How do I set up user sync for Intercom?
Required Feature Flags
The following feature flags and permissions are required to use this feature:
Feature Flag | Technical Name | Description |
Integrations |
| Required because user sync runs on top of an authenticated Intercom integration |
Required Permissions:
Manage Integrations (
admin.integration.settings) — to authenticate the Intercom integration and to enable User Sync on the User sync tabManage Users — to activate users from the Pending list once they have been imported
What Is User Sync?
User Sync seamlessly imports and periodically updates user data from external platforms like Intercom into evaluagent. The feature streamlines user management, keeping your support team's information current and accurate within evaluagent. For example, it imports user information on initial set-up and updates information like the name when there's a change (e.g. when an agent gets married and changes their surname).
Getting Started with User Sync
Step 1: Navigation
Go to Conversations > Integrations > Platforms tab > select Intercom.
Step 2: Authentication
Following the navigation will take you to a screen where you can authenticate the Intercom integration.
_Please note: you'll need to be logged into Intercom as an Intercom administrator/account owner to complete this step._
Step 3: Configure
Once you've completed authentication, go to the User sync tab to configure the feature and enable it.
Part 1: Tell us the column you want us to use as the primary identifier for matching your users. If it's the username, user ID or email, leave this field blank.
Part 2: Click Enable to start importing users. Imported users will be marked as Pending until you activate them.
On clicking Enable User Sync, evaluagent will start importing users from your Intercom account.
Note: When User Sync is first enabled, users will be imported to evaluagent within an hour. After the initial setup, user sync runs every 6 hours.
FAQs
How does this affect user limits/licences?
* When new users are imported via Intercom, they are marked as Pending — until you set them up and make them active, they won't impact your licence limits.
How often do users sync?
* When User Sync is first enabled, users will be imported to evaluagent within an hour. After the initial setup, user sync runs every 6 hours.
Where do imported users go?
* New users are imported and added to the pending section of the users page where you can configure their roles and permissions.
What integrations have user sync?
* User Sync is currently available for Intercom and Zendesk integrations.
Does evaluagent overwrite the user data I have in my third-party platform (e.g. Intercom)?
* No. evaluagent treats the third party as the source of truth — we only pull user information from the third party, we don't send data there.
What changes are made during user sync?
* During the user sync process, the following changes are made:
* If a user is found in your Intercom account but not in your evaluagent account, that user is imported as a pending user in evaluagent. * If we find an existing user whose username has changed in your Intercom account, we update the user's name in evaluagent.