Lead is not updating through API | Community
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Hi, 

 

So I’ve been working on setting up my account and I’m stuck at this for over a week now. 

 

I’ve got a lead form and these leads are being sent to Intercom, with custom lead data (attributes) such as event date and event type. This is all sent through zapier and Intercom API. 

 

However, when a lead already exists, it’s not updating the lead with these custom attributes. All API work, I get the right 200 response, I do not get duplicated leads and so on. Mapping is all correct and we tested via Postman and via Intercom test enviroment, here it all works, yet sending real data via Zapier to Intercom does not update the lead. 

 

We’ve checked with both support teams and lead data is sending through zapier to Intercom. However Intercom support mentioned they do not receive the body call, while the zapier logs show this is being sent correctly. 

 

What is going wrong here, is this just a bug? I can’t believe no one is using the API on zapier to update lead profiles. I’ve spent 10 hours + everyday on breaking this puzzle but there is still no updates on my test leads. 

 

Hey ​@Jochem Schuiling, Emily here from Support Engineering at Intercom 👋🏼

 

Zapier is a third party service, meaning that I don’t have a lot of information regarding it, but here’s what I am thinking..

 

Key points from the information:

  • To update an existing Lead via the Intercom API, you must use a unique identifier such as user_id or id in your POST request to /contacts. It is not possible to uniquely identify and update a Lead using only an email address. If your Zapier setup is not passing the correct identifier, the update may not occur as expected.
  • There are several ways to update users/leads in Intercom, including API calls and CSV imports. However, when using the API, ensure that your integration is sending the correct data and identifiers. If the data sent from your integration (e.g., Zapier) does not match the required identifiers, Intercom may not update the lead.
  • If your app or integration is also sending data to Intercom, it may overwrite values set by the API or CSV import. Your app’s database should be the primary source of truth, and updates should be made there before updating Intercom.

Recommendations:

  • Double-check that Zapier is sending either the user_id or id of the lead in the API call to Intercom.
  • Ensure that no other integration is overwriting the data after your Zapier update.
  • Review the Update Lead API documentation for correct usage.

If these steps are followed and the identifiers are correct, the update should (hopefully) work as expected ☺️

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