How to Track Closed Intercom Conversation Metrics in Google Sheets

If your team uses Intercom to handle support or sales conversations, you may want to save conversation-level metrics in a shared spreadsheet so your team can review trends, compare outcomes, and share insights more easily. With Albato, you can automatically send data from closed Intercom conversations to Google Sheets every time a conversation is completed.

This setup is useful when you want to keep a structured log of closed conversations outside Intercom and make that data easier to analyze with the rest of your team.

Capture Closed Intercom Conversation Data with a Webhook

Albato does not currently have a native Intercom trigger for closed conversations. To solve that, you can use a webhook.

A webhook is a URL generated by Albato that can receive data from another app when a specific event happens. In this case, Intercom will send conversation data to Albato each time a conversation is closed.

To get started, open Albato and go to the Apps tab, then click Add a Connection.

Search for Webhook and click Add a Connection again.

Define a strategic name for the connection. This name is internal and helps your team identify the webhook later when you use it in automations.

After you continue, Albato will generate a webhook URL. Copy it, because you will paste it into Intercom in the next steps.

Configure Intercom to Send Closed Conversation Data

After logging in to Intercom, click Settings.

Then choose Integrations and after that Developer Hub.

Click to add a new app.

Give the app an internal name and select the desired Workspace. In other words, choose which Intercom inbox this app should be connected to.

Now click Webhooks in the menu on the right and paste the webhook URL you generated in Albato into the Endpoint field.

In Topics, select the event conversation.admin.closed.

Then click Save.

Go back to Albato, open the Apps tab, click Catch a Webhook, and keep this tab open.

In a new tab, go back to Intercom and close any conversation. Albato will receive the sample payload and identify the closed conversation correctly.

At this point, the webhook setup is complete.

Now return to the Apps tab and also connect Google Sheets. If you need help with that step, see our guide on connecting Google Sheets to Albato.

Save Closed Conversation Data to Google Sheets

Now that the required apps are connected, you can build the automation itself.

Go to the Automations tab and click Add new automation.

Click the trigger in step 1.

Then select the Webhook connection you just created.

Now click to add an action.

Select the Google Sheets action Create/update a row in the spreadsheet where you want to store your Intercom data.

After clicking Save, map the Google Sheets columns to the values coming from the Intercom webhook. In practice, this means deciding which Intercom field should be saved in each spreadsheet column.

When you finish, click Save again. Your automation will be ready to activate and use, ensuring that data from closed Intercom conversations is saved in your spreadsheet automatically.

If needed, you can expand this setup further by adding more steps, such as Gmail notifications when a conversation is closed or any other integration from the more than 1000 apps available in Albato.