Automate Intercom & Smartsheet

Stop paying for mismatched spreadsheets. Sync data between Intercom and Smartsheet in real-time, so you can manage your operations without the busywork.

Get This Workflow Built

Custom API Integration

Secure Data Transfer

Done-For-You Setup

How the Data Flows

graph LR
    subgraph Source ["Intercom"]
        T1(["Contact Replied"])
    end
    
    subgraph Middleware ["Enterprise Integration Core"]
        W[CRON API
Poller] --> V{Validation
& Auth}
        V -->|Fail| DLQ[Dead Letter
Queue]
        V -->|Pass| Map[Data Mapping
& Transformation]
        Map --> Retry[Rate Limiting
& Retries]
    end
    
    subgraph Target ["Smartsheet"]
        A1(["Add Attachment to Row"])
    end

    T1 -->|JSON Payload| W
    Retry -->|Authenticated API POST| A1

    style Source fill:transparent,stroke:#cbd5e1,stroke-dasharray: 5 5
    style Target fill:transparent,stroke:#cbd5e1,stroke-dasharray: 5 5
    style Middleware fill:#f8fafc,stroke:#94a3b8,stroke-width:2px
    style T1 fill:#3b82f6,stroke:#fff,stroke-width:2px,color:#fff
    style W fill:#1f2937,stroke:#fff,stroke-width:1px,color:#fff
    style V fill:#1f2937,stroke:#fff,stroke-width:1px,color:#fff
    style Map fill:#1f2937,stroke:#fff,stroke-width:1px,color:#fff
    style Retry fill:#1f2937,stroke:#fff,stroke-width:1px,color:#fff
    style DLQ fill:#ef4444,stroke:#fff,stroke-width:1px,color:#fff
    style A1 fill:#e11d48,stroke:#fff,stroke-width:2px,color:#fff

When Intercom and Smartsheet operate independently, customer support teams face significant challenges in tracking issue resolution. For instance, when a customer submits a ticket in Intercom, the support agent must manually log the ticket details into Smartsheet, leading to potential data loss such as missing timestamps or customer feedback. This manual entry process consumes valuable time, preventing agents from focusing on resolving customer issues efficiently, while project managers lack real-time visibility into support workload and customer needs.

Top Ways to Automate Intercom & Smartsheet

Automated Ticket Creation: Instantly convert Intercom customer inquiries into actionable tasks in Smartsheet, ensuring no customer request goes unanswered and improving response times.
Real-Time Status Updates: Automatically sync project updates from Smartsheet to Intercom, allowing support teams to provide customers with accurate information about their requests without manual checks.
Enhanced Reporting: Generate comprehensive reports that combine customer interaction data from Intercom with project progress in Smartsheet, enabling data-driven decision-making and strategic planning.

How to Build the Intercom → Smartsheet Sync

In Intercom, navigate to the 'Webhooks' settings and create a new webhook that listens for the 'New Conversation' event.
Set the webhook URL to your endpoint that will handle incoming data, e.g., https://yourserver.com/intercom-webhook.
In your webhook handler, extract the relevant payload data such as conversation.id, conversation.created_at, and conversation.customer.id.
Use the Smartsheet REST API to insert a new row into your project sheet. Make a POST request to https://api.smartsheet.com/2.0/sheets/{sheetId}/rows.
In the POST request body, map the extracted Intercom data to the appropriate Smartsheet columns, ensuring to include fields like conversation.id and customer.id as well as any other relevant information.
Test the integration by creating a new conversation in Intercom and verifying that a new row appears in Smartsheet with the correct data.

Developer Warnings & API Gotchas

Ensure that the data types in the payload from Intercom match the expected types in Smartsheet; for example, a timestamp should be formatted correctly to avoid errors during insertion.
Be cautious with the mapping of customer IDs, as discrepancies in formatting (e.g., leading zeros) can lead to duplicate entries or failed lookups in Smartsheet.
When handling multiple conversations in quick succession, implement a queuing mechanism to prevent data collisions in Smartsheet, as simultaneous API calls may result in race conditions.

Supported API Operations

We leverage official, stable endpoints to ensure secure data transfer. No deprecated legacy routes.

When this happens in Intercom... Contact Replied

Do this in Smartsheet Add Attachment to Row
When this happens in Intercom... Fetch Custom Actions

Do this in Smartsheet Add Discussion to Row
When this happens in Intercom... Lead Added Email

Do this in Smartsheet Add Row to Sheet
When this happens in Intercom... Lead Added Email (Legacy)

Do this in Smartsheet Copy Folder
When this happens in Intercom... Lead Converted to User

Do this in Smartsheet Copy Row

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I can see you're looking at mapping Intercom to Smartsheet. Tell me about your current setup—what's the specific bottleneck you're trying to automate right now?