Trigger a DSR in Intercom
Intercom offers the ability to create Custom Actions that can be used along with the Privacy API to automatically create and manage DSR Automation.
In this example, we will create a Custom Action that will submit an Erasure request upon receiving an Intercom ticket coming from the DSR submission service Mine.
Transcend is working with Consumer Reports on a technical standard for securely sharing data rights requests between authorized agents and businesses.
- In the Intercom Settings, select the
Integrations
entry in the sidebar. - Select
Integrations > Custom Actions
, thenCreate action
. - In the About section, add a
Usage
andDescription
. - Proceed to the Request section. For the
API Endpoint
field, usehttps://multi-tenant.sombra.transcend.io/v1/data-subject-request
.- If you are running a self-hosted Sombra instance, change the base URL from
https://multi-tenant.sombra.transcend.io
to your gateway's URL, which can be found in your dashboard. You may also need to allow Intercom's IP ranges to your Sombra gateway.
- If you are running a self-hosted Sombra instance, change the base URL from
- Select
POST
forMethod
. - Create your API key in your Transcend dashboard, including the
Submit New Data Subject Request
scope.- More information on authentication to Transcend APIs can be found here.
- Under
Authentication
, selectNew authentication token
and create your Transcend Token. Input the following values:Text
as theType
Bearer
as theToken prefix
Authorization
as theKey for request header
- Your API key as the
Token value
- If you are hosting your own instance of Sombra, enter
x-sombra-authorization
for theKey for request header
instead.- For the
Token value
, get your Sombra Bearer token API key and include theBearer
prefix. - If needed, rotate your API key:
- Navigate to "Settings > Sombra" on your Admin Dashboard
- Scroll to the "Hosted Sombra Keys" section
- Click on the "Rotate Sombra Keys" button
- Once the keys are finished rotating, you will be presented with your new
INTERNAL_KEY
. - You will need to copy it down, as it will be lost once the modal is closed.
- After the modal closes, you will be redirected to the login page for the new keys to take effect.
- For the
- Under HTTP Headers, you will see that the authentication token has already been added automatically. You will also need to include the content-type value.
- Enter
content-type
as theKey
andapplication/json
as theValue
.
- Enter
- Specify the body of the request under
Request Body
as described in theJSON Body for a Data Erasure Request
section below. - Click
Next
to proceed to the Testing section. Enter a test email to check the Custom Action has been configured correctly. You should get a green tick and see the details of that request if the connection is validated with the API.
![Intercom Custom Actions Details](/_next/image?url=%2Fdocs%2Fscreenshot%2F2024-07-23-intercom-custom-action.png&w=3840&q=75)
More information about Custom Actions in Intercom can be found here
The full documentation for Privacy API is located here
- Go to the
Automation
in the sidebar and click onWorkflows
. - Select
New workflow
. - Choose
Create from scratch
and use the triggerCustomer sends their first message
. - Configure your
Trigger rules
. EnableEmail
as a Channel and add Audience rules that need to be met to activate the trigger. For our example of requests coming from Mine, you could create the ruleMessage Content contains powered by mine
.- See this documentation for more information on building triggers for workflows.
- Click
Add step
to define what should happen when the trigger fires.- Select
Custom Action
and select the custom action previously created. - Create any other steps to complete your workflow paths.
- Select
- Save and set to live.
![Intercom Custom Actions Details](/_next/image?url=%2Fdocs%2Fscreenshot%2F2024-07-23-intercom-workflow.png&w=3840&q=75)
The code below is a simple example of JSON data required to create a Data Erasure ticket in Transcend.
If you are setting up a different type of DSR than Erasure, the type
field values can be found here.
Your subjectType
can be found in the Privacy Request Settings, below the Action settings.
In this example, we mark emailIsVerified
as false, so your data subject will receive an email confirmation before the DSR workflow can continue as if they submitted a request from the Privacy Center. Additional information on submitting DSRs, deleting, and more can be found here.
You can use the Intercom's selector to pass Intercom attribute values, such as Email
in your request body.
![Intercom Custom Actions Details](/_next/image?url=%2Fdocs%2Fscreenshot%2F2024-07-23-intercom-custom-action-request-body.png&w=3840&q=75)