Data Accessibility Challenges: Custom Object Attributes

  • 14 May 2024
  • 1 reply

Hello everyone,

Our team, operating within the travel industry, heavily rely on API calls to extract valuable insights from our database (e.g. departure dates, company codes, destinations etc.) wihin Intercom workflows. We then save this information as custom object attributes.

This setup was designed to facilitate detailed data analysis of our workload while saving our team time by automating the input process for each request.

However, to our surprise, custom object attributes are not accessible through search, reporting, or exporting functions within Intercom. 

As a result, despite the data residing in Intercom, our team still needs to manually input it into conversation and people data to make it available for reporting and exports.

Recognizing the significance of this time-consuming process, we're actively seeking a solution to automate it.

Is it feasible to complete conversation and people attributes via an API call (bypassing reference option), or are there alternative workarounds to ensure this information is accessible for reporting and exporting?

We welcome any insights or suggestions!


Best answer by mateusz.leszkiewicz 21 May 2024, 16:07

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Hi Tereza Zaloni, It’s Mat from the Support Engineering Team 😀

You can create Custom Attributes in Intercom and then you can send them to the Intercom automatically via Intercom installation snippet.

You can read more about this process here.

We also have the REST API endpoint to update Contact Data as well as Custom Data Attributes if you need to perform such an operation.