Intercom (Cloud Destinations)

  • Cloud
  • Destinations

MetaRouter makes it easy to send your data to Intercom. Once you follow the steps below, your data will be routed through our platform and pushed to Intercom in the appropriate format.

What is Intercom and how does it work?

Intercom is a customer messaging platform, providing in-app messaging for onboarding and support. It targets chat, email, and in-app messages based on user behavior.

Intercom requires that a JavaScript snippet be added to your site or that you use the appropriate SDK for iOS and Android. If you want to send data directly into Intercom, you'll need to implement custom event tracking in your site.

Why send data to Intercom using MetaRouter?

Integrating Intercom with MetaRouter allows you to immediately begin messaging customers based on their behavior. We also eliminate the need to home-brew a solution that tracks user events to Intercom.

Getting Started with Intercom and MetaRouter

Intercom Side

Once you're on the Get started with Intercom page, you'll be asked if you want to either integrate one of their libraries or import users from another service/csv.


Click on Integrate and then Segment (You're still setting up MetaRouter, don't worry).


Go ahead and click Next to continue the setup.


This is where you'll actually create your account and get started using Intercom.


Skip the Set up Intercom & Segment prompt and click on the gear wheel icon on the top right and then into the Integrations option in the dropdown.


From here, click on the API Keys on the left hand panel to access your Source ID and API Key. Your Source ID will look something like this: 9iefb489.


MetaRouter Side

Enter your Source ID and API Key into the Intercom connector on your MetaRouter dashboard.

Give your new connection a unique name.

Click Save to activate your pipeline.


At this point, you'll see events coming in to your Intercom account. If you click on the People icon on the top of your dashboard, you'll see 1 new user. That's you!


Click on that new user to see the history of events being recorded.


Additional Features

Disassociating Users from a Company (server-side only)

You can disassociate a user from a company by passing in a field inside the company trait with remove: true in your identify calls.

Identity verification plus filtering via Destinations Object

If you're using Intercom identity verification AND the selective destinations functionality, the context object will look like this:

  integrations: {
    All: false,
    Intercom: {
      user_hash: '<%= OpenSSL::HMAC.hexdigest("sha256", "YOUR_INTERCOM_APP_SECRET", %>'

Unsubscribe Users

With MetaRouter, you can unsubscribe users from email by setting a flag from server side libraries unsubscribedFromEmails, inside context object.

node.js example:

  userId: '4832094283057439285723523452345',
  anonymousId: '43254364571',
  context: {
    Intercom: { unsubscribedFromEmails: true },
  traits: {
    firstName: 'John ',
    lastName: 'Jacob',
    email: '',

Note: This will only work from server-side libraries and mobile, NOT for Analytics.js.

© 2020 MetaRouter

Disclaimer: MetaRouter Cloud leverages code from several of Segment's fabulous library of open-source tools, including their source SDKs, destinations, and core Analytics.js library. As some of the core configurations outlined in our docs are largely identical to Segment's, we often re-purpose, and in some cases copy, directly from Segment's docs. In the cases where we have forked Segment's tools, we acknowledge and attribute all credit to Segment for their creation and subsequent documentation.