Troubleshooting Your Intercom Integration

Having trouble integrating Referral Factory with your Intercom account? Try these troubleshooting tips.

In this guide 👇

1. Connection Problems

2. Problems Sending Referred Users (The Person Invited) to Intercom

3. Problems Sending Direct Users (The Person Referring) to Intercom

4. Problems Where Intercom Data Attributes Are Unavailable For Selection in Referral Factory

5. Qualification Problems

6. Problems Syncing Your Intercom Contacts

1. Connection Problems

🤔 Problem: You cannot connect your Intercom account with Referral Factory because the integrations settings are greyed out, or you get a permissions error, or the connection fails

→ If you are a teammate, make sure you have the correct permissions to connect your Intercom integration. If you don’t have the required permissions, the main account holder will need to update them for you. Learn more.

→ If you are the main account holder or a teammate with the required permissions inside Referral Factory, check that you are logged into your Intercom account and have the required permissions inside Intercom to connect an integration. 

→ Please note that you can only connect one Intercom account to Referral Factory at a time. You may be able to connect additional Intercom accounts via Zapier. Learn more.

2. Problems Sending Referred Users (The Person Invited) to Intercom 

 

🤔 Problem: No referred users (the Person Invited) are being sent to Intercom

→ Double check that you have mapped the Intercom attributes {Name} and {Email}. These are required fields and must be selected for the Lead/ User to be created in Intercom. 

→ Check whether you have mapped any unsupported data attribute field types. Referral Factory currently does not support the following Intercom attribute field types:

• Date 
• Decimal Number
• Reference

→ Please double check that you are consulting the correct Intercom segment. Remember you have the option to send your referred users to Intercom as Leads or Users. 

🤔 Problem: Some but not all referred users (the Person Invited) are being sent into Intercom

→ Verify if the user is already part of your campaign by searching from the Users tab in Referral Factory. If the user joined the campaign before the settings to send referred users were set up, a Lead/ User will not be generated in Intercom. Essentially, the function does not work retroactively.

→ Verify if the Lead/ User already exists in Intercom and check your settings in Referral Factory for how to handle duplicate users. Please also ensure that you have checked the records in both your Intercom Leads segment as well as your Intercom Users segment.

→ Check whether any of the Intercom data attributes you mapped to Referral Factory during your setup have data validation rules or character limits.

🤔 Problem: Referred users (the Person Invited) are being sent into Intercom but one or more data attributes are not being updated

→ Check whether you have mapped any unsupported data attribute field types. Referral Factory currently does not support the following Intercom data attribute field types:

• Date 
• Decimal Number
• Reference

→ Check whether any of the Intercom data attributes you mapped to Referral Factory during your setup have data validation rules or character limits.

🤔 Problem: Referred users (the Person Invited) are not updating in Intercom

→ Make sure you have chosen the option to update Leads/ Users under the section "How To Handle Duplicate Users" in your Intercom integration setup. Whatever fields you have mapped in the integration step will be updated for the Lead/ User inside Intercom. Keep in mind that enabling this setting may result in existing Intercom people data being overwritten.

3. Problems Sending Direct Users (The Person Referring) to Intercom 

🤔 Problem: No direct users (the Person Referring) are being sent into Intercom

→ Double check that you have mapped the Intercom data attributes {Name} and {Email}. These are required fields and must be selected for the Lead/ User to be created in Intercom.

→ Check whether you have mapped any unsupported data attribute field types. Referral Factory currently does not support the following Intercom data attribute field types:

• Date 
• Decimal Number
• Reference

→ Please double check that you are consulting the correct Intercom segment. Remember you have the option to send your referred users to Intercom as Leads or Users. 

🤔 Problem: Some but not all direct users (the Person Referring) are being sent into Intercom 

→ Verify if the user is already part of your campaign by searching from the Users tab in Referral Factory. If the user joined the campaign before the settings to send direct users were set up, a Lead/ User will not be generated in Intercom. Essentially, the function does not work retroactively.

→ Verify if the Lead/ User already exists in Intercom and check your settings in Referral Factory for how to handle duplicate users. Please also ensure that you have checked the records in both your Intercom Leads segment as well as your Intercom Users segment.

→ Check whether any of the Intercom data attributes you mapped to Referral Factory during your setup have data validation rules or character limits.

🤔 Problem: Direct users (the Person Referring) are being sent into Intercom but one or more data attributes are not being updated

→ Check whether you have mapped any unsupported data attribute field types. Referral Factory currently does not support the following Intercom data attribute field types:

• Date 
• Decimal Number
• Reference

→ Check whether any of the Intercom data attributes you mapped to Referral Factory during your setup have data validation rules or character limits.

🤔 Problem: Direct users (the Person Referring) are not updating in Intercom

→ Make sure you have chosen the option to update Leads/ Users under the section "How To Handle Duplicate Users" in your Intercom integration setup. Whatever fields you have mapped in the integration step will be updated for the Lead/ User inside Intercom. Keep in mind that enabling this setting may result in existing Intercom people data being overwritten.

4. Problems Where Intercom Data Attributes Are Unavailable For Selection in Referral Factory

🤔 Problem: A custom or default Intercom data attribute is not showing in Referral Factory 

→ Click the yellow refresh option in the top right hand corner of your screen.

→ Check if you have selected a CRM field for any pages in the campaign builder. If you have chosen to use a CRM field, then Referral Factory will automatically map the  field to Intercom. Should you wish to map the data attribute differently, rather use an input field or select field and map the field manually.

→ Check whether the data attribute has already been mapped to another field. It is not possible to map a Intercom data attribute to multiple Referral Factory fields. 

→ Try disconnecting your Intercom integration and clearing your cache. After doing so, reconnect and attempt again to see if the data attribute appears in the available options.

🤔 Problem: The data attribute you have created to store users' referral links is not available for selection

→ Click the yellow refresh option in the top right hand corner of your screen.

→ If you are running multiple campaigns, remember to create a separate data attribute for each campaign's referral link. For example, if you have three separate campaigns, say a referral program, an affiliate program, and an influencer program, then you could create three data attributes in Intercom:

{Referral Link}
{Affiliate Link}
{Influencer Link}

 

5. Qualification Problems  

🤔 Problem: The referred user (person invited) has converted in Intercom but the referral is not being qualified in Referral Factory

→ Please note that qualification can happen at a delay of up to 12 hours. Referral Factory is busy syncing thousands of data points at any given time and your qualification could be in the queue.

→ Double check that the data attribute specified as the qualification trigger in the integration step of your campaign builder matches your desired conversion action in Intercom.  

→ Double check that the initial value of the data attribute specified in the integration step of your campaign builder matches the initial value of the data attribute for your Intercom Lead/ User that hasn't qualified.   

→ Please note that you can only qualify referred users (the person invited). 

→ Check if the Lead/ User existed in Intercom prior to setting up your automatic qualification in the integration step of your campaign builder. If this is the case, ensure you have chosen to update existing contacts in the section titled “How to Handle Duplicate Users“. If you have not chosen to update duplicate users, the Lead/ User will not qualify in Referral Factory.  

 

6. Problems Syncing Your Intercom Contacts

🤔 Problem: You cannot find a specific segment in Intercom to sync

→ Click the yellow refresh option in the top right hand corner of your screen.

→ If you have many segments in Intercom, keep scrolling to the bottom of the list of options in Referral Factory multiple times. Note that only 100 segments load at once, so scrolling down will load more segments for selection.

→ Try disconnecting your Intercom integration and clearing your cache. After doing so, reconnect and attempt again to see if the list appears in the available options.

→ Check that you've spelled the name of the segment correctly.

🤔 Problem: You've configured the sync but only some or no users have been added in Referral Factory

→ Wait up to 12 hours. Referral Factory is busy syncing thousands of data points at any given time. Your sync is probably in the queue and changes will reflect within 12 hours, depending on the number of contacts you have chosen to sync.

→ Check whether the sync will exceed your user limit in Referral Factory. 

→ Ensure that the information for your Intercom contacts is filled out for the data attributes you linked to Referral Factory during the setup of your sync, including {First Name}, {Email}, and any other fields you mapped. If any one of these data attributes is blank inside Intercom, it could result in the contact not being synced.

→ Check whether the contacts you synced already exist as users in Referral Factory. 

🤔 Problem: You've configured the sync and users have been added to Referral Factory but no referral links have populated in Intercom

→ Wait up to 12 hours. Referral Factory is busy syncing thousands of data points at any given time. Your sync is probably in the queue and changes will reflect within 12 hours, depending on the number of contacts you have chosen to sync.

→ Check that the Intercom data attribute you created to store the referral link is a single line text field type and that there are no character limits or validation rules that might prevent the data from syncing correctly. 

🤔 Problem: You have new Contacts/ Leads/ Users inside Intercom but they have not been automatically enrolled in your referral campaign

→ Make sure you have selected the option to run the sync on an ongoing basis. You can see if a sync is ongoing on the Promote step of your campaign builder.