Recurly + Intercom
Connect Recurly and Intercom to Power Subscription-Driven Customer Conversations
Sync billing events and subscription data from Recurly into Intercom to deliver timely, personalized support and lifecycle messaging at scale.
Why integrate Recurly and Intercom?
Recurly handles your subscription billing lifecycle. Intercom handles customer communication and support. When they run in isolation, support teams are left guessing about a customer's billing status, and marketing teams miss the moments that actually matter — trial starts, upgrades, failed payments, cancellations. Integrating Recurly with Intercom means every conversation is informed by real-time subscription context, not a manual lookup or a polite "let me check on that for you."
Automate & integrate Recurly & Intercom
Use case
Trigger Dunning Outreach When Payments Fail in Recurly
When Recurly marks an invoice as past due or a payment attempt fails, tray.ai can immediately create or update an Intercom conversation — or send a targeted in-app message prompting the customer to update their billing details. This closes the gap between a failed charge and the customer knowing about it. Automated, empathetic outreach at this exact moment cuts the involuntary churn that card declines quietly cause.
Use case
Enrich Intercom User Profiles with Recurly Subscription Data
Keep Intercom contact and company records current with live Recurly attributes — plan name, MRR, subscription status, billing cycle, trial expiration date. Whenever a subscription is created, upgraded, downgraded, or cancelled in Recurly, the corresponding Intercom profile updates automatically. Support and success agents get full billing context without leaving the conversation.
Use case
Send Onboarding Messages When New Recurly Subscriptions Are Created
The moment a new subscription is activated in Recurly, tray.ai can trigger a personalized onboarding message series in Intercom tailored to the customer's plan. Enterprise customers can get high-touch guidance while self-serve users get automated product education. No new subscriber falls through the cracks in those first critical days.
Use case
Proactively Engage Customers Before Trial Expiration
Using Recurly trial end dates synced to Intercom, tray.ai can schedule proactive outreach days before a trial expires — enough time to convert, extend, or at least save the relationship. Messages can factor in product usage signals from Intercom alongside plan details from Recurly. Trial expiration stops being a passive cutoff and becomes an active conversion window.
Use case
Notify Support Teams When High-Value Subscriptions Change
When a customer on a high-MRR plan downgrades, pauses, or cancels in Recurly, tray.ai can immediately notify the right Intercom inbox or assign a conversation to a dedicated account manager. Your most valuable accounts get a human response before churn is finalized. That early window is where recurring revenue actually gets saved.
Use case
Segment Intercom Users by Recurly Plan for Targeted Campaigns
Sync Recurly plan and subscription status into Intercom custom attributes to build precise audience segments for in-app messaging and email campaigns. Send feature announcements only to customers whose plans include those features. Target upsell campaigns at entry-level subscribers. Billing-aware segmentation makes campaigns noticeably more relevant.
Use case
Log Intercom Support Conversations on Recurly Account Records
When a customer opens a billing-related conversation in Intercom, tray.ai can add a note or tag to the corresponding Recurly account, creating a two-way audit trail that ties support activity to subscription records. Finance and billing operations teams get the visibility they need into customer escalations. It also surfaces accounts with recurring billing issues before they become bigger problems.
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Recurly & Intercom Challenges
What challenges are there when working with Recurly & Intercom and how will using Tray.ai help?
Challenge
Matching Customers Across Recurly and Intercom Reliably
Customer records in Recurly and Intercom are created independently and may use different identifiers, email formats, or company structures. Without a shared key, reliable one-to-one matching is hard, and mismatches mean duplicate contacts, missed messages, or enrichment landing on the wrong account.
How Tray.ai Can Help:
tray.ai's data transformation tools let you normalize and standardize identifiers — email addresses, custom external IDs — before performing lookups, and build fallback logic for edge cases like multiple contacts sharing an email or a company with no matching domain.
Challenge
Handling High-Volume Billing Event Webhooks Without Data Loss
Recurly can fire a large volume of webhook events in rapid succession during billing cycles, especially when many subscribers renew on the same day. Processing these at scale without dropping events, creating duplicates in Intercom, or overloading downstream systems is a real operational problem.
How Tray.ai Can Help:
tray.ai's workflow engine handles high-throughput webhook ingestion with built-in queuing and deduplication logic, so every Recurly billing event is processed reliably and Intercom is updated exactly once per event, regardless of volume spikes.
Challenge
Keeping Intercom Attributes in Sync Across Complex Subscription States
Recurly subscriptions move through many states — trialing, active, past due, paused, cancelled, expired — and each change should be reflected in Intercom. Managing that state machine manually is error-prone and regularly produces stale data that leads support agents to make wrong assumptions about a customer's billing status.
How Tray.ai Can Help:
tray.ai lets you build conditional logic that maps every Recurly subscription state to the right Intercom attribute value, triggered on every relevant webhook event type, so Intercom profiles always reflect the actual current state of the subscription.
Challenge
Avoiding Duplicate Messages During Retry Cycles
Recurly's dunning process retries failed payments multiple times. Without careful workflow design, each retry failure can trigger a duplicate Intercom message — a bad experience for the customer at an already frustrating moment, and a real risk to brand trust.
How Tray.ai Can Help:
tray.ai lets you implement cooldown logic and state-checking conditions that verify whether an Intercom message has already gone out for a given billing cycle before sending another, so customers get one well-timed message instead of a string of identical dunning notices.
Challenge
Managing GDPR and Data Privacy When Syncing Billing Data to Intercom
Recurly stores sensitive billing and financial data with strict compliance obligations attached. Syncing payment method details, invoice amounts, or card information to Intercom — a customer-facing messaging platform — can create GDPR, PCI-DSS, and data minimization risks if you're not selective about what moves.
How Tray.ai Can Help:
tray.ai's data transformation layer lets you filter and mask sensitive fields before anything is written to Intercom, so only non-sensitive, business-relevant attributes like plan name, status, and MRR get synced. Raw financial data stays inside Recurly's secure environment.
Start using our pre-built Recurly & Intercom templates today
Start from scratch or use one of our pre-built Recurly & Intercom templates to quickly solve your most common use cases.
Recurly & Intercom Templates
Find pre-built Recurly & Intercom solutions for common use cases
Template
Failed Payment → Intercom In-App Dunning Message
Automatically sends a targeted Intercom in-app message and email to a customer the moment Recurly registers a failed payment attempt, including a direct link to update billing information.
Steps:
- Recurly webhook triggers when an invoice payment attempt fails
- tray.ai looks up the customer's Intercom contact using their email address from Recurly
- A personalized Intercom message is sent with account details and a billing update link
Connectors Used: Recurly, Intercom
Template
New Recurly Subscription → Intercom Onboarding Sequence
Triggers a plan-specific onboarding conversation and message series in Intercom the moment a new subscription is activated in Recurly, routing customers to different flows based on their plan tier.
Steps:
- Recurly fires a webhook when a new subscription is created and set to active
- tray.ai reads the plan code and maps it to the appropriate Intercom message series
- Intercom contact is created or updated and enrolled in the correct onboarding sequence
Connectors Used: Recurly, Intercom
Template
Recurly Subscription Change → Intercom Contact Attribute Sync
Keeps Intercom contact and company custom attributes current whenever a subscription is created, upgraded, downgraded, paused, or cancelled in Recurly, so agents always have accurate billing data.
Steps:
- Recurly webhook fires on any subscription lifecycle event
- tray.ai extracts plan name, MRR, status, and billing dates from the Recurly payload
- Intercom contact and company records are updated with the latest subscription attributes
Connectors Used: Recurly, Intercom
Template
Trial Expiring Soon → Intercom Proactive Conversion Campaign
Scans Recurly daily for trials expiring within a configurable window and automatically enrolls those customers in a targeted Intercom conversion campaign with personalized messaging.
Steps:
- Scheduled tray.ai workflow queries Recurly for subscriptions with trials ending within 3-7 days
- Each qualifying account is matched to its Intercom contact by email
- A conversion-focused Intercom message series is triggered with plan details pre-populated
Connectors Used: Recurly, Intercom
Template
Recurly Cancellation → Intercom Save Conversation + Team Alert
When a customer initiates a subscription cancellation in Recurly, this template opens an Intercom conversation assigned to the retention team and sends an internal Intercom note with the customer's billing history.
Steps:
- Recurly webhook fires when a subscription is set to cancel or cancelled
- tray.ai fetches the customer's Recurly billing history and plan details
- An Intercom conversation is created and assigned to the retention team with billing context attached as a note
Connectors Used: Recurly, Intercom
Template
Intercom Conversation Tag → Recurly Account Note Sync
When a billing-related tag is applied to an Intercom conversation, tray.ai automatically adds a corresponding note to the customer's Recurly account, keeping billing operations teams informed of support activity.
Steps:
- Intercom webhook fires when a billing-related tag is applied to a conversation
- tray.ai identifies the customer's Recurly account using the contact's email address
- A timestamped note summarizing the Intercom conversation is added to the Recurly account record
Connectors Used: Recurly, Intercom