Today we’re announcing the new Intercom APIs, which are an important step in creating a great platform for developers to integrate Intercom with other products.
At Intercom, our mission is to make internet business personal. We believe user- and conversation-focused APIs will provide the foundation for integrated applications across a range of platforms and products, and enable the creation of connected, personalized experiences.
Our first API was introduced last year and helped thousands of customers integrate their data into Intercom. The new APIs will enable you to do even more and we’re excited to see what you will come up with!
They provide many additional features that will allow you to send richer data about your users and companies, track the events they perform in your product, and send in-app and email messages to your users. We’ve also added the ability to get counts of users, companies and conversations.
Here are a few of the things you’ll be able to do with the new APIs:
One of the most frequent requests we receive from our customers is to be able to send messages to users via the API, and today we’re releasing that feature. The Conversations API will allow you to send both email and in-app manual messages to your users. Using the API to start conversations with your users will allow you to use Intercom’s innovative in-app messaging system in new and exciting ways directly from your product. You can also send replies to your users and extract the conversations you have with them.
For the first time, we have built an API to expose summary counts of user, company and conversation data. The Counts API gives you a birds eye view of how many users and companies meet the criteria set by tags and segments. These capabilities open up very exciting possibilities for monitoring and graphing data. Another significant feature is the ability to get a count of open and closed conversations per admin at any time, giving deeper insight into how your team is handling communication with your users.
We have introduced the ability to manage companies with our new Companies API. This new API is just one of the ways we are giving our B2B customers enhanced functionality around the companies they are dealing with. Much of this functionality was available with users, but these improvements will allow you to get a better view of what is happening with companies too. You will now be able to create and update company information, add custom attributes, and add or remove users from companies. We’ve also added the ability to get lists of companies by tag and segment, and get the details of all the users in a company.
We have added more functionality to the Users API to allow better management of user data. You can now get all standard and custom attributes about your users, along with social profiles, location data, and tag and segment information. We’ve also added the ability to get lists of users by tag, segment, and company.
The Events API was the first of our new APIs launched in April, and has been key to helping our customers send more relevant and contextual messages to their users. Tracking events allows you to combine the live insight Intercom gives you into who your users are, with the knowledge of what they are doing in your product. Our analysis has found that customers who send Auto Messages triggered by events have increased their engagement rates by over 200%.
While the current API will continue to be available, we encourage you to use this latest version to take advantage of the new features. To learn more, visit the Intercom Developer site.
We’re just getting started
This step signals our serious commitment to allowing Intercom to work well with the other services you use and develop. We’ve created an entire Platform team, who’ve worked extremely hard on this release; thanks Bill (Principal Engineer), Bob (Engineer), and Jamie (Engineer)—and we’re excited to get your feedback on this version, and your requests for future API functionality.