How to import user data on Intercom

intermediate 8 min read Updated 2026-03-18

Quick Answer

Import user data to Intercom by navigating to Settings > Data & Privacy > Import data, then upload your CSV file with proper field mapping. Intercom supports importing user attributes, custom data attributes, and company information in a single process.

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Prerequisites

Admin or teammate access to Intercom workspace
User data file in CSV format
Mapped user attributes and properties
Valid email addresses for users being imported

Step-by-Step Instructions

Access the Import Data section

Log into your Intercom workspace and click on Settings in the bottom left corner. Navigate to Data & Privacy and select Import data from the menu options.

Ensure you have admin permissions as importing data requires elevated access rights.

Choose import type and prepare your file

Click Import users and select whether you're importing People or Companies. Download the sample CSV template by clicking Download sample file to ensure your data matches the expected format. Your CSV should include required fields like email for users or company_id for companies.

Keep your CSV file under 15MB and ensure all email addresses are valid to avoid import errors.

Upload and map your CSV file

Click Choose file and select your prepared CSV. Intercom will automatically detect columns and show a preview. Review the Field mapping section to ensure your CSV columns are correctly matched to Intercom attributes. Map custom attributes by selecting Create new attribute if needed.

Configure import settings

In the Import settings section, choose how to handle existing users by selecting either Update existing users or Skip existing users. Set the User role as either User or Lead for new imports. Configure Tag settings if you want to automatically tag imported users.

Select 'Update existing users' to merge new data with existing profiles rather than creating duplicates.

Review and validate the import

Check the Import summary showing how many rows will be imported, updated, or skipped. Review any Validation errors highlighted in red and fix issues in your CSV if necessary. Click Validate import to run a final check before processing.

Address all validation errors before proceeding as they will cause the import to fail.

Execute the import

Once validation passes, click Start import to begin the process. You'll see a progress bar and can navigate away from the page. Intercom will send you an email notification when the import completes with a summary of imported, updated, and failed records.

Large imports may take several minutes to complete, so be patient and don't attempt multiple imports simultaneously.

Verify imported data

After receiving the completion email, go to Users or Companies section to verify your data imported correctly. Use the search function to spot-check specific records and confirm that custom attributes appear properly. Check the Import history under Settings for detailed logs.

Create a test segment with your imported users to easily review and validate the imported data quality.

Common Issues & Troubleshooting

CSV validation fails with format errors

Ensure your CSV uses UTF-8 encoding, has proper headers in the first row, and contains no special characters in email fields. Remove any merged cells or formatting from Excel before saving as CSV.

Import gets stuck or fails to complete

Check that your file size is under 15MB and contains fewer than 50,000 rows. Break large imports into smaller batches and ensure stable internet connection during upload.

Users appear as leads instead of users

Verify that imported users have valid email addresses and set the User role correctly in import settings. Users without emails automatically become leads in Intercom.

Custom attributes not appearing after import

Confirm custom attributes were properly mapped during import and check that attribute names don't conflict with reserved Intercom fields. Go to Settings > Data attributes to verify custom attributes were created.

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