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Record customer requests and feedback from Intercom into Lane

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Overview

Lane’s Intercom integration allows support and customer success teams to capture product feedback directly from Intercom conversations and send it to Lane — without switching tools. Benefits include:
  • Streamlining feedback capture from live support tickets.
  • Tracking Intercom-originated feedback with a clear source tag for filtering and reporting.
  • Linking the original Intercom conversation to the feedback record to close the loop.
Ideal for teams using Intercom for support and Lane for product planning and feedback management.

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Configuration and Setup

To connect your Intercom workspace:
  1. Click on your workspace name in the top-left.
  2. Go to Settings → Integrations → Intercom.
  3. Click Connect and authorize the Intercom workspace via OAuth.
Once connected, the Lane app will be available in your Intercom sidebar.

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Using the Integration

Send Feedback from Intercom to Lane
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  1. In Intercom, open the conversation or ticket that contains product feedback.
  2. In the right-hand sidebar, look for the Lane app card.
  3. Fill in the following fields:
    • Title: A short summary of the feedback.
    • Description: A more detailed description of the request or insight.
  4. Click Record feedback.
Lane will create a Feedback record with:
  • The original Intercom conversation linked to the record.
  • The customer will be auto-linked to the feedback record.
  • Intercom as the source, for filtering and tracking.
  • An internal note automatically posted back in the Intercom thread confirming successful submission.
This workflow ensures customer conversations are captured, shared with product teams, and acknowledged — keeping feedback loops tight and visible.

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Customer Auto-Linking

Whenever a feedback ticket is created from Intercom, Lane automatically checks for a matching customer based on the email domain.
  • If a customer with the same domain already exists in Lane, the ticket is automatically linked to that customer.
  • This ensures each feedback item is tied to the right account, providing clear customer context for the product team.
  • If no matching customer is found, the feedback will still be recorded without a customer link.

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FAQs and Troubleshooting

Q: Can I connect more than one Intercom workspace?
A: No, only one Intercom workspace can be connected per Lane account. Q: Can I submit multiple records from one Intercom ticket?
A: Yes, you can submit more than one feedback record if the conversation contains multiple points. Q: How is the conversation linked to the record?
A: A link to the Intercom ticket is saved within the feedback record in Lane, and a confirmation note is posted back in Intercom. Q: What permissions are required?
A: You’ll need authorization to install apps and access conversation data in Intercom. Q: Can I edit the feedback after it’s submitted to Lane?
A: Yes. Once it’s in Lane, you can update the title, description, tags, and other metadata. Q: What type of record is created when submitting feedback via Intercom?
A: All feedback submitted from Intercom is recorded as Feedback in Lane.