Intercom Integration
Connect ProductBridge to Intercom to automatically import feedback from conversations, notes, and messages into your feedback inbox.
Overview
The Intercom integration connects your Intercom workspace to ProductBridge so you can automatically import feedback from support conversations. Instead of manually copying insights from chat logs, ProductBridge extracts and categorizes feedback in real time.
Prerequisites
- An active Intercom workspace with admin or app management permissions
- A ProductBridge project with at least one feedback channel enabled
- OAuth authorization (ProductBridge handles this during setup)
Connect Intercom
Open Integration Settings
Navigate to Settings > Integrations > Intercom in your ProductBridge dashboard and click Connect.
Authorize Access
You are redirected to Intercom's OAuth flow. Grant ProductBridge access to your workspace. ProductBridge only requests permissions for conversations, contacts, and tags.
Use a service account rather than a personal account so the connection persists if team members leave.
Select Workspace
If you have multiple Intercom workspaces, choose the one you want to connect. You can connect additional workspaces later from the same settings page.
Configure Import Rules
Choose how feedback gets imported from Intercom into ProductBridge:
Import only conversations tagged with specific labels (e.g., "feedback", "feature-request"). This gives you full control over what gets imported.
Navigate to Integration Settings > Import Rules and add the Intercom tags you want to monitor.
Start with tagged conversations to control the flow, then expand to AI-detected feedback once you are comfortable with the quality.
Import internal notes that your support agents tag as feedback. This is useful when agents summarize user requests in their own words.
Enable Import Notes in the integration settings and specify which note tags to watch.
Let ProductBridge AI automatically detect and extract feedback from every conversation — no manual tagging required. The AI identifies feature requests, bug reports, and improvement suggestions.
Enable AI Auto-Detection in the integration settings. You can set a confidence threshold to control sensitivity.
Map Fields
Map Intercom fields to ProductBridge attributes so imported feedback is structured correctly:
| Intercom Field | ProductBridge Field | Description |
|---|---|---|
| Contact email | User identity | Links feedback to user profiles |
| Conversation subject | Feedback title | Used as the feedback headline |
| Conversation body | Feedback content | The full feedback text |
| Tags | Categories | Maps to ProductBridge categories |
| Contact company | User segment | Enables segment-based analysis |
How It Works
Once connected, the integration runs continuously:
- New conversations matching your rules appear in your ProductBridge feedback inbox within minutes
- Each item is tagged with "via Intercom" so you can filter by source
- User identity is matched automatically — if the Intercom contact exists in ProductBridge, feedback is linked to their profile
- All imported feedback flows into Feedback Intelligence for automatic categorization and sentiment analysis
The Intercom integration syncs in near real-time. New matching conversations typically appear in ProductBridge within 2-5 minutes.
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