# Connect Recurly to Intercom > Sync billing events and subscription data from Recurly into Intercom to deliver timely, personalized support and lifecycle messaging at scale. **Canonical page:** https://tray.ai/connectors/recurly-intercom-integrations/ **Recurly connector:** https://tray.ai/connectors/recurly-integrations/ **Recurly documentation:** https://tray.ai/documentation/connectors/service/recurly **Intercom connector:** https://tray.ai/connectors/intercom-integrations/ **Intercom documentation:** https://tray.ai/documentation/connectors/service/intercom ## Overview 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." Subscription businesses live and die by retention, and retention starts with communication. When Recurly billing events flow into Intercom automatically, support agents can see whether a customer is on a paid plan, in a trial, past due, or recently churned — right there in the conversation, without switching tabs. Your success and marketing teams can trigger targeted Intercom messages the moment a subscription changes state in Recurly. That closes the lag between a billing event and the human response that should follow it, cuts manual data entry errors, and means every customer touchpoint reflects accurate subscription data. Faster issue resolution, better trial conversion, less involuntary churn. ## Use cases ### 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. - Reach customers within minutes of a failed payment, not days - Deliver branded, personalized dunning messages through Intercom's familiar messenger interface - Free your billing support team from manually hunting down and emailing at-risk accounts ### 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. - No more logging into Recurly mid-conversation just to check a plan tier - Build Intercom segments and filters based on live subscription attributes - Keep customer data consistent across both platforms without manual CSV imports ### 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. - Automate plan-specific onboarding sequences the instant a subscription goes live - Engage new subscribers early to improve trial-to-paid conversion - Reduce time-to-value with timely in-app guidance that doesn't require manual setup ### 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. - Send timely, targeted pre-expiration messages that actually convert - Combine billing context with usage behavior for more relevant outreach - Automate follow-up sequences without anyone manually watching trial end dates ### 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. - Route high-value churn events to senior support or success staff right away - Start save conversations before cancellation is fully processed - Track team response times to critical subscription events ### 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. - Stop sending irrelevant messages by targeting campaigns to plan-appropriate subscribers - Drive upsell revenue by reaching starter-plan customers with specific upgrade incentives - Improve engagement metrics with audiences that are actually well-matched to the message ### 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. - Keep a complete support history tied directly to Recurly billing accounts - Help billing operations teams spot and prioritize repeat escalation accounts - Give support and finance shared visibility without manual updates ## Templates ### 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. Connectors used: Recurly, Intercom ### 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. Connectors used: Recurly, Intercom ### 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. Connectors used: Recurly, Intercom ### 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. Connectors used: Recurly, Intercom ### 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. Connectors used: Recurly, Intercom ### 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. Connectors used: Recurly, Intercom ## Challenges Tray.ai solves ### 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 helps:** 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. ### 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 helps:** 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. ### 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 helps:** 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. ### 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 helps:** 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. ### 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 helps:** 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. ## Learn more - Intelligent Integration: https://tray.ai/platform/intelligent-ipaas/ - Merlin Agent Builder: https://tray.ai/platform/merlin-agent-builder/ - Agent Gateway for MCP: https://tray.ai/platform/agent-gateway/ - Book a demo: https://tray.ai/contact/