Intercom: Destination Connector

[Mohith93]

Feature Request: Intercom Destination Connector

Issue Type: New Feature / Connector Request

Description

We need to build an Intercom Destination Connector that allows users to send data from Multiwoven to their Intercom account. This connector will help users sync customer data, events, and conversations between Multiwoven and Intercom to automate customer support, sales engagement, and user interaction tracking.

Requirements

• Authentication:
  The connector should support OAuth 2.0 authentication to interact securely with the Intercom API. Users will need to obtain access tokens via Intercom’s OAuth 2.0 flow.

• Configuration:
  The connector should require the following configuration parameters:

  • access_token: OAuth access token for the Intercom API.
  • Optional: app_id if applicable to connect to a specific Intercom application.

• Connector Features:
  The destination connector should be able to:

  1. Sync the following data to Intercom:
     • Users/Leads: Sync customer profiles, including their name, email, user attributes, and custom fields.
     • Events: Track custom events, such as user activity, purchases, or other behavior.
     • Conversations: Initiate or update conversations in Intercom (e.g., create messages or notes for users/leads).
  2. Allow users to map their data fields in Multiwoven to Intercom fields (e.g., user attributes, events).
  3. Support bulk updates and segmentation, allowing large data sets to be synced to Intercom efficiently.

• API Interaction:
  The connector should use the Intercom API for sending user data, custom events, and managing conversations. API documentation can be found here:
  Intercom API Documentation

• Data Format:
  Data sent to Intercom must follow the required format for users, leads, events, and conversations. This includes correct JSON structure for user attributes, event names, and other metadata.

• Error Handling:
  The connector should handle errors gracefully, including:

  • Invalid access tokens.
  • Data validation errors.
  • API rate limit or quota issues.

Steps to Implement

1. Authentication Setup:

   • Implement OAuth 2.0 authentication to securely connect to the Intercom API.

2. Connector Configuration:

   • Create a configuration file that accepts the necessary parameters such as access_token and app_id.

3. API Integration:

   • Implement the logic to:
     • Sync user profile data from Multiwoven to Intercom (including custom attributes).
     • Log custom events in Intercom.
     • Initiate or update conversations in Intercom for user engagement.
   • Support bulk operations to sync large data sets to Intercom efficiently.

4. Field Mapping:

   • Enable users to map their data fields from Multiwoven to Intercom’s user attributes, events, and conversation fields.
   • Handle mapping for both standard and custom fields.

5. Error Handling & Logging:

   • Implement error handling for authentication failures, data format errors, and API rate limits.
   • Provide detailed logs for successful and failed API interactions.

6. Testing:

   • Write unit tests and integration tests to verify the connector’s functionality.
   • Simulate API interactions using mocks to test syncing users, logging events, and managing conversations.

7. Documentation:

   • Provide a detailed README.md explaining how to configure and use the connector.
   • Include examples of syncing user data, logging custom events, and managing conversations.

Acceptance Criteria

• The connector successfully syncs data to Intercom, including users, events, and conversations.
• Comprehensive error handling is implemented, and logs are available for troubleshooting.
• Unit and integration tests cover all key scenarios, such as user sync, event tracking, and conversation management.
• Documentation is provided for users to configure and use the connector.

Resources

• Intercom API Documentation
• Intercom OAuth 2.0 Guide
• Intercom Rate Limits

[linear]

BE-470 Intercom: Destination Connector