How do I know if Data connectors and Custom Objects are available to me?
Check our plans and pricing to expand the records and objects available. 15 custom objects and 100K records are available on all plans at no additional cost currently.
Will testing a Data connector affect my data?
Yes, if you use the POST, PUT, or DELETE methods when testing a Data connector it will perform those actions on your data. So, testing a DELETE call on a user will actually delete them.
Does data returned from an external system need to be stored in Intercom?
Storing data is optional, but if you want to use external data returned from a Data connector in a Workflow or the Inbox, it needs to be stored as custom data attributes on standard objects or Custom Objects in Intercom. Learn more about Data connectors security and best practices.
Common scenarios where you might not need to store data are “action” request types PUT, POST, DELETE. For all GET requests, if you want to use the data in Intercom, you’ll need to store the data in Intercom.
Where is Custom Object data stored?
Custom Object data is stored in Intercom.
Is it possible to update a Custom Object attribute?
You can only edit and update the description of a custom object and its attributes. If you need to change anything else, you’ll need to archive it and create a new one.
Is a customer able to take actions on data in a Workflow (i.e. cancel specific items in an order)?
Yes, customers can take actions on data in a Workflow if you have set up the APIs that allow them to take that action.
Can I create multiple Custom Objects from one Data connector?
Nested objects are not currently supported. This means that if, for example, the API is returning a list of orders as objects - you will first need to pull those orders in to identify the right order - and then, once you have the order ID, you can pull the items related to that order. With this, there would be a People-Order reference and a People-Item reference. Learn more about references here.
How do I store the token for Data connectors?
Tokens are stored as part of the header configuration in our database. These values are encrypted at rest. Find documentation on security at Intercom.
Is there a retry mechanism for Data connectors?
No, this is not supported explicitly with Data connectors. Instead, the triggering is controlled by the workflow to ensure that teammates and customers get timely responses.
Can I branch based on error codes returned from the API i.e 4xx, 5xx?
Reusing API error codes in subsequent bot flow is not currently supported. The workflow has split paths by successful/unsuccessful Data connector triggers. However, depending on the API, you could store API responses for subsequent workflows for branching. So if the API response JSON has an attribute that has response details like “status”, you could store that response status as a Conversation CDA and use it for branching.
What authentication methods are available for Data connectors?
Data connectors support both fixed and dynamic tokens for authentication. You can set up and manage your authentication tokens that you want to use in the request, which can then be added to the header.
How can I measure the effectiveness of Data connectors?
To understand the impact of Data connectors and Objects in Workflows and Fin you can use existing methods:
For Workflows this is path analysis.
For Fin this is via resolutions in the Fin AI Agent report or viewing conversations where Fin used an action.
What happened to Custom Actions?
Actions or "Custom Actions" have simply been renamed to "Data connectors". There are no changes to functionality or settings.
Functionality: Ability to trigger API calls in external systems. These can either be triggered directly by Fin to generate personalized answers using real-time data (e.g. "Get order status"). Or they can be added to Workflows and Fin Tasks and triggered after certain conditions are met (e.g. only use "cancel order" if order has not yet been dispatched.)
Navigation: Settings > Integrations> Data connectors (and also linked to from Tasks)
Need more help? Get support from our Community Forum
Find answers and get help from Intercom Support and Community Experts