Peoplelogic.ai uses the latest Intercom.io REST API to aggregate events from the Intercom workspaces that you grant access to.  Out of the box we aggregate the following events:

• Contact Created

• Contact Updated

• Support Chat Started ✅

• Support Chat Closed ✅

• Support Chat Reopened ✅

• Support Chat Assigned

• Support Chat Updated

• Note Event Sent (these are CRM specific vs the ones from tools like Slack)

✅  Good KPI choices for this integration

Advanced Insights

Lexi can also use the Intercom data to produce advanced insights, not simply event data.  Those advanced values to query are:

• time to first reply ✅  

• time to first close

• time to last close ✅

• time to assignment

• number of messages

• support rating ✅

For more sample queries, including these advanced sales queries, check out the Lexi Query Library.

Metadata

Additionally, Peoplelogic aggregates the following metadata for Intercom events.  This data may be used in advanced models and may not be queried directly:

• Create Date

• Account ID

• Contact Email

• Conversation State

• Conversation Rating

• Conversation Rating Remark

• Time to First Reply

• Time to Assignment

• Time to First Close

• Time to Last Close

• Number of Messages

• SLA

• Priority

• Conversation Contacts

• Conversation Contact Email

• Tags