Create custom Intercom event with series triggered webhook

Question

Our team uses Amplitude for product engagement reporting and historically we have been pretty light in including Intercom engagement data. As our team begins to launch more complex campaigns in Intercom, the use of Intercom tags for Amplitude analysis feels limited, especially when trying to measure events over time. My question is: Is it possible to create a custom event by posting to an Intercom endpoint with a series triggered webhook?As a super simple example: An Intercom series has a step where an email is sent to users. Rather than tag the user when an email is sent, can I create a custom Intercom event using a webhook? Adding and removing tags as steps in a series seems inefficient to me if we are trying to track reoccurring events over time.Thanks!

Steeve Cayla · Accepted Answer

I don’t think that’s possible. The webhook feature of series is very small in terms of features. The only way to post an event on a user is to post it on the intercom ID of the user (not the user_id aka external_id). Since the webhook doesn’t have this intercom ID and doesn’t allow multiple calls etc, you just cannot post it as is.If you have a server available that is listening to the webhook (anything, like a normal server, or an automation server like n8n, make, etc), then the webhook can trigger a call to the server, which will gather the intercom ID and then post the event on the user. But that’s the only way I see it work.

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