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Overview

Intercom is where your support and customer success teams hear what customers need, and most of it never reaches the product team. Lane’s integration brings that feedback into Lane, tied to the right customer, without anyone retyping it, and lets support know in the same conversation when the work ships.

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Connect

  1. Go to Settings → Integrations → Intercom.
  2. Choose Connect and authorize your Intercom workspace.
Once connected, the Lane app is available in your Intercom conversation sidebar. On Starter, Intercom counts as your workspace’s one feedback source; see Billing.

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Bringing feedback in

Feedback reaches Lane in two ways: automatically, where Lane reads your closed conversations, or manually, from the Lane app in a conversation. Both can run together.

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Automatically

Turn on Auto capture feedback and Lane analyzes every conversation once it’s closed, so it sees the whole exchange rather than a half-finished thread. An AI filter keeps only genuine product feedback; routine support conversations are skipped. A conversation is never captured twice. To bring in history as well, use Import past conversations and choose a period. Lane emails you when the import is done.

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Manually

To record a specific conversation yourself:
  1. In Intercom, open the conversation with the product feedback.
  2. In the right-hand sidebar, find the Record Feedback in Lane card.
  3. Fill in the Title and Description.
  4. Choose Record feedback.
Lane creates a Feedback item linked to the conversation, and posts an internal note in the conversation confirming it was recorded. You can record more than one item from a conversation that raises several points.

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Customer auto-linking

However feedback comes in, Lane matches it to a customer by the person’s email and their company’s domain. If a matching account exists, the feedback is linked to it automatically; if not, it’s still recorded, just without a customer.

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Close the loop

When the work ships, Lane posts an internal note in the original Intercom conversation, so your support team knows without checking or chasing. It fires when a Signal that the feedback belongs to is moved to Closed, once every Signal that feedback belongs to is closed. See Closing the loop. To set it up, go to Settings → Integrations → Intercom and, under Close the loop, turn on Post internal note in Intercom. Turn on Re-open conversation too if your team wants the conversation back in their inbox to reach out proactively. Close the loop is available on Pro.
Close the loop applies to feedback that came from Intercom and is still linked to its conversation.

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FAQs

Q: What’s the difference between automatic and manual capture?
A: Automatic capture reads every closed conversation and keeps the real product feedback. Manual capture records a specific conversation from the Lane card in Intercom. Manual capture is always available, whether or not automatic capture is on. Q: Does automatic capture record every conversation?
A: No. Each conversation goes through an AI filter, so only genuine product feedback becomes a record. Q: Can I record several items from one conversation?
A: Yes, if the conversation raises several distinct points. Q: Can I edit feedback after it’s in Lane?
A: Yes. Update the title, description, customer, tags and other fields. Q: Can I connect more than one Intercom workspace?
A: No. One Intercom workspace per Lane workspace.