# How to Track Closed Intercom Conversation Metrics in Google Sheets — Albato Help Center

Source: https://albato.com/wiki/articles/how-to-track-closed-intercom-conversation-metrics-in-google-sheets

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# How to Track Closed Intercom Conversation Metrics in Google Sheets

Last update:  
28/5/2026 · 5 min read

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IN THIS ARTICLE

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**.

Open the Apps tab and click Add a Connection

Search for **Webhook** and click **Add a Connection** again.

Choose Webhook and add the connection

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**.

Open Intercom Settings

Then choose **Integrations** and after that **Developer Hub**.

Open Integrations and then Developer Hub

Click to add a **new app**.

Click New app in Intercom

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

Name the app and choose the workspace

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

Paste the Albato webhook URL into the Endpoint field

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

Select the conversation.admin.closed topic

Then click **Save**.

Save the Intercom webhook settings

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

Open the webhook connection in Albato

Click Catch a Webhook and wait for data

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**.

Open the Automations tab and add a new automation

Click the **trigger** in step 1.

Select the trigger step

Then select the **Webhook** connection you just created.

Choose the webhook connection

Now click to **add an action**.

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.

Choose the Google Sheets Create/update a row action

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.

Map the spreadsheet columns to the webhook data

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.

Final automation ready to start

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.

## Related articles

-   [Track Intercom Chat Ratings in Google Sheets and Slack](https://albato.com/en/wiki/articles/track-intercom-chat-ratings-google-sheets-slack-alerts)

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