Tracking Customer Responses to Outbound Messages on Intercom

Question

In our team, we have agents who use Intercom conversations to send outbound messages to customers. Customers do not always respond to these messages. I would like to be able to generate a report showing the number of conversations created by an agent, along with information on how many outbound conversations received a response from the customer and how many did not. Without this capability, I may have to consider switching to another platform for our company. Thank you for your assistance.Let me know if you’d like any adjustments!    4o

Fario Consulting · Accepted Answer

Hi,You can use Intercom's API to generate a report showing the number of conversations created by an agent and whether they received responses. You would need to use the "List all conversations" endpoint to get all conversations initiated by agents and then filter these based on user ID...for each conversation, retrieve the messages using the conversation's ID to determine if there was any response from the customer

Carla Rodrigues · Answer

“for each conversation, retrieve the messages using the conversation's ID to determine if there was any response from the customer” …. really ?If we have more than 200 conversations, do you want me to check, one by one, whether each conversation received a response from the customer? So, if I have to do everything manually, what’s the point of using your platform?

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