ,
     "self"  :  null 
  }
}