Intercom + Orcabase
Hear what your customers keep asking.
Sync Intercom through Fivetran and ask what customers write about, how fast you reply, and whether support changes who stays, in plain words and next to usage and billing.
- Synced by Fivetran
- Syncs every 6 hours
- No Fivetran account needed
What did customers ask about most this month?
Billing was the top topic this month: 27% of conversations.
- Most were about invoices on the new annual plan.
- The median first reply took 42 minutes, up from 25.
- Import questions doubled after the last release.
Conversations by topic, %
How I got this· 4 steps
- Looked at your Intercom conversations and tags
- Grouped this month’s conversations by topic
- Measured first reply times
- Compared topics with last month
Example answer. Numbers are illustrative.
In plain words
How can I analyze Intercom conversations?
Intercom’s reports show your team’s workload. The bigger questions, like whether customers who talk to support stay longer, need conversations next to billing and usage. Fivetran copies your conversations, contacts and ratings into a database Orcabase hosts for you.
Ask what customers write about most, or how reply times changed, and get the answer with a chart.
Ask in plain words
What you can ask about your Intercom data
The agent answers with the number, a chart and the steps it took. Keep the good answers on a dashboard.
What do customers ask about most?
How fast do we reply, by hour of the day?
Which teammates close the most conversations?
Do customers who contact support churn less?
How many conversations does each new customer start?
Which topics are growing?
What’s our satisfaction rating by topic?
Show me conversations by week and tag.
What comes in
Your Intercom data, ready to ask about.
A copy in a database Orcabase hosts for you, with its own folder for each app.
Conversations
Contacts and companies
Teammates and teams
Ratings
Numbers worth defining
Define them once. Every answer agrees.
Tell Orcabase what each number means, certify it, and your dashboards, the agent and your whole team use the same one. The agent can draft these from your Intercom data.
First reply time
Median time to your team’s first reply.
Time to close
Median time from first message to closed.
Conversations per customer
Conversations divided by active customers.
Satisfaction
Share of ratings that were good or great.
Dashboards to start with
Your Intercom numbers at a glance.
Ask the agent to build one of these, or pin charts yourself. Share any dashboard with a link.
Support
4 charts- Conversations by week
- First reply time
- Top topics
- Satisfaction
Support and revenue
3 charts- Conversations per customer
- Churn by support contact
- Topics from paying customers
Better together
Ask across Intercom and the rest of your business.
The best questions need more than one app. The agent can pull from several sources for one answer.
How to connect
Connect Intercom, step by step.
- 1
Find it in Sync data
In Orcabase, go to Sync data → Add source and search for Intercom. Pick the database to sync into.
- 2
Connect Intercom on Fivetran’s page
Sign in to Intercom on Fivetran’s page and choose the workspace to sync.
- 3
Choose what to sync
Back in Orcabase, tick the data you want. Only what you pick is synced, and only it counts toward your allowance.
- 4
Ask away
The first sync starts straight away. When it’s done, ask the agent about your Intercom data.
What you’ll need
- An Intercom workspace with an active subscription, and a login that can authorize apps.
- The Admin role in Orcabase, and data hosting: Fivetran writes into a database Orcabase hosts for you.
- How it connects
- Synced by Fivetran
- How fresh
- Every 6 hours, as standard.
- Where your data lives
- A copy in a database Orcabase hosts for you, with its own folder for each app.
- Who can set it up
- An admin in your organization.
- Your login
- You sign in on Fivetran’s own page. Orcabase never sees your password or keys.
- Cost
- Counts toward your monthly sync allowance: 500,000 changed rows a month, as standard.
Can I split conversations by customer plan?
Can Orcabase reply to customers?
Do I need a Fivetran account?
How fresh is my Intercom data in Orcabase?
What does syncing cost?
Your Intercom data already has the answers.
Connect it, ask your first question, and pin the answers you want to see every week.