Intercom NPS Survey: How to Send NPS Surveys with Elvan & Intercom

Many companies use Intercom to communicate with customers through chat, email, and in-app messaging.

It’s also a natural place to collect customer feedback.

One of the most widely used metrics for this is Net Promoter Score (NPS), a simple way to measure customer loyalty and satisfaction.

This guide explains how to send an NPS survey if you are using Intercom, how teams typically run NPS campaigns inside Intercom, and how to collect and analyze responses using Elvan.

Does Intercom Support NPS Surveys?

Yes. Intercom allows teams to send surveys through:

• In-app messages
• Email campaigns
• Chat conversations

These messages can include rating questions similar to NPS.

However, many teams extend Intercom surveys when they want:

• Better reporting on NPS trends
• More flexible survey design
• Analysis of written feedback
• A central dashboard for customer feedback

This is where dedicated survey tools are often used alongside Intercom.

How Intercom NPS Surveys Typically Work

Most teams running NPS with Intercom follow a similar workflow:

1. A user reaches a milestone (for example, onboarding completion or 30 days after signup)
2. Intercom sends an NPS message
3. The user selects a score from 0 to 10
4. The response is recorded and analyzed

Intercom campaigns make it easy to trigger surveys based on user behavior or lifecycle events.

To improve response rates, many teams embed the NPS rating directly inside the message.

Using Elvan to Run NPS Surveys with Intercom

Elvan acts as the survey and analytics layer alongside Intercom.

Intercom continues to manage:

• Customer messaging
• User segmentation
• Campaign automation

Elvan handles:

• Survey creation
• Response collection
• NPS scoring
• Feedback analysis

This allows teams to continue using Intercom for communication while centralizing feedback analysis in Elvan.

How to Send an NPS Survey Through Intercom

Step 1: Create an NPS Survey in Elvan

Inside Elvan:

1. Create a new project
2. Select NPS survey
3. Configure the 0–10 rating scale
4. Add an optional follow-up question
5. Publish the survey

Once published, Elvan generates an embed snippet.

Step 2: Copy the Survey Embed Code

In Elvan:

Go to Collect → Inline Embed

Copy the HTML embed code for the survey.

This snippet renders the NPS rating scale inside emails or messages.

Step 3: Add the Survey to an Intercom Message

In Intercom:

1. Create a new email campaign or in-app message
2. Add a custom HTML block
3. Paste the Elvan embed code

You can pass Intercom user attributes so responses are associated with the correct user.

Example:

email: {{email}}name: {{name}}

Step 4: Trigger the Survey Automatically

Intercom campaigns allow you to trigger surveys based on lifecycle events.

Common examples include:

• 30 days after signup
• After onboarding is completed
• After a customer milestone is reached
• Following a support interaction

The workflow becomes:

1. User reaches trigger event
2. Intercom sends the NPS message
3. The customer selects a score
4. Elvan records the response

Why Teams Extend Intercom NPS Surveys

While Intercom can send simple survey messages, many teams use a dedicated survey platform to improve how feedback is analyzed.

AI-Powered Feedback Insights

Elvan analyzes responses to identify:

• Recurring issues
• Trends in customer sentiment
• Positive feedback themes

This makes it easier to understand why scores change over time.

Centralized Feedback Across Channels

Customer feedback often comes from multiple sources, including:

• Intercom messages
• Product experiences
• Email campaigns
• Customer success interactions

Elvan consolidates these responses into one dashboard.

Multiple Survey Types

In addition to NPS, teams often collect:

• CSAT (customer satisfaction)
• CES (customer effort score)
• Product feedback surveys

All feedback can be analyzed together.

Final Thoughts

Intercom works well for sending lifecycle messages and triggering customer surveys.

By combining Intercom campaigns with Elvan surveys, teams can:

• Send NPS surveys at the right moment
• Collect structured customer feedback
• Analyze trends across their customer base

This allows teams to use Intercom for communication while managing feedback insights in one place.