Read this page as a quick path: scan the headings, use the step blocks, and escalate if the expected result does not happen.
If leads are not being automatically qualified via your Intercom integration, there are a few common causes to check.
Troubleshooting checklist
- Check the contact's attribute value in Intercom — open the contact record in Intercom and confirm that the attribute you are using to trigger qualification (for example, a custom attribute like 'Qualified') has actually changed to the expected value.
- Check for duplicate contacts — if the same person exists more than once in Intercom, the qualifying attribute may have been updated on the wrong record.
- Confirm the qualification rule is set up correctly — in Referral Factory, go to Campaign Settings → Integrations and API → CRM tab, select Intercom, and verify that the qualification rule is mapped to the correct Intercom attribute and value.
- Give it a few minutes — there can be a short delay between when an attribute changes in Intercom and when Referral Factory picks it up. If the attribute was just updated, wait a few minutes and check again.