Intercom issues

[OAskarov]

Hello, professional community,

We are facing some issues with Intercom integration to our account. Some of the generated leads appear as if they are generated from Intercom when in reality, this is not the case.

It looks like Intercom is taking over our lead-generation efforts.

Did anyone ever experience something like that?

I'll be happy to speak with someone that managed this integration in the past and knows how to solve it.

** We are using the native integration between Intercome 2 HubSpot.

Thank you

[OAskarov]

Hello @TomM2,

Thank you very much for this observation.

I didn't create this integration, but I know that my client is using the native Intercom/HubSpot application for it.

I'm actually having a meeting with my customer today about this to sort this out.

I appreciate your help!!!

I'll use your comment to investigate this issue deeper. 

Oren

[HFisher7]

@OAskarov - OK. And I assume the link shared doesnt have any UTM parameters added to it?! 

Which HubSpot properties are you using to report on source? Can you share a screenshot of what the values are?

[HFisher7]

@OAskarov - I am not familiar with the Intercom and HubSpot data sync but have had a read through the app installation page. 

I assume that Leads are first captured in Intercom before being pushed through to HubSpot, once qualified, which is why the original source of the Contact in HubSpot is showing as Intercom?

My assumption is also based on my understanding that the 'Original source' properties in HubSpot would state whether a Contact had been captured via another channel. Resource: Understand Original and Latest source properties.

Is this the case? Or am I misunderstanding? 

What property are you using in HubSpot to report on Lead source?

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P.s. Maybe worth a note that all HubSpot subscriptions do get access to HubSpots Livechat and Chatbot functionality. 

[OAskarov]

Hello Hannah,

Thank you very much for this.

The thing is, that when I did a test and sent the link for our form via LinkedIn. The lead was captured as if it came from Intercom. Which doesn't make sense at all!!

[HFisher7]

@OAskarov - Where did the Lead input their information first?! To be 'captured'..?!  Was it on a HubSpot form or via an intercom chat? 

[OAskarov]

HubSpot form

[TomM2]

@OAskarov is your integration set to always create intercom contacts on HubSpot contact creation and always create HubSpot contacts on intercom creation? 

My best guess here is theres a race condition where the integration is sending data to intercom, which in turn is sending data back to HubSpot as a "new contact creation". If this gets to HubSpot before HubSpot creates the contact then it might *technically* be intercom creating the contact and overriding the HubSpot contact creation. 

Is this the integreation you're using? If so, this was actually built by intercom and not HubSpot. There's even a support email on that page! So it might be worth reaching out to them to troubleshoot how this is setup and how to avoid this happening in the future!