In this guide, we’ll cover the basics of building an Intercom dashboard to monitor live metrics, boost motivation within your team, and keep everyone in the loop. We’ll also cover advanced features such as Interactive view, which allows you to drill down into your data, notifications, and more.
Get connected
To begin, we’ll start by connecting Intercom to import your data with these steps:
Click the + Add widget button on your dashboard.
Search for Intercom and select it.
Choose the Start from scratch option or select a pre-built widget.
Follow the prompts to create the connection.
Now that you’ve connected, we’ll start importing your data. Depending on the volume of data, this may take some time to complete.
Now that you’ve connected, we’ll start importing your data. Depending on the volume of data, this may take some time to complete.
Create your first widget
With your account connected, you can start configuring your widgets:
Hover over the top right of your widget, click the ellipsis, then click Edit.
In the panel that opens, select the metric you wish to display.
We’ll pick Conversation rating as an example.
From the Visualization field, select the option that works best for your data.
We’ll switch to the Gauge.
In the Time field, select your preferred time period.
Open the Filter field and select a filter to start narrowing the scope of your data.
We’ll select Team is from the dropdown, then select the teams we want to show data for, set the operator to is, and then click Apply.
Next, click Add status indicators to set visual warning and success indicators.
We’ll set the Display field to Success, when the metric is 95 and above, then click Save.
Click + Add status indicator again and fill in the Warning value, then click Save.
Click + Add Slack notification and connect to Slack if you’d like to be notified when the threshold criteria are met.
Select the channel you want the notification to post to, then click Close.
Add a title to the top of your widget.
Click Save to add the widget to your dashboard.
Expand your dashboard
Duplicate widgets to quickly build additional widgets
Now that your first widget is built, continue adding more widgets for the same data source quickly with the Duplicate feature:
Find the widget you want to copy, hover the top right of it, click the ellipsis, then click Duplicate.
We’ll copy the CSAT widget we just built to quickly create something else.
On the new copy that appears, hover over the top right of your widget, click the ellipsis, then click Edit.
Make any necessary changes to the configuration.
In this example, we’ll open the Display field and switch to First response time, then set the visualization to Number.
Next, we’ll add a Goal that aims to move downward: add 10 minutes, then enter the value we’re starting from (e.g. 1 hour and 30 minutes), then click Apply.
Hover below the numbers and add a label to the widget.
Click Save.
Repeat this process for any other widgets that you’d like to create or add a new widget and select from the pre-built widget options.
Arrange the layout of your widgets
To change the layout of widgets on the dashboard, we can move and resize widgets or group them together to make the relationship between data clearer.
Move widgets with drag-and-drop, and as you do, a box will appear indicating where you can drop the widget.
Resize widgets by hovering, then clicking and dragging one of the sides to change the height or width.
Group widgets by dragging and dropping a widget onto another to create a group.
Learn more about designing your dashboard layout.
Explore advanced features
Compare metrics on the same visualization
The Compare metric feature allows you to add multiple metrics to a single chart to showcase the relationship between metrics and surface trends. Some common metric combinations include First response time vs. Time to close and New inbound conversations vs. First closed conversations.
Compare against data from previous periods
On Number and Line chart visualizations, you can compare the current period to the previous period and display the change as an exact value or percentage. This may be useful if you want to compare Today to the Same day last week or Yesterday.
Bucket your data with Split by
With the Split by functionality on line and column charts, you can break data out into groups of your choice. This could be useful if you have multiple teams and want to segment data by team to better understand their performance.
Use Interactive view to investigate the data behind your widgets
Drill down and access the source data using Interactive view to see what’s driving your metrics. Quickly review the root cause behind changes in your data so you can take action.
Next steps
Invite users to build or view dashboards.
Share your dashboard with sharing links or Snapshots for email or Slack.
Use Send to TV to pair a display to Geckoboard and show your dashboard.