Intercom Survey Tool — Ask & Escalate

Why run Intercom surveys in ConvertFlow

Intercom Surveys already exist — inside the Messenger. That reaches people who have the Messenger open, which is a fraction of your traffic and skews toward existing customers with a question.

A ConvertFlow survey runs anywhere: inline in a page, in a popup, on a landing page. And because a specific answer can trigger the Messenger, a survey stops being passive research and becomes an escalation path — someone tells you they're stuck, and a conversation opens.

Connect Intercom to ConvertFlow

Head to your ConvertFlow website's Integrations area, click to connect with Intercom, and give the ConvertFlow app access. There's no API key.

ConvertFlow then pulls in your segments, tags and attributes.

How to build the best Intercom surveys

By adding a survey to your ConvertFlow landing page, popup, or embed, you can ask visitors a question and present fixed answers for them to select.

To add one, click to add an element and choose the "survey" element type.

Survey options

Once you've selected a survey element, you'll be able to manage its options in the builder panel.

Add options, arrange their position, edit their text, and map the survey to an Intercom attribute. Toggle "multi-select" if visitors should be able to choose more than one — multiple values are written separated by commas.

Each option can also carry an image, so the survey can present clickable images rather than text.

To control additional settings for your survey options, such as:

• Separating the data value from the displayed label
• The image used in the survey option
• The score increase or decrease applied by the option

Click on the survey option to open a settings modal where you can control each of these.

Map survey answers to Intercom attributes

Use the "Map to custom field" dropdown on the survey element to select the Intercom attribute the answer writes to.

Keep your answer values short and consistent — too-expensive rather than It was a bit too expensive for me — because those are the strings you'll build Intercom segment conditions against.

Styling your survey

Below the option settings and in the "Themes" tab, you'll find style controls — width, text alignment, fonts, colours, sizing, whether options are stacked or responsive, drop shadows and more.

Survey confirmation actions

With a survey element selected, click to the "Actions" tab to choose what happens when someone selects an option.

• Redirect visitors to a URL
• Show another step in the campaign, or specific steps based on the selection
• Display a thank you message
• Display another ConvertFlow campaign
• Open an SMS message to a phone number

Adding Intercom automations

Alongside ConvertFlow actions, add any of the six Intercom automations once someone has answered:

• Add a tag
• Remove a tag
• Update attribute value
• Track an event
• Remove contact from list
• Trigger messenger

Escalating a bad answer into a conversation

This is the pattern worth building a survey around.

Ask a one-question survey — "How's it going with X?" — and route the answers. Positive answers write the attribute and move on. A negative answer writes the attribute and triggers the Messenger, so someone who just told you they're struggling is in a conversation seconds later rather than in a report someone reads on Friday.

Use a conditional action to attach the Messenger trigger to that one option. Everything else gets a tag.

One caution: only escalate answers you can actually respond to. If your team isn't watching the inbox, a survey that opens a Messenger nobody answers turns a mild complaint into a worse one.

Running scripts & pixels on completion

By adding scripts to your survey's confirmation actions, you can fire conversion pixels and perform other custom javascript. ConvertFlow runs scripts added here only after a survey option has been selected.

Target who gets asked

With Intercom connected, target the survey to specific contact segments — paying customers only for a satisfaction question, trial users for an onboarding one — rather than showing it to all traffic and diluting the responses.

Segment and personalize in Intercom

Once answers are landing on Intercom contacts as attributes and tags, build segments from them and target your outbound messages accordingly.

You can also personalize your site for Intercom segments — so what someone told you in the survey changes what they see on their next visit.