The way Intercom tracks user data is simple - just install a code snippet into your product and Intercom’s user data will be updated as soon as they login to the product. This has been the way how Intercom worked in the first 2 years.
However, there’s a flaw in this system - it relies on the users to login for them to start appearing in the Intercom record. Customers who just started using Intercom but has an existing user-base will need to wait for their users to login. This limits the use case of customers wanting to re-engage existing inactive users.
Collaborating with the Growth team (Who owns the sign up, purchase, and onboarding flows), we’ve committed to a two weeks sprint to tackle this problem. The main idea is simple - we’d develop a feature for customers to import their existing user base into Intercom, so that they can start messaging them without waiting for them to login.