--- title: "Log form feedback as an Intercom note" description: "Attach each customer feedback response to the right Intercom contact as a note, carrying the satisfaction score and the improvement they asked for." url: "https://www.formformform.com/automations/intercom-log-feedback-as-note" type: static generatedAt: "2026-08-23T18:56:58.727Z" --- ![Intercom logo](/logos/integrations/intercom.svg) # Log customer feedback as a note on the contact Feedback lands as a note on the customer's Intercom record, so the next agent to open the conversation has the context. When this happens New submission on your "Customer feedback" form Do this Add Note to Contact in Intercom with the rating, the comments, and the improvement the customer asked for One-directional. A submission triggers the action — nothing is written back into your form. Feedback that lives in a survey export is feedback nobody reads at the moment it matters. This recipe attaches each response to the person who wrote it, as a note on their Intercom contact, where it sits beside their conversation history. Customer success reps lean on it before renewal calls and escalations. The satisfaction score and the improvement request are visible on the record itself, so an agent picking up a chat can see the last thing this customer told you without leaving the inbox. ## Setting it up 1. 1 Publish the feedback form with Email Address required — a note has to attach to a known contact, and the email address is what finds them. 2. 2 In Zapier, use formformform's "New Submission" trigger and select the feedback form. 3. 3 Add Intercom's "Create or Update Contact" action mapped to Email Address, so feedback from someone new still has a record to land on. 4. 4 Add Intercom's "Add Note to Contact" action and point it at the contact produced by the previous step. 5. 5 Write the note body as a short block: Overall Satisfaction first, then the recommendation score, then the two free-text answers underneath. 6. 6 Label every line in the note body — a bare number in an Intercom note means nothing to the agent reading it three weeks later. 7. 7 Send a test response with a low score, open the contact in Intercom, check the note reads clearly, then turn the Zap on. ## What maps where Using the [Customer Feedback Form](https://www.formformform.com/templates/customer-feedback-form) as the starting point. These are its real fields — swap in your own and the mapping works the same way. Form field Intercom Email Address Finds the Intercom contact the note attaches to Name Contact name, used when the person is new to Intercom Overall Satisfaction First line of the note body How likely are you to recommend us to a friend or colleague? Recommendation score line in the note What could we improve? The request, quoted in the note body What did you like most? Note body, below the request ## Variations worth knowing Escalate low scores to a conversation Add a Zapier path on Overall Satisfaction. Scores at the bottom of the scale run "Create a Conversation" as well as the note, which puts an unhappy customer in front of an agent instead of leaving the feedback to be found later. Keep a score you can segment on Alongside the note, map the recommendation answer into a custom contact attribute. The note holds the full text for a human to read, and the attribute gives you a value Intercom segments and messages can filter on. ## If something isn't arriving Notes attach to the wrong person Intercom finds contacts by email, so a typo or a shared team address puts the note on somebody else's record. Make Email Address required, ask for it near the top of the form, and check the Zap history in Zapier when a note turns up somewhere unexpected. The note is there but reads as a wall of text Zapier passes long answers through unchanged. Put a labelled line break between each mapped field in the note body, and keep the free-text answers last so the score is still readable in the first line. ## Frequently asked questions Can the customer see the note in Intercom? No. Notes are internal to your workspace and visible only to your team. The customer sees nothing unless an agent replies in a conversation. If you want them to hear back, add a conversation step alongside the note. Does anonymous feedback work with this? Not as a note. A note has to attach to a contact, and a contact needs an email address. If your form allows anonymous responses, add a Zapier filter so those stop before the Intercom step and stay in your responses list. How many notes pile up on someone who responds often? One per submission, kept in date order on the contact. That history is usually the point. If it does get noisy, filter the Zap so only scores below a threshold, or responses that include free text, create a note at all. ## Related automations - [Create a contact for every new order](https://www.formformform.com/automations/intercom-new-order-contact-record) Each order form submission creates or updates the buyer's Intercom contact and records what they ordered. - [Open an Intercom conversation from a support form](https://www.formformform.com/automations/intercom-support-ticket-conversation) Form-based support tickets arrive in the Intercom inbox as real conversations agents can reply to and assign. - [Record webinar signups on the contact record](https://www.formformform.com/automations/intercom-event-signup-attribute) Webinar registrations build an Intercom audience with a registered\_event attribute you can send reminders against. - [Tag contacts by what they asked for](https://www.formformform.com/automations/intercom-tag-contacts-by-interest) The option someone picks on the interest form becomes an Intercom tag, so segments and outbound series stay accurate. - [Turn demo requests into Intercom contacts](https://www.formformform.com/automations/intercom-demo-request-contacts) Every demo request becomes an Intercom contact with company, role and a source attribute, ready for follow-up. - [Capture feature requests as labelled tickets](https://www.formformform.com/automations/freshdesk-feature-requests-as-tickets) Product ideas from your feedback form land in Freshdesk as Feature Request tickets the team can group and revisit. - [All Intercom integration details →](https://www.formformform.com/integrations/intercom) - [Start from the Customer Feedback Form →](https://www.formformform.com/templates/customer-feedback-form) - [Browse every automation →](https://www.formformform.com/automations) ## Build the form first The automation needs somewhere to fire from. Publish a form, connect it once, and every submission from then on runs this flow. [Start free](https://app.formformform.com/register?utm_source=landing&utm_medium=bottom&utm_campaign=automations&utm_content=intercom-log-feedback-as-note)