Support
Intercom
Customer messaging platform for support, onboarding, and proactive engagement across web, mobile, and email. Roiva syncs monthly conversation metrics so you can measure the impact of AI on resolution rates, response times, and customer satisfaction.
What gets synced
Roiva writes these metric observations on each sync. Reference the key in a value formula to use this data in your ROI calculations.
Conversations
intercom.conversations.volume
Conversation Volume
count
intercom.conversations.closed_count
Closed Conversations
count
intercom.conversations.avg_first_response_hours
Avg First Response Time (hours)
duration
intercom.conversations.avg_close_time_hours
Avg Close Time (hours)
duration
intercom.conversations.avg_csat_rating
Avg CSAT Rating (1–5)
score
Common use cases
- Track conversation resolution rates with AI bots vs. human agents
- Measure time-to-first-response improvements from AI automation
- Monitor CSAT ratings before and after AI-assisted support rollouts
How to connect
- In Roiva: Connect via OAuth — you will be redirected to Intercom to authorize
- Back in Roiva: After connecting, link this connection to an initiative on the Initiatives tab
Tips for capturing value
- Tag conversations handled by AI bots to separate them from human-handled ones in your filters
- Resolution rate and CSAT are the strongest ROI signals for AI-assisted support
- Intercom access tokens are permanent — no need to re-authorize unless you revoke access
Intercom
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