monday in the Inbox
Contents
- Installation
- Usage
- Create a new monday.com task
- Link an existing monday.com task
- Unlinking a task
- Commenting on a task
- Receiving status updates
- Select attributes to send to monday
- Changing monday user
- Changing Intercom user
- Pricing
Installation
Installation from Intercom
1. Visit the Intercom app store and install the monday in the Inbox app
As part of the intstall flow you will be asked to authorize the app to access your Intercom and monday.com accounts. We only ask for permissions strictly needed for the app functionality.
ℹ️ We recommend creating a dedicated monday user and Intercom user for the app and install it using this user. This will give various benefits, including:
- monday.com tasks created via the app will have a generic author.
- You can give the appropriate permissions to these users.
- Notes posted in Intercom will have a generic author and will appear as new notes for you
2. First you will be asked to authorize the app’s access to your Intercom account:
3. After clicking “Authorize” you will be redirected to monday.com and asked to install the Intercom integration in your monday.com workspaces. Ensure the correct workspace is selected in the top right of the window:
4. After clicking “Install” you will be redirected to your monday.com account, where you should see that the Intercom Integration app is installed on your account:
5. Go back to your Intercom Inbox and while looking at a conversation, add monday.com in the Inbox to the sidebar by clicking “Edit apps” and selecting the pin next to the app’s name:
6. Expand monday.com in the Inbox in the sidebar and click the link to authorize the app to access your monday.com account:
7. You will be shown monday.com’s authorization screen. Click “Authorize”:
8. You will be taken back to your Intercom Inbox. Select a conversation and you should now be able to create monday.com tasks right from the sidebar:
If you have any issues with the above, please contact us at: support@thackd.com
Installation from monday.com
1. Visit the monday.com marketplace and install the Intercom app
As part of the intstall flow you will be asked to authorize the app to access your Intercom and monday.com accounts. We only ask for permissions strictly needed for the app functionality.
ℹ️ We recommend creating a dedicated monday user and Intercom user for the app and install it using this user. This will give various benefits, including:
- monday.com tasks created via the app will have a generic author.
- You can give the appropriate permissions to these users.
- Notes posted in Intercom will have a generic author and will appear as new notes for you
2. First you will be asked to confirm the installation in your monday workspaces:
3. Next you will be asked to select a workspace and board to add the app to. You can add to more boards by visiting the app listing in the marketplace and clicking "Use App".
4. Go to a task on the board you added the app to and click the "Intercom" tab. If you do not see the tab, click the '+' icon and search for "Intercom" to add it.
5. Click the "Authorize Intercom access" button. You will be asked to authorize the app to access your Intercom account. If you do not see the button, your account is already authorized.
6. After clicking “Authorize” you will be asked to authorize Intercom to access your monday.com workspace. Ensure the correct team is selected in the top right and click "Authorize"
7. Go back to your Intercom Inbox and while looking at a conversation, add monday.com in the Inbox to the sidebar by clicking “Edit apps” and selecting the pin next to the app’s name:
You're done! You can expand the monday.com in the Inbox in the sidebar and create and link tasks.
Usage
The app gives you 2 main options when viewing a conversation in Intercom:
You can also unlink tasks and comment on tasks that you have created or linked from the conversation.
1. Create a new monday task
This will create a new task on the specified project in monday and link the Intercom conversation and task. It will also post a link to the task in a note on the Intercom conversation and a link to the Intercom conversation on the monday task.
Additionally, if you install the monday.com companion app, any notes posted on the monday task or changes in its status will be posted as notes on the Intercom conversation.
1. Select “Create a new task”:
2. Search for the monday board you wish to create the new task in by entering ID or the full or partial board name into the text box and clicking the button:
ℹ️ If you have lot of boards (>100) in your monday.com workspace or if the search by name is taking a long time, we recommend searching by ID. You can find the board ID in the URL when you are viewing the board in monday.com.
For example, in the URL: https://your-team.monday.com/boards/123456789 the ID is 123456789
Once you have used a board once, it will appear under "Recently used boards" when you create your next task.
3. Select the board from the list of results:
4. If relevant, select a group within the board to create the task in
5. Specify a name and description for your task. Finally, click “Create monday task”:
6. A task will be created in the linked monday account and a note is added to the Intercom conversation with a link to the task. The note is not visible to the customer.
The next time you visit the conversation you will also see a link to the task in the sidebar under “Linked tasks”:
In the task updates in monday will be the description you entered plus the user who created it, information about the user and company associated with the conversation the task was created from and the conversation attributes:
2. Link an existing monday task
ℹ️ This feature is only available with a paid subscription. See pricing for more information.
This will link the Intercom conversation you are looking at to an existing monday task, post a link to the task in a note on the Intercom conversation and a link to, and details of, the Intercom conversation on the monday task.
Additionally, any updates posted on the monday task or changes in its status will be posted as notes on the Intercom conversation. You will also be able to post comments on the monday task from the Intercom conversation.
1. Select “Link an existing task”:
2. Search for a board by full or partial name e.g. “user feedback board”:
3. Search for a task by full or partial name e.g. “user creation bug”:
and select it from the results:
4. The task and conversation are now linked.
The next time you visit the conversation the task name will be listed under “Linked tasks” in the monday in the Inbox sidebar app.
Linked tasks are shown on the conversation in the right panel. You may need to refresh the conversation before it appears.
Unlinking a task
The links between an Intercom conversation and a monday task can be removed if you no longer want updates on the monday task to be posted to the Intercom conversation.
1. Go to the relevant conversation in the Intercom Inbox
2. In the monday in the Inbox sidebar app, find the task you want to unlink in the “Linked tasks” list and click it
3. Click "Unlink" in the task view:
4. A confirmation screen is shown. You may need to refresh the Intercom conversation for the linked task to disappear from the “Linked tasks” list.
Commenting on a task
You can post comments on a monday task from the Intercom conversation. This avoids your agents needing to access monday to reply to questions on the monday task or to add further information to the task.
1. Go to the relevant conversation in the Intercom Inbox
2. In the monday in the Inbox sidebar app, find the task you want to comment on in the “Linked tasks” list and click it
3. Click "Comment" in the task view:
4. Enter your comment and click "Post comment"
The comment will be posted to the monday task including the details of the Intercom user who posted it:
Receiving status updates
For paid users, status updates on monday tasks will be posted as notes on the linked Intercom conversations so your agents can track the status of an issue live in the conversation.
If you are using the default Status column in monday, this should happen automatically. If you have created a new Status column on your board, or you find you are not receiving status updates, please follow the steps below:
1. Go to the monday.com board which contains tasks you are linking to Intercom conversations
2. Click on "Automate" in the top right of the board
3. You should see 2 automations that look like the below (there may be more, but these are the 2 our app created on install):
If you don not see them, uninstall and reinstall the app.
4. Click on the automation that says "When a status changes to something, send a webhook". If this automation is turned off, turn it on.
5. You should see something like the below. Click on where it says "a status" and select the name of the status column you want updates to be posted for (likely "Status")
That's it. Your status updates will now sync to Intercom conversations. Please contact us if you are having issues.
Select attributes to send to monday
This feature is reserved for paid members and those on a free trial.
When you create a task using our app, you have the option to include attributes from Intercom. By default we include the name and email of the Intercom admin who created the task, but you can also choose to include any Intercom or custom attribute from the conversation, contact, company or ticket involved in the conversation.
1. In the monday.com in the Inbox sidebar app in Intercom, click "Settings"
2. Click "Attribute editor"
2. This will load a view of all the available attributes you can send to Asana. This list includes contact, company, conversation and ticket attributes and both Intercom standard and your custom attributes. Simply select the attributes you want to include on Asana tasks and click "Save".
ℹ️ NOTE: If you don't see Ticket attributes in the list, please re-authorize our app in Intercom by clicking here: https://thackd.com/api/intercom_asana_install. This will add the tickets permissions for our app and make the Ticket attributes visible.
3. Once you save your list, the attributes will automatically be included in any new monday tasks you create from Intercom:
Changing monday user
You may want to change the monday user the app uses to create tasks to use a more generic user or one with different permissions. To do so:
1. Ensure you are logged in to monday with the user you want to use for the app
2. In the Intercom sidebar app, go to the “Settings” menu.
3. In Settings, click “Reauthorize monday.com access” and follow the prompts ensuring the correct monday user and workspace are selected.
Changing Intercom user
You may want to change the Intercom user the app uses to create tasks to use a more generic user, to be notified of new notes on conversations, or to use one with different permissions. To do so:
1. While logged in as the Intercom user that installed the app, go to the Intercom App Store
2. Find the monday in the Inbox App and select it
3. Click “Uninstall”
4. Log in to Intercom as the new user
5. Go back to the Intercom App Store and reinstall monday in the Inbox
Pricing
The monday in the Inbox app is currently free to use, but the features below require a paid subscription:
- Linking conversations to tasks
- Comments on monday.com tasks updates the Intercom conversation
- Task status changes updates the Intercom conversation
These features can be enabled by installing the monday.com companion app.
Pricing is based on the number of monday.com seats. Detailed pricing information is available here.