Intercom and Zendesk

Connect Intercom or Zendesk so your support team sees what each person watched, right where they answer them.

Intercom

1. In Intercom, create an app in the Developer Hub and copy its access token. It needs to read and write contacts, events, tags and data attributes.
2. In Pellio, go to Settings → Integrations → Intercom, choose your region (US, EU or Australia), paste the token and choose Connect.

• Leads from your video forms create or update the contact (new people become Intercom leads) with a pellio-lead-captured event.
• For people who are already contacts, Pellio keeps their last video, progress and videos completed up to date, and adds pellio-video-started, -progress and -completed events to their activity.
• With lead scoring, their engagement score is added too, and hot leads get the tag Pellio: hot lead.

Zendesk

1. In Zendesk Admin Center, go to Apps and integrations → APIs → Zendesk API and add an API token.
2. In Pellio, go to Settings → Integrations → Zendesk, enter your subdomain (the part before .zendesk.com), an admin’s email and the token, and choose Connect.

• Leads from your video forms create or update the user, with the video they filled the form in on.
• For existing users, Pellio keeps user fields up to date: last video, progress, videos completed and engagement score. Hot leads get the tag pellio_hot_lead.

Pellio creates its fields the first time it needs them. Watching a video never creates a contact or user on its own: only a form does.