Intercom Client Data Synchronization with Ruh Care Platform

Release Date: 12th December 2025
Version: 1.2
Status: Live in Production under Ruh Care Inc. and Ruh Corp. Suborgs

🎯 Executive Summary

We've implemented automated client data synchronization from the Ruh Care platform to Intercom. This integration enables Client Care team to access comprehensive client information directly within Intercom, eliminating the need to switch between systems and improving response times and service quality.

✨ What's New

Automated Client Attribute Updates

Client data is now synchronized from the Ruh Care platform to Intercom, providing Client Care team with real-time access to:

📋 Client Profile Information - ID, name, contact details, and account status
👥 Care Team Details - Primary therapist and all care team members
💰 Billing Information - Outstanding invoices and payment method status
📅 Appointment History - Past and upcoming sessions
🏢 Organization Details - Sub-organization and other account info

Smart Client Lookup

The system uses email-based lookup to:

✅ Match Intercom contacts with platform accounts
🔄 Update existing contact attributes in real-time, whenever a new message is received from the client
🚫 Handle cases where platform accounts don't exist, in this case we see a attribute Platform account exists that is marked as "No", please note that if the client email is different on platform and intercom it won't be fetching the attributes from platform and the Platform account exists attribute will be marked as "No".

Secure Email Filtering

The integration automatically excludes system emails from synchronization:

Excluded Emails: [email protected], [email protected], [email protected]
Reply-To Protection: Emails that use these addresses as reply-to are also excluded to reduce redundant calls to the server,

🔧 How It Works

Trigger Method

The synchronization can be triggered via:

Manual Trigger: CCT team triggers a reusable workflow from intercom called "Refresh User Attributes from the Platform", (Just try to switch chats so that the attributes refresh in the sidebar)
Automatic Workflow: Automatic refresh whenever a client sends a new message
Data Connector: It uses the Intercom data connector to fetch and update the lead attributes of the client

📊 Synced Attributes

Client Profile Information

Attribute	Description	Example
Client ID	Unique platform identifier	`4719854`
Name	First name + Last name	`Sami Ruhsuf`
Phone Number	Primary contact number	`+1-416-555-0123`
Client Profile Link	Direct link to platform profile	`https://app.ruhcare.com/users/4719854/overview`
Client Status	Account status	`Active` / `Archived`
Time Zone	Client's timezone	`America/Toronto (EST)`
Client Since	Account creation date	`Oct 22, 2024 - 11:00 a.m. EST`
Platform Account Exists	Whether account is found	`Yes` / `No`

Care Team Information

Attribute	Description	Example
Therapist Name	Primary therapist followed by other care team members	`Dr. Sarah Johnson, Dr. Michael Chen`
Tags	Client tags from platform	`SuperBill, Premium, Therapy`
Group	Client's assigned group	`Active Therapy Clients`

Billing & Payment Information

Attribute	Description	Example
Unpaid Invoices	Outstanding balance status, currency symbol updates based on client's organization currency	`Yes, $150 CAD due` / `No`
Card on File	Payment method status, if the card is added in their account or not	`Yes` / `No`

Session & Appointment Information

Attribute	Description	Example
Number of Sessions	Total no. of sessions with status Late Cancellation / Occurred	`12 sessions (2 late cancellations)`
Last Appointment	Most recent session	`Dec 15, 2025 - 2:00 p.m. EST`
Next Appointment	Upcoming session	`Dec 22, 2025 - 2:00 p.m. EST`
Intake Forms Completed	Whether intake forms have been completed or not	`Yes` / `No`

Account & Organization Details

Attribute	Description	Example
Sub Org	Sub-organization	`Ruh Corp` / `Ruh Care Inc`
Multiple Accounts	If there are multiple accounts with the same email or not.	`Yes` / `No`
Linked Accounts	Names and relationships	`Jane Smith (Spouse), Tommy Smith (Child)`
User Data Updated On	Last sync timestamp	`Dec 16, 2025 - 1:10 a.m. EST`

🌍 Timezone Handling

All times are displayed in Canadian/Toronto Time (EST) with explicit timezone indicator

Format Examples

Dates with Time: Oct 22, 2025 - 11:00 a.m. EST

Timezone Logic

All timestamps are converted from UTC to America/Toronto timezone
Automatically handles EST ↔ EDT transitions
Consistent time display across all attributes

💰 Currency Handling

The Unpaid Invoices attribute displays amounts in the currency matching the invoice/organization:

Format Examples

CAD Currency: Yes, CAD$150 due
USD Currency: Yes, USD$200 due
No Balance: No

🚫 Excluded Data Points

The following attributes are NOT synced to Intercom:

Attribute	Reason for Exclusion
Insurance	Not required right now, but can be considered in future
Lead Source	Not required right now, but can be considered in future

⚠️ Edge Cases & Special Handling

Non-Existent Platform Accounts

Scenario: Email exists in Intercom but not on the platform Action:

Set Platform Account Exists = No
All other attributes remain empty or show "N/A" or "-"
CCT team can identify users who need account setup

System Email Addresses

Excluded Emails:

Also Excluded:

Any email where the reply-to address matches the above

Reason: Prevents updating shared inbox contacts that don't represent individual clients

Multiple Accounts with Same email address

Scenario: Client has multiple accounts with the same email address in same or different organizations Action:

We see the attributes seperated with a |, for example we can see the client ID attribute as Client ID : 131446 | 131447

Multiple Linked Accounts

Scenario: Client has linked family member accounts Action:

Linked Accounts displays comma-separated list: Sami Ruhsuf (Spouse), Mir Batman (Child)
Primary account relationship is clearly indicated

Missing Appointment Data

Scenario: Client has no upcoming appointments Action:

Next Appointment displays No Appointments
Allows CCT team to proactively offer scheduling assistance

Unpaid Invoice Calculation

Scenario: Multiple unpaid invoices exist Action:

Total amount is calculated and displayed
Currency matches organization's primary currency
Format: Yes, $[total] [currency] due

🎁 Benefits to Team

For Client Care Team

⚡ Instant Access: All client information visible in Intercom
🔄 Real-Time Data: Up-to-date information with button click
🎯 Better Context: Full client history for personalized support
⏱️ Time Savings: No need to switch between platforms

For Clients

🚀 Faster Support: CCT has immediate context
✨ Personalized Service: Team knows their history and preferences
🔒 Data Privacy: Only authorized CCT members can see information

For Operations

📊 Better Insights: Comprehensive client data for analysis
🔍 Easier Troubleshooting: Full context for issue resolution
📈 Improved Metrics: Track support quality by client segment

⚙️ Technical Implementation

Data Flow

CCT views client in Intercom
Clicks "Refresh User Attributes from the Platform"
System validates email address
Looks up client on platform by email
Fetches all required client attributes
Calculates derived fields (sessions, invoices, etc.)
Formats timestamps to Canadian timezone
Updates all Intercom contact attributes
Returns success/error confirmation

Error Handling

Invalid Email: Display user-friendly error message
API Timeout: Retry with exponential backoff
Platform Down: Cache last known values, show staleness indicator
Rate Limiting: Queue requests, notify user of delays

📞 Support & Questions

For questions about this feature or to report issues, please contact:

Development Team: [email protected]

Last Updated: December 2025

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