What the Intercom Integration Does
The Intercom integration allows you to pull chat tickets and phone conversations directly from Intercom into Solidroad, where they can be automatically scored using your customized Solidroad scorecards.
You can create scorecards to evaluate:
Soft skills (such as empathy, tone, and rapport)
Technical accuracy
Process adherence
Other team-specific criteria
With this integration, you can run bulk evaluations, scoring hundreds or thousands of conversations in a single session. This enables you to generate performance insights, highlight coaching opportunities, and drive continuous improvement across your support team.
What You’ll Need
To set up the Intercom integration, you must have:
An Intercom admin account (required to authorize the connection)
Access to Solidroad with permission to manage integrations
How to Set Up the Intercom Integration
Log in to Solidroad.
Go to the Integrations tab, located in the bottom-left corner of the main navigation.
Find the Intercom integration and toggle it on.
A prompt will appear requesting access to your Intercom data, specifically your conversation data.
You will be redirected to Intercom, where you must approve the integration.
After authorization, you will return to Solidroad. The toggle will now appear as active, confirming that the integration is complete.
How to Run QA on Intercom Conversations
Solidroad supports scoring both Intercom chat tickets and phone conversations.
To run a bulk evaluation:
Navigate to the Quality tab in Solidroad.
Click "New Bulk Evaluation."
Enter a name for your evaluation.
Ensure the Intercom integration is selected. It may be preselected by default.
Choose an existing scorecard or create a new one.
Define your filter conditions to determine which conversations will be included in the evaluation.
Optionally, use custom attributes on the second step to further refine the conversation set (such as by topic, tag, or priority).
Note: Due to current limitations with Intercom, the preview of how many conversations match your filters is only available after the initial condition step. Custom attribute filters do not provide a live preview count.
On the final step, specify which agent should be scored in cases where multiple agents were involved in a single conversation.
Click "Analyze" to run the evaluation. This process may take several moments depending on the volume of conversations.
Reviewing Evaluation Results
After the evaluation completes, you will see the following layout:
The left panel contains a list of all conversations included in the evaluation.
The middle panel displays the full content of each Intercom conversation, including messages, internal notes, and any recorded events or actions.
The right panel shows the auto QA results. This includes the overall score, breakdowns by scorecard section, first response time, handling time, and suggested improvements with specific examples.
Troubleshooting Tips
If you do not see the Intercom toggle in the Integrations tab, confirm that your Solidroad user role has integration permissions.
If the authorization fails, make sure you are logged into the correct Intercom admin account.
If no conversations appear in your evaluation, review your filters and conditions. Widen the date range or adjust your filters to ensure they match your current Intercom data.
If you need help creating scorecards or customizing your QA process, please contact our support team. We are happy to assist, reach us at [email protected].