Getting Started
Rippit provides an easy to use, out of the box API integration with Intercom, which is used solely as a read-only integration. Within Rippit directly, you can one-click integrate with Intercom and start syncing in Chats immediately and begin customizing your integration.
We recommend creating a service account for Rippit in your Intercom then doing the one-click integration in the Rippit Connections page (Settings > Connections > Intercom), which requires OAuth with an account that has the role “admin”.
Enabling this integration should take a Intercom Admin no more than 15 minutes.
Requesting Data
Rippit leverages the Intercom REST API
The main API Endpoints that Rippit hits are as follows. Please see the corresponding links for detailed information on the endpoints and its associated data
Data is primarily requested in time windows - from the time of the last sync until present. The next run of data collection and requests picks up with a start time corresponding to the last object updated time from the previous run with minimal buffer
By default, the start of data collection runs are spaced hourly
The differences between the newly collected data and what is pre-existing in Rippit are reconciled within Rippit platform to accurately reflect the most up to date information in Intercom minus the syncing latency
Syncing latency, due to processing, can be anywhere from 1 to 3 hours
Actual processes are API endpoint specific depending on the use case and capabilities of that endpoint
Call Recordings
If you use Intercom Phone, a call’s recording can appear on the conversation it belongs to, so a reviewer can listen to the call in the same place they read the thread. The recording shows up as an audio entry in the conversation, timestamped to when the call started and credited to the agent who took it.
How the recording finds it's conversation
Rippit does not guess the match. Intercom stamps each call with the ID of the conversation it belongs to, and Rippit uses that ID and nothing else - there is no matching on phone number, agent, or timing. If Intercom has associated the call with a conversation, the recording lands on that conversation. If it hasn’t, there is nothing to attach it to.
How current is the Intercom Data
Rippit checks Intercom on a schedule rather than waiting to be notified, so there is always a short lag. In normal operation a conversation appears within roughly two hours of its last update, and busy periods can stretch that.
When you first connect, Rippit backfills history conversations that were last active in the past 14 days so you have something to work with immediately. From there all new or updated conversations are expected to be visible in Rippit.