NOTE: This doc explains what our Intercom integration does, and how to use it. If you need to set up the integration, head here.
Our Intercom integration effectively adds Receptive functionality directly into the Intercom chat widget, meaning your customers can provide feedback without ever having to leave the conversation. This increases the amount of feedback you collect, and improves the quality of the data, all while ensuring your customers have a positive experience.
You may need to introduce your customers to Receptive when you chat to them through Intercom. There are some ideas on how to do that here.
The integration enables:
- You to automate feedback collection using the Answer Bot.
- You to send a link to the suggest form.
- You to send a link to an existing request.
- Your customers to update their priorities.
1. Automating with Answer Bot
If you have set up your Answer Bot as described here, a lot of the work will be done for you. If a customer messages to say they have feedback, Answer Bot will automatically send a link to your feedback form in Receptive so they can submit their feedback without you having to ever reply to them.
2. Send a Link to the Suggest Form
Select the "Receptive apps" button at the bottom of your chat window. Then select the first option ("Ask customer to submit request"). This will send your customer a button with which they can access your feedback form and provide you with feedback.
3. Send an Existing Request to a Customer
To enable your customers to view an existing request, click on the "Receptive apps" button at the bottom of your chat window.
Select the second option ("Search for a request") and you'll be prompted to search. Type in the name of the request you wish to send, and it will appear.
You can then select it and it will appear in the Intercom chat widget for your customer to click on and view. They can then vote for that request, or comment on it if they have any information to add.
4. Enable your customers to update their priorities
Your customers will be able to access the Receptive dashboard by clicking on the button (see use case 1) or clicking a link to an existing request (see use case 2).
Once your customer has opened Receptive inside the Intercom chat window, they can click the hamburger menu at the top to be taken to their dashboard.
They can then update their priorities and browse other requests.