𧩠Overview
Accoilâs Intercom integration gives your teams access to real-time product usage insightsâright inside Intercom. Whether youâre chatting with users, segmenting audiences, or sending targeted messages, Accoil helps you act on what users are actually doing in your product.
With this integration, you can:
Sync engagement scores, segments, and activation metrics to Intercom attributes
View live Accoil data in the Intercom Inbox widget
Automate workflows by adding tags to users or companies from Accoil
đŹ What you can do in Intercom
đ Use Accoil Traits in Intercom
Accoil syncs user and account traits into Intercom every 6 to 24 hours. These traits appear as custom attributes on Intercom users and companies, and can be used to:
Filter or segment users and accounts
Power targeted in-app messages, chat, or email campaigns
Inform your support or sales workflows with real product context
đ Where to Find These Traits
Traits appear in the user or companyâs property list
They follow the format:
âAccoil [ProfileName] [TraitName]
â(spaces removed from the profile name)You may need to manually add these fields to your view when looking at a user or company in Intercom
𧩠Viewing Accoil Insights in the Intercom Inbox
Accoilâs Intercom widget appears by default on the right-hand side of every user conversationâno setup or customization needed. Simply expand the sidebar to see it.
The widget shows live insights across four tabs:
Tab | What it shows |
Summary | A top-level view of account health based on your summary profile |
Account | Account-level metrics like engagement score, activation, adoption, and segment membership |
User | User-specific metrics such as engagement score, last active date, and usage frequency |
Info | Definitions and context for each metric, to help you interpret what you're seeing |
đ Switching Profiles
If no data appears or you want to view different segments:
Use the Profile dropdown at the bottom of the widget
Select any profile you have access to in Accoil
This only applies to the Inbox widget and allows you to tailor the view
Admin Setup & Configuration
âïž How to Connect Accoil to Intercom
In Accoil, go to Settings > Connections
Select Intercom and click Connect
Authorize Accoil to access your Intercom workspace
â Thatâs itâtrait syncing and the Intercom widget will be available immediately.
You can also install Accoil from the Intercom App Store.
đ What Traits Are Synced to Intercom
You control what gets synced, and from which Accoil profiles.
Profile Sync Control
You can enable or disable syncing per profile (within each product)
For each profile, you can choose to sync:
Segment names only, or
All traits (engagement, activation, adoption, etc.)
Naming Format
Synced traits use this naming convention:
Accoil_[ProfileName]_[TraitName]
Spaces are removed from the profile name
These appear as user or company attributes in Intercom
Example: Accoil_TrialUsers_ActivationRate
Automatic Cleanup
If you change a profileâs sync settings or disable it:
Accoil will automatically archive the previously synced traits on the corresponding Intercom objects.
đ How Matching Works
Every six hours Accoil attempts to match users in Accoil to users in Intercom. Once a user is matched syncing traits is possible.
Users
Users are matched by email address
Companies (Accounts)
Accoil groups (accounts) are matched to Intercom companies via the user
When a user is matched, Accoil pushes the group traits (for the group that user belongs to) onto the company associated with that user in Intercom
This allows you to see group-level insights at the company level in Intercomâeven without direct matching on company name.
⥠Tagging Users and Companies (Automation)
You can use Accoil Automation Rules to add tags to users or companies in Intercom:
Triggered when a user enters a segment, hits an activation milestone, or any custom rule
Select Add Tag in Intercom as the action when building your rule
Choose whether the tag is applied to the user or the associated company
Example: Automatically tag users as at-risk in Intercom when they drop below an engagement threshold
đ Manual Tagging from Accoil
You can also manually tag users or groups in Intercom from within Accoil:
Go to a user or group list view
Select one or more records
Open the Actions dropdown
Choose Add Intercom Tag
The tag will be added directly to the corresponding record in Intercomâideal for quick follow-ups or internal workflows.
đ§ Use Cases by Team
Team | How Accoil + Intercom Helps |
Support | See user health, last activity, and adoption before replying |
Customer Success | Identify users/accounts needing outreach based on segments or scores |
Sales | Personalize follow-up based on activation or feature usage |
Marketing | Send behavior-based in-app messages or emails to qualified users |
đ Troubleshooting
Widget isnât showing? Make sure the sidebar is expanded during an Intercom conversation
No data showing in the widget? Try switching to a different profile using the dropdown
Traits missing in Intercom? Check if the profile is enabled and set to sync all traits
Company data missing? Ensure the Intercom user is associated with a company, and that user exists in Accoil
Still stuck? Reach out to the Accoil team via chat or email.
â Summary
The Intercom integration brings Accoil insights into every part of your workflowâfrom conversations to campaigns. Use the Inbox widget to respond with full context, segment users with precision, and automate tagging based on real behavior.
Want to do more with Intercom and Accoil? Let us knowâwe're building based on what you need.