Intercom to Looker

This page provides you with instructions on how to extract data from Intercom and analyze it in Looker. (If the mechanics of extracting data from Intercom seem too complex or difficult to maintain, check out Stitch, which can do all the heavy lifting for you in just a few clicks.)

What is Intercom?

Intercom is a powerful platform for communicating with customers and leads. It provides customer messaging apps for a variety of uses, from targeted messaging to customer support. It offers tracking, filtering, and segmentation functionality on all the data it collects to allow users to analyze interactions to derive business insights.

What is Looker?

Looker is a powerful, modern business intelligence platform that has become the new standard for how modern enterprises analyze their data. From large corporations to agile startups, savvy companies can leverage Looker's analysis capabilities to monitor the health of their businesses and make more data-driven decisions.

Looker is differentiated from other BI and analysis platforms for a number of reasons. Most notable is the use of LookML, a proprietary language for describing dimensions, aggregates, calculations, and data relationships in a SQL database. LookML enables organizations to abstract the query logic behind their analyses from the content of their reports, making their analytics easy to manage, evolve, and scale.

Getting data out of Intercom

You get data out of Intercom using the Intercom API, which offers access to endpoints that can provide information on users, tags, segments, conversations, and more. For example, to get data about a conversation, you could call GET /conversations/[id].

Sample Intercom data

The Intercom API returns JSON data. Here's the kind of response you might see when querying for the details of a conversation:

{
  "type": "conversation",
  "id": "147",
  "created_at": 1400850973,
  "updated_at": 1400857494,
  "conversation_message": {
    "type": "conversation_message",
    "subject": "",
    "body": "

Hi Alice,

\n\n

We noticed you using our product. Do you have any questions?

\n

- Virdiana

", "author": { "type": "admin", "id": "25" }, "attachments": [ { "name": "signature", "url": "http://example.org/signature.jpg" } ] }, "user": { "type": "user", "id": "536e564f316c83104c000020" }, "assignee": { "type": "admin", "id": "25" }, "open": true, "read": true, "conversation_parts": { "type": "conversation_part.list", "conversation_parts": [ //... List of conversation parts ] }, "tags": { "type": 'tag.list', "tags": [] } } }

Preparing Intercom data

Once you've figured out what you want to pull down and how to pull it, you need to map the data that comes out of each Intercom API endpoint into a schema that can be inserted into your database.

This means that for each value in the response, you need to identify a predefined datatype (i.e. INTEGER, DATETIME, etc.) and build a table that can receive them. The Intercom API documentation can give you a good sense of what fields will be provided by each endpoint, along with their corresponding datatypes.

Complicating things is the fact that these records are not always "flat" – in other words, there may be values that are actually lists. This complicates things because it means you'll most likely to create additional tables to be able to capture the unpredictable cardinality in each record. (The "tags" value in the data above is an example of this.)

Loading data into Looker

To perform its analyses, Looker connects to your company's database or data warehouse, where the data you want to analyze is stored. Some popular data warehouses include Amazon Redshift, Google BigQuery, and Snowflake.

Looker's documentation offers instructions on how to configure and connect your data warehouse. In most cases, it's simply a matter of creating and copying access credentials, which may include a username, password, and server information. You can then move data from your various data sources into your data warehouse for Looker to use.

Analyzing data in Looker

Once your data warehouse is connected to Looker, you can build constructs known as explores, each of which is a SQL view containing a specific set of data for analysis. An example might be "orders" or "customers."

Once you've selected any given explore, you can filter data based on any column available in the view, group data based on certain fields in the view (known as dimensions), calculate outputs such as sums and counts (known as measures), and pick a visualization type such as a bar chart, pie chart, map, or bubble chart.

Beyond this simple use case, Looker offers a broad universe of functionality that allows you to conduct analyses and share them with your organization. You can get started with this walkthrough in Looker's documentation.

Keeping Intercom data up to date

At this point you've coded up a script or written a program to get the data you want and successfully moved it into your data warehouse. But how will you load new or updated data? It's not a good idea to replicate all of your data each time you have updated records. That process would be painfully slow and resource-intensive.

Instead, identify key fields that your script can use to bookmark its progression through the data and use to pick up where it left off as it looks for updated data. Auto-incrementing fields such as updated_at or created_at work best for this. When you've built in this functionality, you can set up your script as a cron job or continuous loop to get new data as it appears in Intercom.

And remember, as with any code, once you write it, you have to maintain it. If Intercom modifies its API, or the API sends a field with a datatype your code doesn't recognize, you may have to modify the script. If your users want slightly different information, you definitely will have to.

From Intercom to your data warehouse: An easier solution

As mentioned earlier, the best practice for analyzing Intercom data in Looker is to store that data inside a data warehousing platform alongside data from your other databases and third-party sources. You can find instructions for doing these extractions for leading warehouses on our sister sites Intercom to Redshift, Intercom to BigQuery, and Intercom to Snowflake.

Easier yet, however, is using a solution that does all that work for you. Products like Stitch were built to solve this problem automatically. With just a few clicks, Stitch starts extracting your Intercom data via the API, structuring it in a way that is optimized for analysis, and inserting that data into a data warehouse that can be easily accessed and analyzed by Looker.