Catch the product insights buried in customer conversations

Overview

The Intercom integration routes customer conversations from Intercom into Productboard as feedback. Support, sales, and marketing teams flag what matters with a tag, and the product team works with it where prioritization happens.

Route conversations with tags

Frontline teams apply designated Intercom tags — "product", "usability", whatever you define — to conversations containing product insights. Productboard pulls in every conversation carrying those tags, or pulls all conversations and marks the tagged ones for review.

Import past conversations

Search Intercom history by date range, open or closed status, and tags, then bulk-import the conversations you select. Feedback that predates the integration still makes it into your analysis.

Stay current automatically

Setup registers a webhook in Intercom, so new conversations and updates sync to Productboard in real time. Nothing needs re-importing as conversations evolve.

Highlight insights and link them to features

Highlight the key passage in an imported conversation and link it to the relevant feature idea. Every roadmap decision traces back to the customer conversations behind it.

Setup

Productboard admins can add the integration. Note that tags are case-sensitive, and a tagged conversation pushes to Productboard after the next action taken on it in Intercom, such as a reply or closing.

1. In Productboard, go to Settings → Integrations.
2. Select Intercom [+] to add a new integration.
3. Click Authorize and authenticate via OAuth.
4. Configure import rules: pull all conversations, pull only tagged ones, or pull all and flag tagged ones as Unprocessed.
5. Optionally enable External ID import in the Data section to make cross-referencing users with your other data sources easier.