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Connector Improvement: Intercom call data

Answered
Jack McGraw User
  • Edited

Hello!

Our team needs more intercom call data. Specifically, we need to know the duration of each call. This is not included in the `CONVERSATION_PART_HISTORY` data model. Please let us know if we are missing something in the data and if this does indeed exist (or can be extrapolated).

We've taken a careful look at this document: https://docs.google.com/presentation/d/1vzSYd4N2OQ1arREir06aHxl5or6LijGErnQdSzGbl2w/edit#slide=id.g2ebb6b84778_0_0

Thank you so much!

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Comments

4 comments

Date Votes
  • Official comment
    Alison Fivetranner

    Hi Jack,

    Thank you so much for sharing more information about Intercoms Aug 2025 2.14 API release, its excited that we will now be able to add the feature to our backlog for connector improvements.

    I see the value in expanding Intercom call data, particularly around call duration. It always help if you are able to share more about the use case and the specific problem you are trying to address with call data? Additional context will help us better scope these changes.

    Any progress or updates regarding this request will be posted on this thread for the community.

    If you need the call data more quickly then I'd encourage you to try our new Connector SDK offering to build a custom connector to get the call data from the newly available API - it can take as little as a day to get a one endpoint connector up and running.

    Thanks,
    Alison

  • Sadie Martin Fivetranner

    Hi Jack,

    Sadie from the Product team here. Wish we could get you this data, but Intercom doesn't have any API or webhooks topics for voice calls. We've raised this request with them, but I'm sure hearing from you as a customer would also help. We'll keep our eyes out for if/when this is available.

    Best,

    Sadie

  • Caroline Stevens User

    Checking in to see if anything has changed in terms of getting the call data. Thanks!

  • Coby Simmons User

    Intercom now has API endpoints for Calls: docs