How do I import my Intercom conversations?
In Import data, click Import conversations on Intercom conversations and pick who's who. Each customer gets one thread, open, closed or snoozed as in Intercom.
Open Import data, click Import conversations on Intercom conversations (paste your Intercom access token if asked), pick which Alori teammate each Intercom teammate is, then click Import conversations again. Each customer gets one thread in Conversations, open, closed or snoozed like their latest Intercom conversation.
Also called: Intercom inbox, Intercom messages, chat history, support conversations, Intercom notes, Intercom attachments, pièces jointes, notes internes, importer conversations Intercom, boîte de réception, historique de clavardage, snoozed, closed, assignee
Step 1: Connect Intercom
If you already imported your Intercom help center, Intercom is connected: skip to step 2. Otherwise paste the access token of an app you make in your own Intercom workspace (How to find your Intercom access token). That app must be allowed to read conversations, users and admins.
Click: Import data › Intercom conversations › Import conversations
Step 2: Say who's who
Click Import conversations. A window lists your Intercom teammates: next to each, pick the Alori teammate who takes over, or Nobody. Alori guesses the ones with the same email. Click Import conversations in the window. It runs on its own, so you can close the page; you get an email when it's done.
Click: Import conversations › pick a teammate for each one › Import conversations
What comes over
One thread per customer. All of a customer's Intercom conversations go into their thread in Conversations, and on their record.
Customers already in Alori stay as they are. Alori matches each Intercom contact by email, then phone. A customer brought from HubSpot, say, gets the conversations; their details don't change. Everyone else becomes a new customer.
Chat or email. Intercom email threads come over as emails, with their subject; the rest (Messenger, WhatsApp, SMS) as chats.
Open, closed or snoozed. Each thread gets the status of the customer's latest Intercom conversation. A snooze keeps its date and comes back to New messages when it ends; one that already ended comes over open.
Who handles it. The teammate you picked for the Intercom assignee becomes the customer's owner, unless they already have one. Messages your teammates wrote show who wrote them.
Read. Imported messages count as read.
Attachments. Photos and files come over with their message and open from it. A file Alori couldn't copy (too big, or gone from Intercom) shows its name instead.
Internal notes. Your team's Intercom notes become internal notes in the customer's conversation, with their author and files. Customers never see them.
What stays in Intercom
Conversations with a visitor who left no email and no phone: Alori couldn't find or answer them.
Import again or undo
Import again brings new conversations and messages. Nothing comes over twice.
Undo import takes out every message the import brought and the customers it made. Customers that were already in Alori stay, and so does anything your team added since.
If it doesn't work
Intercom refused the token. Paste a new one. Make a new access token in your Intercom app and paste it.
Your Intercom app can't read conversations yet. In Intercom's Developer Hub, open your app, then Authentication › Edit, turn on reading conversations, users and admins, save, and paste the token again.
Your app isn't online yet. or Your app needs an update before it can hold these conversations. Publish your app once, then import again.
Intercom didn't answer. or The import stopped. Click Try again in a moment: what already came over stays.