If you use Intercom to talk to your customers and Custify to manage your customer success, you’ve probably wondered how to actually get them working together. Not just syncing data for the sake of it, but using both tools so your team actually knows when to reach out, what to say, and how to keep customers happy. This guide is for SaaS teams who want less busywork, more real engagement, and fewer “Wasn’t this in the other tool?” moments.
Let’s skip the vague promises and get straight to what works, what’s a waste of time, and how to connect Custify with Intercom so you get more out of both.
Why bother connecting Custify and Intercom?
Sure, both tools can track users, send messages, and show you some health scores. But if you’re running them separately, you’re probably:
- Missing key signals about which customers need attention
- Duplicating manual data entry (yikes)
- Struggling to keep your team on the same page
When you connect them the right way, you can:
- Trigger smarter, more timely messages in Intercom based on real product usage (from Custify)
- Give CSMs context right inside Intercom when customers start conversations
- See a full timeline of customer touchpoints, not a patchwork
But don’t expect magic. If your data’s a mess or your team ignores the tools, no integration will save you.
Step 1: Get your data in order first
Before you even touch the integration settings, take a hard look at your data. Most headaches come from messy or mismatched records. Here’s what to do:
- Clean up duplicates: Make sure customer IDs, emails, and company names match in both systems.
- Decide which fields matter: Things like health score, plan, MRR, and last activity are useful. Don’t sync every field “just in case.”
- Align your segments: If you group customers differently in each tool, you’ll get weird results. Pick one way to segment (by plan, size, lifecycle stage, etc.) and stick to it.
Pro tip: If you have to fix data every month, fix your process. Otherwise, your integration will just multiply the chaos.
Step 2: Connect Custify and Intercom
The actual connection is straightforward, but don’t rush it. Here’s the honest rundown:
- Go to Custify’s Integrations section
- You’ll find Intercom under available integrations.
- Authenticate with your Intercom account
- Grant the necessary permissions. Yes, it feels weird to give so much access, but you need it for syncing.
- Map users and companies
- Decide if you’re matching by email, user ID, or company domain. Consistency is everything here.
- Choose what to sync
- Health scores, product usage, renewal dates, etc. Be picky. More data isn’t always better.
- Set sync frequency
- Real-time is nice, but hourly or daily is fine for most teams. Don’t overload Intercom with constant updates unless it’s truly needed.
Watch out: If you have a huge user base, syncing everything can slow things down or create noise. Test with a small subset first.
Step 3: Build smarter workflows
This is where most teams mess up—they connect the tools and hope something magical happens. Not gonna work. You need to set up workflows that actually help your team engage customers at the right time.
1. Trigger Intercom messages based on Custify health scores
- Example: If a customer’s health score drops below 60, trigger a check-in email or in-app message from Intercom.
- Why it works: You catch issues before they churn, instead of just reacting to tickets.
How to set it up: - In Custify, create a segment or automation for "at-risk" customers. - Use the integration to send this status to Intercom as a custom attribute. - In Intercom, set up a message or workflow that targets users with this attribute.
2. Show Custify context inside Intercom conversations
- Example: When a customer opens a chat, CSMs can see their health score, last login, or current plan—right next to the Intercom chat.
- Why it works: Cuts down on “hold on, let me check another system” and lets you personalize responses.
How to set it up: - Enable the Intercom app/widget in Custify so key info appears in Intercom’s sidebar or as a widget in the conversation. - Train your team to actually look at it (obvious, but often skipped).
3. Log Intercom conversations in Custify’s timeline
- Example: Every time you chat or email a customer in Intercom, it shows up in their Custify timeline.
- Why it works: Gives your customer success team a full history—even if support handled it.
How to set it up: - In the integration settings, choose to sync Intercom conversations to Custify. - Decide whether to sync all conversations or only ones tagged a certain way (to avoid clutter).
4. Automate CSM tasks based on Intercom events
- Example: A customer asks about upgrading in Intercom—Custify automatically creates a follow-up task for their CSM.
- Why it works: No more “Did anyone follow up on that?” moments.
How to set it up: - Use Intercom’s webhook or API to push certain events to Custify (like a tag or keyword match). - In Custify, set up automations to create tasks or alerts based on these events.
Step 4: Cut the noise—only surface what matters
It’s tempting to sync every possible event and field, but you’ll drown your team in notifications and dashboards. Here’s how to avoid that:
- Only sync actionable data: If you never use a data point in a workflow, leave it out.
- Tag critical conversations: Use Intercom tags to mark high-priority interactions for syncing.
- Set up digest alerts: Instead of real-time pings, send a daily or weekly summary of key changes (like at-risk customers or upsell opportunities).
- Review and prune regularly: Every quarter, look at what data you’re actually using—and turn off the rest.
Honest take: More data =/= more insight. It’s easy to get dashboard-happy and lose sight of what actually helps your team do their job.
Step 5: Train your team—and listen to their feedback
No integration works if your team ignores it or finds it confusing. You need to:
- Run a quick walkthrough of what’s new in Intercom’s sidebar or Custify’s timeline.
- Show CSMs how to act on the data (“If you see health drop below X, do Y”).
- Ask what’s useful and what’s just noise—then adjust your integration rules.
Pro tip: The best workflow is the one your team actually uses, not the fanciest one you can build.
What actually works (and what doesn’t)
Works well:
- Triggering targeted messages in Intercom based on Custify’s real product usage data
- Giving CSMs a single place to see all customer interactions
- Automating reminders and tasks for key events
Not worth your time:
- Syncing every possible field “just in case”
- Sending generic check-in emails to everyone (they’ll get ignored)
- Overcomplicating with too many custom workflows
A few things to ignore
- Hype about “360-degree views”: You’ll never have every single data point in both tools, and you don’t need to.
- One-click automations: You’ll need to tweak things. The defaults are rarely a perfect fit.
- Integration for its own sake: If you can’t say why you need a data point, don’t sync it.
Keep it simple—iterate as you go
Start with one or two workflows that solve real problems for your team. Don’t try to automate everything at once. As you see what actually helps, add more. Keep checking in with your team—if something’s just noise, turn it off.
Connecting Custify and Intercom won’t magically fix engagement. But if you focus on actionable signals, keep your workflows lean, and actually use the data, you’ll spend less time chasing info and more time building real customer relationships. That’s what counts.