This article covers how to use the main features of the CloudTalk-Intercom integration.

User Level: Admin, Agent, Supervisor

Ready to configure the CloudTalk + Intercom integration?
Follow the step-by-step instructions in our Configure Intercom guide.

Calling from Intercom

Make outbound calls

You can initiate calls to Intercom contacts directly from CloudTalk Phone using the Click-to-Call Chrome extension. When installed, all phone numbers displayed in Intercom are converted into clickable links — a single click opens a call in CloudTalk Phone without any manual dialing.

Note: We recommend disabling other Chrome extensions or telephony providers, as these may interfere with Click-to-Call.

Call logging and data exchange

Contact sync

Contacts are synced two-ways between CloudTalk and Intercom. The tables below describe field mapping for new contacts and for updates to existing contacts.

Note: Due to restrictions in the Intercom API, leads and their calls cannot be exported to Intercom at this time.

New contacts

CloudTalk field	Sync direction	Intercom field
Full name	⬅➡	Name (note: first name and last name fields are not populated separately)
Phone number	⬅➡	Phone number
Email address	⬅➡	Email address
Preferred agent	🚫	Contact owner
Company	🚫	Company name
Address	🚫
City	🚫
Zip	🚫
State	🚫
Tags	🚫	User tags

Updating existing contacts

CloudTalk field	Sync direction	Intercom field	Notes
Full name	➡ (CT → Intercom)	Name	First/last name fields not populated separately
Phone number	➡ (CT → Intercom)	Phone number	Only changes to the first phone number in CloudTalk update the Intercom phone number
Email address	⬅➡	Email address	Changing the email in Intercom adds a second email address in CloudTalk rather than replacing the existing one
Preferred agent	🚫	Contact owner
Company	🚫	Company name
Address	🚫	—
City	🚫	—
Zip	🚫	—
State	🚫	—
Tags	🚫	User tags

Call logging and export

Calls can be logged in Intercom either as Conversations or as Events. The option you select affects whether a conversation dialogue is opened with the contact and how missed calls are handled. Configure this in Settings > Integrations > Intercom > Workflow Settings.

Calls as Conversations

Logging calls as conversations allows agents to open a conversation dialogue with Intercom clients who call in, and this includes options for missed calls. The opened conversation provides convenient tracking and access of necessary client information.

Call Recordings

By toggling on the option to Export recording and customer links as notes in Integration Settings, a link to both a CloudTalk call recording and CloudTalk contact will be saved as a note for the calls of all Intercom conversations. You can access the call recording by clicking the button to Listen to recording. Access the CloudTalk contact profile by clicking View customer in CloudTalk.

Answered Calls

At the completion of a call in your CloudTalk Phone, a new conversation is created in Intercom. The caller is added to this conversation, which will include a message with all call information. Notes with any CloudTalk tags or call notes are generated automatically.

What Happens

Imagine a client named Jane Jones who has just called CloudTalk support. The agent she connects with adds the Support tag to her call and makes a note as the call is in session. Then, on the post-call wrap-up screen, the agent adds more notes and a Support ticket created tag before moving on to the next caller.

As part of the automated integration:

A new conversation will be created within Intercom, with Jane Jones added
Three notes will be added to this conversation -
- The Support tag added
- the notes written during and after the call
- and the Support ticket created tag
Finally, there will be a message, including -
- Call type > Inbound call (completed)
- CloudTalk number > number reached by Jane
- Caller Phone number > Jane's phone
- CloudTalk agent > Who answered the call
- Call duration
- Call date > Start date and time
- Call Recording
- Link to contact > on CloudTalk

Missed Calls

In the case of a CloudTalk call going unanswered, a new conversation will be created in Intercom with the caller added. Just as with received calls, a message with call information will be generated within the conversation.

A voicemail will also be included in the Intercom message if the caller was able to leave one.

Note:  In order to see the reason for the missed call, users will have 
to check through Intercom. This information will not be 
forwarded automatically.

Calls as Events

Though this option will take away some of the benefits offered with logging calls as conversations, there may be a few cases in which it is the preferred option. Namely, in any situation where we do not want a conversation dialogue to be opened. An example of this would be if a business did not care to be notified when a missed call or voicemail was added to Intercom.

Outbound Calls

Calls will still include the standard CloudTalk integration features, such as tagging, writing notes, evaluating customer mood, and rating call quality. During or after the call, tags may be added by the agent. After wrap-up tasks are completed, the call will be logged as an event within Intercom. By clicking on the Recent event detail, you can see all additional information, such as the call date, duration, and agent name.

VoiceAgent Calls

VoiceAgent calls are logged in Intercom just like any other calls, with the title "VoiceAgent call" for quick identification.

When you configure a VoiceAgent with a call analysis prompt, CloudTalk extracts key details from the conversation, such as the issue described by the customer, a summary of the exchange, or custom data like language or order number.

This information is added directly to the Intercom conversation or event, along with the call result, date, time, duration, and both the caller and CloudTalk numbers. A link to the customer's CloudTalk profile is included for easy access.