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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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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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Close the loop

Lane can automatically post an internal note back in the original Intercom conversation when the features linked to that feedback reach a configured status. This keeps your support and customer success teams informed — without anyone needing to manually check or follow up.

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How it works

  1. A customer raises feedback via Intercom, and it’s captured as an Insight in Lane.
  2. The Insight is linked to a Feature.
  3. The Feature is pushed to your delivery tool and worked on.
  4. When the Feature status changes to the configured trigger status, Lane posts an internal note in the original Intercom conversation.
Once all Features linked to an Insight reach the trigger status, the Insight is automatically marked as loop closed.

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Set up Close the loop

  1. Go to Settings → Integrations → Intercom.
  2. Enable Close the loop.
  3. Configure the trigger:
    • By status group — trigger when all linked Features reach a status group (e.g., “Done”).
    • By specific status — trigger when all linked Features reach a specific status you choose.
  4. Optionally, enable Reopen conversation to automatically reopen the Intercom conversation when the notification is sent. This is useful if your CS team wants to proactively reach out to customers after a feature ships.
Close the loop only applies to Insights that originated from Intercom and have a linked conversation ID.

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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.