Request for Adding Metadata to Intercom Conversations | Dust Community

Request for Adding Metadata to Intercom Conversations

Hey Dust team 👋 Is there any way to include metadata of conversations in the conversations fetched from Intercom? I want to see the CompanyID and Plan of the users who are in the conversation.

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21 comments

Bahadir Efeoglu
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Remi I am new in the community and I already love the helpful vibe here! I don't want to spam the channel by bumping my request. What's the best way to get help on this? I want to prove a use case internally before our trial runs out.
Remi
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Thanks Bahadir Efeoglu 🙏 I shared your question internally with the team. Alban hasn't had a chance to look into it yet. He will shortly.
Bahadir Efeoglu
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Thank you guys 🙏
Alban
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Hello, what do you mean by CompanyID and Plan ?
Bahadir Efeoglu
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These are the attributes of a company and conversation in Intercom. That's how we identify who we are talking to. https://developers.intercom.com/docs/references/rest-api/api.intercom.io/data-attributes/createdataattribute https://www.intercom.com/help/en/articles/179-create-and-track-custom-data-attributes-cdas
Bahadir Efeoglu
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Alban Did you get a chance to check? I want to introduce Dust to our team this week if I can find a way to make this work.
Alban
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Hi hi, checking1

Alban

This seems to be what we are currently syncing:

export type IntercomConversationType = {
  type: "conversation";
  id: string;
  created_at: number;
  updated_at: number;
  title: string | null;
  admin_assignee_id: number | null;
  team_assignee_id: number | null; // it says string in the API doc but it's actually a number
  open: boolean;
  tags: {
    type: "tag.list";
    tags: IntercomTagType[];
  };
  custom_attributes: {
    [key: string]: unknown; // string | number | boolean | custom intercom object
  };
  source: {
    type: string;
    id: number;
    delivered_as: string;
    subject: string;
    body: string;
    author: IntercomAuthor;
  };
};

Alban
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What you showed me are custom attributes?
Bahadir Efeoglu
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Looking at this, I'd actually expect it to be synced with
custom_attributes: { [key: string]: unknown; // string | number | boolean | custom intercom object };
Bahadir Efeoglu
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Company ID is a default attribute, not custom
Alban
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Then yes we should have them

Alban

This is the content of the conversation that we store:

  markdown += `# ${convoTitle}\n\n`;
  markdown += `**TAGS: ${tagsAsString ?? "no tags"}**\n`;
  markdown += `**SOURCE: ${source || "unknown"}**\n`;
  markdown += `**CUSTOM ATTRIBUTES: ${JSON.stringify(customAttributes)}**\n\n`;
  markdown += `**[Message] ${firstMessageAuthor.name} (${firstMessageAuthor.type})**\n`;
  markdown += `${firstMessageContent}\n\n`;

Bahadir Efeoglu
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I guess I understand why we are not seeing what I showed in the screenshot. I checked the raw file synced to Dust and it shows:
**CUSTOM ATTRIBUTES: {"Auto-translated":false,"Copilot used":false,"Language":"English","AI Tone of Voice":"Neutral","AI Answer Length":"Concise","AI Pronoun Formality":"Let Fin decide","Fin AI Agent resolution state":"Assumed Resolution","Type":"Onboarding assistance","Review asked?":false,"Any help article ideas from this conversation? Write "No" if nothing applicable.":"-"}**
So it actually syncs the custom attributes of the conversation correctly. However, the company related information is not stored on conversations in Intercom. They are stored on the company which is associated with the conversation.
Bahadir Efeoglu
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In order to get those, we should also fetch the linked company records. only then we can get Company ID, Plan and other custom attributes linked to the company
Alban
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Ok, we'll have to take a look then! Adding Stephen (Dust) to the conversation that will take a look at it 🙂
Alban
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This will require some work on our side
Bahadir Efeoglu
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Yeah, I can imagine. However, the upside is very valuable because conversations without contact details is too isolated to work on
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Bahadir Efeoglu
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I appreciate your help
Alban
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Thanks for the feedback!\
Bahadir Efeoglu
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We cancelled our subscription for now since we couldn't get the what we wanted but happy to be back when you have an update.