Intercom data reference

Intercom data reference

Estimated 8 minute read

Updated Jul 7, 2025, 12:00 AM EST

Table of contents

You will learn
How to view your Intercom data
Created Conversation
Rated Conversation
Read Conversation
Replied to Conversation
Created Ticket
Submitted Ticket
Replied to Ticket
Marked Ticket On Hold
Resolved Ticket
Synced contact data
Additional resources

You will learn

Learn what data syncs from Intercom to Klaviyo and where to view it. This includes ticket and conversation metrics as well as contact data. If you have not already, read our guide on getting started with Intercom for step-by-step instructions on integrating, before continuing with this article.

How to view your Intercom data

Klaviyo syncs many different events from Intercom related to ticket and conversation creation and completion.

To view your Intercom data:

Click the Analytics dropdown in the left-hand navigation sidebar.
Select Metrics. Here, you can view all of the metrics in your account. The metrics with an Intercom icon represent all of the metrics synced from your Intercom integration.
Select Intercom from the Integration filter next to the search bar to see only Intercom metrics.
Click a metric to open its report.

Created Conversation

This event is tracked when a contact creates a new conversation in Intercom, and includes the following information about the new conversation:

*email*The email address of the contact associated with the conversation.
phone_numberThe phone number of the contact associated with the conversation.
TitleThe title applied to the conversation.
Snoozed UntilThe date until which the conversation will be on hold.
*Waiting Since*Timestamp of when the contact entered the queue for a conversation.
PriorityThe priority applied to the conversation.
*Assigned Team*The name of the team assigned the conversation.
Assigned Admin NameThe name of the admin associated with the conversation.
*Assigned Admin Email*The email address of the admin associated with the conversation.
Tags Any tags associated with the conversation.
Conversation RatingRating that the contact gave the conversation.
Conversation Source The name of the source of the conversation.
Conversation Delivered AsThe method used to deliver messages.
*Conversation Part Count*The numerical value of how many parts the conversation comprises.
SLA StatusWhether or not the conversation has breached SLA.
Reopen CountHow many times the conversation has been reopened.
Assignment CountHow many times the conversation has been assigned.
Custom AttributesAny custom attributes associated with the conversation.

Rated Conversation

This event is tracked when a contact submits a rating for a conversation in Intercom, and includes the following information about the conversation:

*email*The email address of the contact associated with the conversation.
phone_numberThe phone number of the contact associated with the conversation.
TitleThe title applied to the conversation.
Snoozed UntilThe date until which the conversation will be on hold.
*Waiting Since*Timestamp of when the contact entered the queue for a conversation.
PriorityThe priority applied to the conversation.
*Assigned Team*The name of the team assigned the conversation.
Assigned Admin NameThe name of the admin associated with the conversation.
*Assigned Admin Email*The email address of the admin associated with the conversation.
Tags Any tags associated with the conversation.
Conversation RatingRating that the contact gave the conversation.
Conversation Source The name of the source of the conversation.
Conversation Delivered AsThe method used to deliver messages.
*Conversation Part Count*The numerical value of how many parts the conversation comprises.
SLA StatusWhether or not the conversation has breached SLA.
Reopen CountHow many times the conversation has been reopened.
Assignment CountHow many times the conversation has been assigned.
Custom AttributesAny custom attributes associated with the conversation.

Read Conversation

This event is tracked when a contact reads a conversation in Intercom, and includes the following information about the conversation:

*email*The email address of the contact associated with the conversation.
phone_numberThe phone number of the contact associated with the conversation.
TitleThe title applied to the conversation.
Snoozed UntilThe date until which the conversation will be on hold.
*Waiting Since*Timestamp of when the contact entered the queue for a conversation.
PriorityThe priority applied to the conversation.
*Assigned Team*The name of the team assigned the conversation.
Assigned Admin NameThe name of the admin associated with the conversation.
*Assigned Admin Email*The email address of the admin associated with the conversation.
Tags Any tags associated with the conversation.
Conversation RatingRating that the contact gave the conversation.
Conversation Source The name of the source of the conversation.
Conversation Delivered AsThe method used to deliver messages.
*Conversation Part Count*The numerical value of how many parts the conversation comprises.
SLA StatusWhether or not the conversation has breached SLA.
Reopen CountHow many times the conversation has been reopened.
Assignment CountHow many times the conversation has been assigned.
Custom AttributesAny custom attributes associated with the conversation.

Replied to Conversation

This event is tracked when a contact replies to a conversation in Intercom, and includes the following information about the conversation:

*email*The email address of the contact associated with the conversation.
phone_numberThe phone number of the contact associated with the conversation.
TitleThe title applied to the conversation.
Snoozed UntilThe date until which the conversation will be on hold.
*Waiting Since*Timestamp of when the contact entered the queue for a conversation.
PriorityThe priority applied to the conversation.
*Assigned Team*The name of the team assigned the conversation.
Assigned Admin NameThe name of the admin associated with the conversation.
*Assigned Admin Email*The email address of the admin associated with the conversation.
Tags Any tags associated with the conversation.
Conversation RatingRating that the contact gave the conversation.
Conversation Source The name of the source of the conversation.
Conversation Delivered AsThe method used to deliver messages.
*Conversation Part Count*The numerical value of how many parts the conversation comprises.
SLA StatusWhether or not the conversation has breached SLA.
Reopen CountHow many times the conversation has been reopened.
Assignment CountHow many times the conversation has been assigned.
Custom AttributesAny custom attributes associated with the conversation.

Created Ticket

This event is tracked when a new ticket is created in Intercom, and includes the following information about the new ticket:

*email*The email address of the contact associated with the ticket.
phone_numberThe phone number of the contact associated with the ticket.
CategoryThe category applied to the ticket.
Assigned TeamThe name of the team assigned the ticket.
Assigned Admin NameThe name of the admin associated with the ticket.
*Assigned Admin Email*The email address of the admin associated with the ticket.
Snoozed UntilThe date until which the ticket will be on hold.
Ticket Part CountThe numerical value of how many parts the ticket comprises.
Ticket IDThe unique ID of the ticket in Intercom.
Ticket Type The type of the ticket as listed in Intercom.
Ticket TitleThe name of the ticket as submitted by the contact.
Ticket DescriptionThe description of the ticket as submitted by the contact.
SharedWhether or not the ticket was shared by the support agent. (true/false)

Submitted Ticket

This event is tracked when a ticket is marked as Submitted in Intercom. Klaviyo's tracking of this event includes the following information about the ticket:

*email*The email address of the contact associated with the ticket.
phone_numberThe phone number of the contact associated with the ticket.
CategoryThe category applied to the ticket.
Assigned TeamThe name of the team assigned the ticket.
Assigned Admin NameThe name of the admin associated with the ticket.
*Assigned Admin Email*The email address of the admin associated with the ticket.
Snoozed UntilThe date until which the ticket will be on hold.
Ticket Part CountThe numerical value of how many parts the ticket comprises.
Ticket IDThe unique ID of the ticket in Intercom.
Ticket Type The type of the ticket as listed in Intercom.
Ticket TitleThe name of the ticket as submitted by the contact.
Ticket DescriptionThe description of the ticket as submitted by the contact.
SharedWhether or not the ticket was shared by the support agent. (true/false)

Replied to Ticket

This event is tracked when a contact replies to a ticket in Intercom. Klaviyo's tracking of this event includes the following information about the ticket:

*email*The email address of the contact associated with the ticket.
phone_numberThe phone number of the contact associated with the ticket.
CategoryThe category applied to the ticket.
Assigned TeamThe name of the team assigned the ticket.
Assigned Admin NameThe name of the admin associated with the ticket.
*Assigned Admin Email*The email address of the admin associated with the ticket.
Snoozed UntilThe date until which the ticket will be on hold.
Ticket Part CountThe numerical value of how many parts the ticket comprises.
Ticket IDThe unique ID of the ticket in Intercom.
Ticket Type The type of the ticket as listed in Intercom.
Ticket TitleThe name of the ticket as submitted by the contact.
Ticket DescriptionThe description of the ticket as submitted by the contact.
SharedWhether or not the ticket was shared by the support agent. (true/false)

Marked Ticket On Hold

This event is tracked when a ticket is marked as waiting_on_customer in Intercom. Klaviyo's tracking of this event includes the following information about the ticket:

*email*The email address of the contact associated with the ticket.
phone_numberThe phone number of the contact associated with the ticket.
CategoryThe category applied to the ticket.
Assigned TeamThe name of the team assigned the ticket.
Assigned Admin NameThe name of the admin associated with the ticket.
*Assigned Admin Email*The email address of the admin associated with the ticket.
Snoozed UntilThe date until which the ticket will be on hold.
Ticket Part CountThe numerical value of how many parts the ticket comprises.
Ticket IDThe unique ID of the ticket in Intercom.
Ticket Type The type of the ticket as listed in Intercom.
Ticket TitleThe name of the ticket as submitted by the contact.
Ticket DescriptionThe description of the ticket as submitted by the contact.
SharedWhether or not the ticket was shared by the support agent. (true/false)

Resolved Ticket

This event is tracked when a ticket is marked as Resolved in Intercom. Klaviyo's tracking of this event includes the following information about the resolved ticket:

*email*The email address of the contact associated with the ticket.
phone_numberThe phone number of the contact associated with the ticket.
CategoryThe category applied to the ticket.
Assigned TeamThe name of the team assigned the ticket.
Assigned Admin NameThe name of the admin associated with the ticket.
*Assigned Admin Email*The email address of the admin associated with the ticket.
Snoozed UntilThe date until which the ticket will be on hold.
Ticket Part CountThe numerical value of how many parts the ticket comprises.
Ticket IDThe unique ID of the ticket in Intercom.
Ticket Type The type of the ticket as listed in Intercom.
Ticket TitleThe name of the ticket as submitted by the contact.
Ticket DescriptionThe description of the ticket as submitted by the contact.
SharedWhether or not the ticket was shared by the support agent. (true/false)

Synced contact data

In addition to syncing metrics from Intercom, Klaviyo creates or updates profiles for synced contacts. Contact information includes standard profile fields and custom properties. You can use these properties in segments and in flows. Here are the fields and properties that are automatically synced from Intercom:

Email
Phone Number
First Name
Last Name
Avatar image URL
City
Country
Region
intercom_contact_id
intercom_contact_role
intercom_has_hard_bounced
intercom_marked_email_as_spam
intercom_unsubscribed_from_emails
intercom_opted_out_subscription_types_count
intercom_custom_attributes
intercom_tags

Additional resources

Getting started with Intercom

Learn how to integrate Intercom with Klaviyo in order to improve your support experience for customers. When you integrate with Intercom, metrics related to ticket and conversation activity as well as profile data will sync to Klaviyo.

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