What exactly is Intercom?
Intercom is premium software specializing in messaging with Customers. With its very easy-to-use interface, you or your Employees can easily respond to support requests from your Customers and share news and information with them.
At LearningSuite, we use Intercom ourselves as a Help Center. You can find it at the bottom of the left sidebar. Once you have added the Intercom Integration, your Customers will also be able to communicate with you through the Help Center in the same way.
Setting up the Intercom Integration takes just two simple steps:
Add the Intercom App ID to LearningSuite
Disable the Intercom launcher icon
We will now explain exactly how this works :)
1.) Add the Intercom App ID to LearningSuite
To successfully integrate Intercom into LearningSuite, simply go to Settings in LearningSuite and click the tile: "Integrations & Custom Code".
There you will find the Intercom Integration; simply click "Connect". Here, you can enter the Intercom App ID.
You can find your Intercom ID in Intercom under:
Profile → Settings → Installation → select "with code"
IMPORTANT: Enter the ID without quotation marks
2.) Disable the launcher icon in Intercom
Now we need to disable the launcher icon, as we have integrated our own interface for opening the chat window in LearningSuite.
To do this, simply go to Messenger & Omnichannel in the left sidebar in Intercom, then select Messenger, and at the bottom go to "Show the Messenger launcher" and disable this setting.
IMPORTANT: Turn off showing the launcher for Visitors and Users.
3.) Add the "Secret Key"
Finally, you now need to add your "Secret Key" from Intercom to LearningSuite.
You can find it in the Intercom settings; then click Enforce identity verification on the web in the navigation on the left.
There, you will find your "Secret Key", which you can simply copy and paste into LearningSuite.
It is also important that you set "Finish setup and enforce identity verification" to ON at the bottom.
Please also make sure that the API Base URL is stored in LearningSuite. It is grayed out by default, but corresponds to this URL: https://api-iam.intercom.io. (If you need help with this step, please contact us directly via chat)
Please note that the API Base URL may vary depending on your region. You can always find the correct version for your region here: https://developers.intercom.com/installing-intercom/web/installation/.
4.) Test the integration
Simply log in as a Member. You will now see your Help Center at the bottom of the left sidebar in LearningSuite.
However, simply switching to the Member area is not enough.
You can either "log in as a User" or create your own
Member account.
And that's how easy it is!
Your Members will now see your Help Center at the bottom of the left sidebar in LearningSuite. When Members click it, your Intercom chat window opens, where your Members can send you support requests, feedback about your content, and much more.
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NEW
Integrating Intercom with LearningSuite
In this tutorial, you will learn how to correctly connect and set up the Intercom Integration with LearningSuite. Please note that Intercom is an external helpdesk chat tool and questions about its features should be clarified directly with Intercom Support. Our support is limited to the integration with LearningSuite.
Integration instructions
Open Settings in LearningSuite and select Integrations & Custom Code to select the Intercom tile.
Fill in the required information, such as the App ID, API Base URL, and Secret Key. You can find this information in your Intercom backend, as shown in the video.
Here you can access the official Intercom documentation to retrieve the API Base URL.
Configure the Messenger launcher under "Widget" so that it is not displayed for either Visitors or Users, as a separate integration is used.
Copy the App ID from Intercom into the configuration window in your LearningSuite instance.
Enter the Secret Key in the corresponding field in LearningSuite.
If necessary, you must activate Messenger security under Security and save the changes.
Verify that the integration is working by logging in as a Member and testing the Help Center. Incoming messages should appear in Intercom and be able to be answered.
Make sure never to share the Secret Key with third parties. It is an essential security key.
The integration is considered successful when messages are correctly exchanged between LearningSuite and Intercom.