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Intercom

Intercom can be a helpful integration tool in understanding what stage a customer is in and reacting accordingly. You can use Intercom’s comprehensive communication and engagement system to retain customers.

With our Intercom integration, you can:

  • Create Intercom filters for users that canceled free trials.
  • Allow customer support to communicate with loyal users with access to all the information they need to solve their problem or even grant them a promotional subscription.
  • Send an onboarding campaign to a user in a free trial

With accurate and up-to-date subscription data in Intercom, you'll be set to turbocharge your customer support ⚡️

Integration at a Glance​

Includes RevenueSupports Negative RevenueSends Sandbox EventsIncludes Customer AttributesSends Transfer EventsOptional Event Types
❌❌Toggle on in Settings❌❌non_subscription_purchase_event expiration_event billing_issue_event product_change_event

Events​

The Intercom integration tracks the following events:

Event TypeDefault Event NameDescriptionApp StorePlay StoreAmazonStripePromo
Initial Purchaserc_initial_purchase_eventA new subscription has been purchased.✅✅✅✅❌
Trial Startedrc_trial_started_eventThe start of an auto-renewing subscription product free trial.✅✅✅✅❌
Trial Convertedrc_trial_converted_eventWhen an auto-renewing subscription product converts from a free trial to normal paid period.✅✅✅✅❌
Trial Cancelledrc_trial_cancelled_eventWhen a user turns off renewals for an auto-renewing subscription product during a free trial period.✅✅✅✅❌
Renewalrc_renewal_eventAn existing subscription has been renewed or a lapsed user has resubscribed.✅✅✅✅❌
Cancellationrc_cancellation_eventA subscription or non-renewing purchase has been cancelled. See cancellation reasons for more details.✅✅✅✅✅
Non Subscription Purchaserc_non_subscription_purchase_eventA customer has made a purchase that will not auto-renew.✅✅✅✅✅
Expirationrc_expiration_eventA subscription has expired and access should be removed. If you have Platform Server Notifications configured, this event will occur as soon as we are notified (within seconds to minutes) of the expiration. If you do not have notifications configured, delays may be approximately 1 hour.✅✅✅✅✅
Billing Issuerc_billing_issue_eventThere has been a problem trying to charge the subscriber. This does not mean the subscription has expired. Can be safely ignored if listening to CANCELLATION event + cancel_reason=BILLING_ERROR.✅✅✅✅❌
Product Changerc_product_change_eventrc_product_change_event A subscriber has changed the product of their subscription. This does not mean the new subscription is in effect immediately. See Managing Subscriptions for more details on updates, downgrades, and crossgrades.✅✅❌✅❌

Setup​

1. Connect with Intercom​

  1. Navigate to your project settings in the RevenueCat dashboard and choose 'Intercom' from the Integrations menu

Integration setup

  1. Choose Intercom from the Integrations menu

  2. Click the Connect with Intercom button in your project settings.

  3. Click Authorize access. If you have multiple workspaces, click the workspace name and choose the workspace you want to connect this RevenueCat project to. Also ensure the correct data host region is selected.

2. Set Event Names​

Once your account is connected, you can configure the event names that we'll send to Intercom. If you leave any field blank, we'll just use our default names.

👍You're all set!

That's all there is to it! You'll now be seeing subscription events in Intercom. Woohoo!

Sample Events​

Below are sample JSONs that are delivered to Intercom for each event.

{
  "product_identifier": "one_week_premium",
  "app_id": "app1234567890",
  "user_payload": {
    "user_id": "$RCAnonymousID:87c6049c58069238dce29853916d624c",
    "custom_attributes": {
      "latest_store": "PLAY_STORE",
      "latest_entitlement": "pro",
      "expires_at": 1663252169
    }
  },
  "event_payload": {
    "event_name": "rc_initial_purchase_event",
    "user_id": "$RCAnonymousID:87c6049c58069238dce29853916d624c",
    "created_at": 1662992969,
    "metadata": {
      "product_identifier": "one_week_premium",
      "entitlement": "pro",
      "store": "PLAY_STORE",
      "expires_at": 1663252169
    }
  }
}

Subscription Status Attribute​

📘Intercom API V2

If you created your Intercom integration before February 2024, you may be using the Intercom API V1. If so, you'll need to upgrade to API V2 to receive the subscription_status attribute. You can upgrade from your Intercom integration page in RevenueCat.

Whenever RevenueCat sends an event to Intercom, we'll send a subscription_status user custom attribute with any applicable changes, using one of the following values:

StatusDescription
activeThe customer has an active, paid subscription which is set to renew at their next renewal date.
introThe customer has an active, paid subscription through a paid introductory offer.
cancelledThe customer has a paid subscription which is set to expire at their next renewal date.
grace_periodThe customer has a paid subscription which has entered a grace period after failing to renew successfully.
trialThe customer is in a trial period which is set to convert to paid at the end of their trial period.
cancelled_trialThe customer is in a trial period which is set to expire at the end of their trial period.
grace_period_trialThe customer was in a trial period and has now entered a grace period after failing to renew successfully.
expiredThe customer's subscription has expired.
promotionalThe customer has access to an entitlement through a RevenueCat Granted Entitlement
expired_promotionalThe customer previously had access to an entitlement through a RevenueCat Granted Entitlement that has since expired.
pausedThe customer has a paid subscription which has been paused and is set to resume at some future date.

For customers with multiple active subscriptions, this attribute will represent the status of only the subscription for which the most recent event occurred.

Please note that since this attribute is set and updated when events are delivered, subscribers with events prior to our release of this attribute (during January 2024) will not have this attribute set until/unless a future event (renewal, cancellation, etc) occurs.