# Analytics Kotlin Intercom Plugin [Intercom](https://www.intercom.com/) makes customer messaging apps for sales, marketing, and support, connected on one platform. The Intercom Destination Plugin is open-source. You can browse the Kotlin code for [Android](https://github.com/segment-integrations/analytics-kotlin-intercom/tree/main) on GitHub. ## Getting started 1. From the Segment Destinations page, click **Add Destination**. 2. Search for "Intercom" and select it in the results that appear. 3. Select a source to connect to your Intercom destination. 4. Authorize your Intercom account in Segment and select the Intercom Account to sync with Segment. 5. [Find your "App ID" in the Intercom UI](https://developers.intercom.com/installing-intercom/web/installation/#step-3-generate-a-config-file-with-this-command) or by navigating to the Gear Menu and selecting App Settings > API Keys. It should look something like `9iefb489`. ## Adding the dependency To install the Segment-Intercom integration, add this line to your gradle file: ```text implementation com.segment.analytics.kotlin.destinations:intercom: ``` Or the following for Kotlin DSL: ```text implementation(com.segment.analytics.kotlin.destinations:intercom:) ``` ## Using the plugin in your app Open the file where you set up and configured the Analytics-Kotlin library. Add this plugin to the list of imports. ```text import com.segment.analytics.kotlin.destinations.intercom.IntercomDestination ``` Under your Analytics-Kotlin library setup, call `analytics.add(plugin = ...)` to add an instance of the plugin to the Analytics timeline. ```text analytics = Analytics("", applicationContext) { this.flushAt = 3 this.trackApplicationLifecycleEvents = true } analytics.add(plugin = IntercomDestination(applicationContext)) ``` Your events will now begin to flow to Intercom in device-mode. ## Identify If you're not familiar with the Segment Spec, take a look to understand what the [Identify method](/docs/segment/connections/spec/identify/) does. An example call would look like: ```java analytics.identify("user-123", buildJsonObject { put("name", "Iñigo Montoya") put("email", "avenger@example.com") put("company", { "id": 123, "name": "Iñigo & Friends Holding Company" }) put("createdAt", "Mon Mar 26 2018 17:44:51 GMT+0000 (UTC)") }); ``` When you call Identify, Segment creates or updates the user in Intercom using their [Contacts API](https://developers.intercom.com/docs/references/rest-api/api.intercom.io/Contacts/contact/). Segment doesn't support creating [leads](https://developers.intercom.com/docs/references/rest-api/api.intercom.io/Contacts/MergeContact) > \[!NOTE] > > Intercom associates Track events with known users. An Identify call with a `userId` is required before Track events are associated properly. Segment's bundled mobile SDKs also require that Identify is called before Track, but accepts setting an unknown user in Intercom using the `anonymousId`. * Passing `traits.company` creates a new Intercom Company if the `company_id` does not match an existing `company_id`. See the [Intercom contact model documentation](https://developers.intercom.com/intercom-api-reference/reference/the-contact-model) for more details. * Trait values must be no longer than 255 characters. Intercom supports both logged-in or logged-out users. You must register your users with Intercom before you can talk to them or see what they do in your app. This means that Identify must be called before Track. Intercom allows you to track only known or only unknown users, or all users regardless of identification status. Segment supports the ability to track all users regardless of identification status by checking for logged in users (determined by the `userId`) and falling back to setting the user as "Unidentified" when this is not present. Intercom knows when your app is backgrounded and comes alive again, so you won't need to re-register your users. Segment maps the following Intercom standard attributes on Identify. | Segment Parameter | Intercom Parameter | Description | | ----------------------------------------- | ------------------------ | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | `traits.userId` | `user_id` | The user ID for this user. | | `traits.email` | `email` | The email of this user. | | `traits.name` | `name` | The full name of this user. | | `traits.phone` | `phone` | The phone number for this user. | | `traits.company` | `company` | The company associated for this user. | | `traits.signedUpAt` | `created_at` | The signed up date as an NSDate (iOS) & Long (Android) | | `integrations.intercom.language_override` | `languageOverride` | The [language override](https://docs.intercom.com/configure-intercom-for-your-product-or-site/customize-the-intercom-messenger/localize-intercom-to-work-with-multiple-languages) code for this user. | | `integrations.intercom.unsubscribed` | `unsubscribedFromEmails` | A boolean indicating if the user has unsubscribed from emails. | | remaining `traits` | `customAttributes` | Custom attributes for this user. | > \[!NOTE] > > Intercom supports String, Long, Float, Double, Boolean, Character, Byte, Short or Integer type values on Android. Pass Android traits using camel case to conform with Java convention. #### Collect context When this option is selected, Identify calls include contextual information collected by [Segment's mobile libraries](/docs/segment/connections/sources#mobile) if it is available. This info is set as Custom Attributes on the Intercom user. The fields collected from the [context object](/docs/segment/connections/spec/common/) are `device.type`, `device.manufacturer`, `device.model`, `os.name`, `os.version`, `app.name`, `app.version` and appear in Intercom as `device_type`, `device_manufacturer`, `device_model`, `os_name`, `os_version`, `app_name` and `app_version`. ## Track If you're not familiar with the Segment Spec, take a look to understand what the [Track method](/docs/segment/connections/spec/track/) does. An example call would look like: ```java analytics.track("View Product", buildJsonObject { put("productId", 123) put("productName" "Striped trousers") }); ``` > \[!NOTE] > > Because Intercom only associates Track events with known users, an Identify call with a `userId` is required before Track events are associated properly. ### Revenue and currency properties If you send `properties.revenue` and `properties.currency` to Intercom, Segment formats those properties according to [Intercom's Monetary Amount](https://developers.intercom.com/intercom-api-reference/reference/submit-a-data-event#metadata-object) and sends them to Segment as: ```js price: { amount: * 100, // since Intercom requires this in cents currency: // defaults to 'usd' } ``` If `properties.revenue` is not present, the bundled mobile integrations check `properties.total` and assign the total value as the `properties.revenue` or amount value. ### Limited properties Intercom can only store [5 event properties](http://docs.intercom.io/Intercom-for-user-analysis/Tracking-User-Events-in-Intercom#metadata-support) per event. If you send an event to Segment with more than 5 properties, Intercom only shows the first 5 properties. ### Limited events In Intercom, an "Active" event is an event that hasn't been archived. Intercom only allows a total of 120 unique *active* event names. If you're sending Segment more than 120 unique event names, Intercom only accepts the first 120 events that their servers encounter. Any additional unique event names will result in an error. If you need to bring your account back under the 120 event limit, archive some events from in the Intercom UI by navigating to **Settings > (workspace name) data > Events**, then click on the event to archive. ## Group If you're not familiar with the Segment Spec, take a look to understand what the [Group method](/docs/segment/connections/spec/group/) does. An example call would look like: ```java analytics.group("user-123", buildJsonObject { put("username", "MisterWhiskers") put("email", "hello@test.com") put("plan", "premium") }); ``` Segment supports Intercom companies in all sources. Users can be put into multiple groups, which associate them to multiple companies in Intercom. When you call Group from any of any server-side libraries or mobile sources in cloud-mode (without Segment's mobile Intercom SDK installed), you must include either the `userId` or `email` of an existing user in Intercom. > \[!NOTE] > > In order for the Company Sessions Count to update within Intercom, the company must first be recorded in an Identify call. | Segment Parameter | Intercom Parameter | Description | | ---------------------- | ----------------------------- | --------------------------------------------- | | `groupId` | `companyId` | The ID for the company. | | `traits.name` | `name` | The name of the company. | | `traits.plan` | `plan` | The plan of the company. | | `traits.monthly_spend` | `monthlySpend` | The monthly spend of the company. | | `traits.company` | `intercomSettings.company` | The company associated for this user. | | `traits.createdAt` | `intercomSettings.created_at` | The UNIX timestamp when the user was created. | | remaining `traits` | `customAttributes` | Custom attributes for this user. | > \[!NOTE] > > Intercom supports `String`, `Long`, `Float`, `Double`, `Boolean`, `Character`, `Byte`, `Short` or `Integer` type values on Android. Pass Android traits using camel case to conform with Java convention. ## Reset The bundled mobile SDK `reset` method un-registers a user in Intercom. When users want to log out of your app and you call Segment's `reset` method, Segment calls: ```java intercom.logout() ``` ## Best practices ### Arrays and Objects Intercom doesn't support custom arrays or objects. If you want to send a certain user `trait` or event `property` to Intercom, you must send them at the top level instead of in an array or object. This limitation does not apply if you are mapping custom traits or properties to `company` objects on [Identify calls](/docs/segment/connections/spec/identify/).