Before we begin
What’s one of the most common challenges support teams face every day?
Identifying which person and company has opened a support ticket in the first place.
At Clay, ten support specialists handle over 6,000 support tickets every month. By quickly identifying who’s on the other line (and their history with our product), we can make each response more relevant and helpful.
So we created a system for it.
Each time a ticket opens, an Intercom workflow triggers a webhook to Clay.
In Clay, we:
- Enrich user data with our people/company information.
- Pull relevant data from Salesforce.
- Use the Intercom API to post this information as a note on the ticket.
Why not just connect our CRM to Intercom?
We do, but here’s two reasons why this works better:
- Coverage: Sometimes users reach out before creating a Clay account, so this method helps us recognize who they are even if they haven’t reached Salesforce.
- Visibility: Intercom sidebar data is overwhelming, so adding this info directly in the ticket keeps it front and center for our specialists. Plus, we can adjust the info to align with our goals. For example, we can see how many enrichments a customer has run in Clay which helps with activation goals.
Steps
Copy this template
First, copy this template in Clay.
If you’re already a user, you’ll be directed to your workspace. If not, you’ll be prompted to create a free Clay account.
The interactive demos on the right will walk you through each step of this Claybook.
Step 2:
Create a webhook and workflow in Intercom
Set up your webhook and workflow in Intercom so it can send data to Clay when new support tickets open.
Step 3:
Add your API token and admin ID
Next, so Clay can send enriched data back to Intercom in the form of notes, customize your HTTP API column with your Intercom API key and admin ID.
To find your Intercom API key, follow the instructions here.
To find your admin ID in Intercom: settings > workspace > teammates > click on the teammate you want > copy the ID at the end of the URL of the page. For example: intercom.com/a/apps/w14l1kwz/admins/1633147 (in this URL, “1633147” is the admin ID).
Step 4:
Setup CRM Lookup
Last, so Clay can check if someone exists in Salesforce (and pull information if they do), update both Salesforce lookup columns with your credentials.
Using a different CRM? Replace lookups with your respective CRM by navigating to add enrichment > integrations > find your CRM > select contact or company lookup.
Copy the template
Start enriching support tickets so you can make each response more relevant and helpful.
Simply copy this template, follow the steps above, and let Clay work its magic.
Learn with our resources
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