Intercom And Referral Factory: A Full Guide

Using Pipedrive and Referral Factory together, to automate everything from generating referral links for users, to asking your customers to refer their friends, to marking which referrals convert, to rewarding successful referrals. No-code needed!

Intercom is a customer communication platform with a suite of integrated products for every team — including sales, marketing, product, and support and when combined with Referral Factory, you can automate many of the manual tasks associated with managing a referral program. With the Referral Factory Intercom integration, you can generate more referrals (two times higher quality leads) and grow your business without adding to your workload.

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In this guide, you'll learn how to get the most out of Referral Factory and Intercom working together!

Syncing your referral program with Intercom lets you automatically send through all your newly referred users as new leads into Intercom, and qualify them at lead status stages that count as conversions. It greatly simplifies your referral program behind the scenes and helps you keep track of which of your referred leads (or referrals) have qualified, as well as which referrers need to be rewarded.

👉 Build a referral program that is fully on-brand (using our drag-and-drop builder).

👉 Generate a referral link for all or some of your Intercom contacts.

👉 Send all your new referred users (leads) directly into the Intercom workflows you already use.

👉 Automatically qualify these referred users when they convert - simply by updating the lead status of that lead in Intercom. 

👉 Automatically reward contacts for their referrals - if your campaign offers rewards. 

Referral Factory + Intercom work together to run hassle-free referral campaigns, enabling you to grow your business - through referrals!

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Referral Factory and Intercom work together to run hassle-free referral campaigns, enabling you to grow your business - through referrals!

In order to launch a referral campaign and integrate it with your Intercom account, you will need the following:

First, you'll need to build your referral program using the campaign builder inside of Referral Factory. Once your referral program is up and running, you can be ready to integrate it with Intercom 👇

In this guide, we will show you how to:

  1. Connect Intercom to Referral Factory
  2. Build and set up your own custom referral campaign
  3. Set up your Intercom Integration and map what data you send to Intercom (when you get new referred users/leads) 
  4. Automatically qualify your referrals using the Intercom workflows you already use 
  5. Sync Intercom Contacts with your referral campaign - generating referral links for all your Intercom contacts
  6. Uninstall your Intercom integration from Referral Factory


1. Connect Intercom to Referral Factory

Click on the settings tab on the left-side navigation bar. Then click the ‘Connect’ button on the Intercom integration option. Choose the Intercom account you wish to connect to Referral Factory. 

*Note you can only connect one Intercom account at a time. 

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Please make sure that you accept giving Referral Factory permission to access your Intercom account.

Once your Referral Factory account is connected to Intercom, you will need to configure your integration inside your campaign. To do this please navigate to the settings step inside your campaign builder - jump to the third section to see how to do this if you want to skip the second one as you have your campaign ready. 

 

 

2. Create, Build and Edit Your Referral Campaign

With Referral Factory you can design, build and launch a referral campaign in just a few minutes. Without writing a line of code! You can customize your campaign to look and feel just like your brand too. Our drag-and-drop builder allows you to add your own logo, change the background, edit the font settings and add new content such as headlines, text, images, and videos. For more information on how to build a referral campaign, watch this video

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Once your referral campaign is built, you can now integrate it with  Intercom workflows you already use. 

 

3. Set up your Intercom Integration and map what data you send to Intercom (when you get new referred users/leads)
 

In your campaign settings, you'll see a block at the top that says: ‘Setup your campaign to send users out, and then qualify those users when they convert ’ - let's start here! 

There are two methods that you can use to qualify referred leads in Intercom: standard data attributes or custom data attributes.


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Methode 1: Qualify when users signed up - "Standard data attributes".

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When a person invited becomes a user or fills out the form on Step 3 of your referral campaign, that referral lead will automatically get sent to your Intercom account as a lead where they will follow the current process for all leads entering Intercom. 

  • First select what “Type” of Referral Factory user you want to send to your Intercom account - direct users, referred users, or users who have manually been added to a campaign from an existing database. In order to make sure your new referred users get sent to Intercom, select the "Referred" users option.


    *Note: If a contact already exists in Intercom with the same email address that they have used to join your referral campaign the contact will not be duplicated in your Intercom account.

  • Define the user data that you want to collect and send to Intercom. Keep in mind that Intercom requires the default field "Email"  so you will need to send it. 

    Make sure that these fields have also been created in your Intercom account in order to successfully send the data points you've mapped out. If that field doesn’t exist in Intercom then the lead will not be sent through.

    You can also include the first name and email address of the referrer as a contact property when sending referred leads to Intercom. 

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    Once you've published your campaign and you start getting referrals, they’ll automatically be sent to your Intercom account with the deal status that you assigned.

    Referral Factory Connecting Intercom To Your Referral Program 6-1

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Methode 2: Qualify when a custom property is changed - Custom data attribute.

By choosing this method, you should have already created data attributes in your Intercom account.

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  • Choose the property, in this case, lead "status"
  • Then define ‘What should the first status of the user be” - in this case, "Beginner".
  • Then decide ‘What will the status of the user change to when they are qualified”, in your Intercom account. Your customer or user will have this status/stage once they convert - in this case, it is "Starter, Basic, Pro".
  • Lastly, select what “Type” of Referral Factory user you want to send to your Intercom account - direct users, referred users, or users who have manually been added to a campaign from an existing database. In order to make sure your new referred users get sent to Intercom, select the "Referred" users option.


    *Note: If a contact already exists in Intercom with the same email address that they have used to join your referral campaign the contact will not be duplicated in your Intercom account.
  • Define the user data that you want to collect and send to Intercom. Keep in mind that Intercom requires the default field "Email"  so you will need to send it. 

    Make sure that these fields have also been created in your Intercom account in order to successfully send the data points you've mapped out. If that field doesn’t exist in Intercom then the lead will not be sent through.

    You can also include the first name and email address of the referrer as a contact property when sending referred leads to Intercom. 

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Once these steps are completed, users that join your referral campaign will automatically be sent to Intercom.

*Note: If you want to Qualify your referred users using a different setup in Intercom (that means you don’t want to use our options: then we suggest sending the ‘code’ of each referred user into Intercom so that you have their unique identifier inside your Intercom account. When the user qualifies, you can then send their code back to Referral Factory using our ‘Qualify with code’ Zap. You can read how to do that in this Zapier help guide. In the next section, you will see how to map the ‘code’ field to send it to Intercom
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4. Automatically Qualifying Your Referrals In Intercom

Qualifying referrals makes it easy for you to see how many referrals you have. You will also be able to identify who needs to be rewarded for referring a new user. 

To qualify new referrals on Referral Factory, simply update the Lead Status in Intercom. You can decide in your campaign settings how you want to do this. 

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When you do this, the status of the user in Referral Factory will change accordingly, letting you know that the lead has been qualified. The change will be as follows: 

Qualified = No

to 

Qualified = Yes

From the example below, we can see that Jessica referred Tim. Now that Harry has been qualified we can see that Monica has a converted referral and needs to be issued a reward. 

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5. Sync Intercom Contacts with your referral campaign - generating referral links for all your Intercom contacts 

You can sync all of your Intercom contacts or a specific list of contacts with your referral program. This will allow you to add those contacts to your referral program and issue them with their own unique referral links - this means you can include a contacts referral link in all your automated marketing efforts! 

This is how you generate referral links for all or some of your Intercom contacts: 

 

From the Outputs tab of your campaign, click on the Sync Your CRM Contacts button.


From here you can follow the prompts to sync your contacts. It's important to note that you can choose to sync ALL contacts. You can also choose to keep this sync ongoing or to only do a once-off sync. This depends on whether you simply want to generate referral links for the contacts you already have in Intercom today, or you want to generate referral links for the contacts you have in Intercom today AND the contacts you'll have in Intercom in the future.

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Please make sure to map the Referral Link field to a field you create in Intercom. 


6. Uninstalling The Intercom Integration

To uninstall Intercom from Referral Factory please navigate to the 'Settings' tab on the left-hand side.

Then select 'Disconnect'.

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Once Intercom has been disconnected the sending of new user data from Referral Factory to Intercom will stop.

Any data that was sent before the de-installation of Referral Factory and Intercom will be available in both places. Any new user data will still be available in Referral Factory as your campaigns will not be paused or stopped.

If you'd like more information on how to use Referral Factory and Intercom together - please book a demo with our team.