Question 1

Can I write into a collection my application already owns?

Accepted Answer

Yes, and it is the main reason to choose a document destination for this. Updates set only the fields you mapped and nothing else, so fields your own code maintains on the same document are preserved. Point the sync at a customer document and it enriches rather than overwrites, which a table oriented destination makes much harder.

Question 2

Which Intercom objects can I model?

Accepted Answer

Admins, companies, contacts, conversations, conversation parts, tags, teams, tickets, ticket parts and ticket types. Conversation parts and ticket parts hold the individual messages rather than the thread header, which is what you want for response time work.

Question 3

What reads incrementally?

Accepted Answer

Contacts and conversations do an initial load and then refresh on updated at. Tickets and ticket parts do the same after an initial history load. Admins, companies, tags, teams and ticket types are a full API scan on every ETL run, which is acceptable because they are small reference objects.

Question 4

Do deletes reach MongoDB?

Accepted Answer

No, and for two independent reasons. Intercom has no delete or tombstone feed in the connector, and MongoDB destinations have no delete mode at all. So a deleted conversation leaves its document in place, and no configuration option changes that outcome.

Question 5

What does the Intercom connection need?

Accepted Answer

OAuth, and one detail catches people out: Intercom requires an account with read and write permission even though Polytomic is only reading from it. There is no token to paste in hosted Polytomic, you click connect and authorize.

Sync Intercom to MongoDB

Sync Intercom to MongoDB with Polytomic

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Conversations and tickets

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Connect Intercom in Polytomic

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Create a sync between Intercom and MongoDB

Map fields and enable the sync

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