Overview
The following questions cover how the tNPS (Wootric) integration with Intercom works and how agents will see it on conversations.
How does it work?
When a customer responds to a tNPS survey in Wootric, the integration automatically syncs the response onto the matching conversation in Intercom. No manual action is needed from agents — if a response comes in for a conversation, it will appear there automatically, usually within 4 hours.
What information gets added to the conversation?
Five conversation attributes are populated automatically:
tNPS Score – the numerical score given by the customer
tNPS Comment – any free-text feedback left with the response
tNPS Survey Type – which survey the response relates to
tNPS Response ID – the unique Wootric response reference
tNPS Response Date – the date and time the customer submitted their response
These can be viewed on the conversation in Intercom under the conversation attributes panel.
Will the customer see any of this?
No. These attributes are internal and visible to agents within Intercom only. Customers do not see any tNPS data added to the conversation.
Why didn't a response show up on the conversation?
The integration matches a Wootric response to an Intercom conversation using the Conversation ID. If that ID wasn't recorded against the end user in Wootric at the time the survey was triggered, there's nothing for the integration to match the response to, so it won't appear on any conversation.
If you believe a response is missing despite the conversation ID being present, check back after a few hours — the integration runs on a schedule rather than instantly, so there can be a delay.
How quickly does a response appear after a customer submits it?
The integration checks for new responses on a schedule that runs every 4 hours, so there can be up to a 4-hour delay between a customer submitting a survey response and it appearing on the conversation.
Does this update the contact or lead record?
No. The integration currently updates conversation attributes only. It doesn't write tNPS data onto the contact or company profile.
What happens if a response can't be synced?
If an update to Intercom fails for any reason, the integration will automatically retry that response on its next scheduled run rather than skipping it, so no response should be permanently lost.
Can the same response be added twice?
No. Each Wootric response has a unique ID, and the integration checks this before processing, so a response will only ever be applied to a conversation once.
Where do I raise an issue with the integration?
If you spot a response that should have synced but hasn't after a reasonable delay, or the data looks incorrect, please raise this with Tom Higgs.