Support
Intercom
Customer messaging platform for support, onboarding, and proactive engagement across web, mobile, and email. Roiva syncs monthly conversation metrics so you can measure the impact of AI on resolution rates, response times, and customer satisfaction.
What gets synced
Roiva writes these metric observations on each sync. Reference the key in a value formula to use this data in your ROI calculations.
Conversations
intercom.conversations.volume
Conversation Volume
count
intercom.conversations.closed_count
Closed Conversations
count
intercom.conversations.avg_first_response_hours
Avg First Response Time (hours)
duration
intercom.conversations.avg_resolution_days
Avg Close Time (hours — canonical row in days)
duration
intercom.conversations.csat_score
Avg CSAT Rating (1–5 — canonical row 0–1)
score
Common use cases
- Track conversation resolution rates with AI bots vs. human agents
- Measure time-to-first-response improvements from AI automation
- Monitor CSAT ratings before and after AI-assisted support rollouts
How to connect
You connect Intercom from inside Roiva, so you need a Roiva workspace first. Sign in to connect it now. New to Roiva? Take the free assessment and create your workspace at the end, or request an invite.
- In Roiva: Connect via OAuth — you will be redirected to Intercom to authorize
- In Intercom: Sign in as a teammate with the Can install, configure and delete apps permission, or ask an admin who has it. If your workspace is hosted in the EU or Australia, pick your region on Intercom's sign-in page and sign in with email, not Google, which fails on the wrong region
- Back in Roiva: The connection page checks each step and says what's missing. Once it's all ticked, click Test Connection
- Back in Roiva: After connecting, link this connection to an initiative on the Initiatives tab
What Roiva can access
Roiva asks Intercom for these permissions:
- Read conversations: each conversation's state, channel, timestamps, response and close times, rating, tags, assignee IDs and whether Fin took part. Roiva doesn't store message text or customer contact details
- Read admins: only your workspace's name, ID and region, so Roiva knows which workspace a connection belongs to
Tips for capturing value
- Tag conversations handled by AI bots to separate them from human-handled ones in your filters
- Resolution rate and CSAT are the strongest ROI signals for AI-assisted support
- Roiva keeps access until someone uninstalls the app or revokes its access in Intercom; after that, reconnect
Disconnecting or uninstalling
- In Intercom: Go to Settings → Integrations → App Store, find Roiva and click Uninstall. Intercom revokes Roiva's access, and Roiva marks the connection disconnected and stops syncing
- Or in Roiva: Open the connection and choose Disconnect to stop syncing. To revoke Roiva's access as well, uninstall it in Intercom
- Either way, metrics Roiva already synced stay on your initiatives
Need help?
Email hello@roiva.ai with what you're seeing, and you'll hear back within one business day.
Intercom
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