Overview
The Intercom integration helps you track customer satisfaction by monitoring and replying to mobile app reviews. Respond to both positive and negative feedback to boost conversion rates and increase app downloads. AppFollow delivers every user review to Intercom, allowing you to reply directly from there.
This is a premium feature. Contact your account manager or our Support team to get access.
Set up the integration with Intercom
1. Open Integrations on the left menu.
2. Choose Intercom and click Set up.
3. Type an email that is connected to your Intercom account. To find it, go to your Intercom account and click on your avatar in the lower left-hand corner.
4. Click Settings > Outbound > Email forwarding.
5. Copy the default inbound address in the format: xxxx@your_domain.intercom-mail.com.
6. Paste it into the “Intercom Email” text field in the AppFollow account.
7. Choose which reviews you want to receive. Available options:
- Only featured: receive only featured reviews.
- Became better: only receive reviews that were updated to a higher rating (e.g. from 3 to 5 stars).
- Became worse: only receive reviews that were updated to a lower rating (e.g. from 5 to 3 stars).
-
Only beta feedback: receive only beta reviews (available for Google Play apps only).
The above options are mutually exclusive. To receive all reviews, keep them unselected.
- Import History: get the last 100 reviews without replies for the past month. If there are none, we will import up to 100 reviews with replies for the last 30 days. If there are no reviews within the last 30 days, we will import up to 100 reviews regardless of dates.
- Select languages: receive notifications only about reviews in specific languages.
- Select stars: receive notifications about reviews only with specific ratings.
8. Click Add integration.
You will now receive reviews in your Helpshift account. They will look like this:
We provide the following details for each review:
- App store where reviews came from
- Featured reviews
- Device name (for Google Play only)
- Review country (for IOS apps only) and review language
- Count of review words.
Note: If you can’t access your Settings to find the default inbound address, you need to enable the permission "Can access Messenger settings":
Reply to Reviews
If you want to reply to reviews using Intercom, set up these connections first:
- For iOS apps
- For Android apps
Edit replies in Intercom
To update/edit an existing reply in Intercom, simply send another reply to the existing conversation/email thread with the review in question. The latest reply will be sent to the store and replace the previous one.
Troubleshooting
If you cannot publish a reply, the most common issues are:
- Reply is longer than 350 characters. This is the limit set by Google Play for Android reviews. For the App Store, the maximum reply length is 5970 characters.
- Connection error. To check whether your store connection is active, please open the Source connections list in AppFollow. If the connection is not active, delete it and install a new one. Contact our Support team if you need any assistance.
- AppFollow Reply limits have been exceeded. Please double-check how many replies are included in your plan.