Learn how to set up your Intercom integration and how to customize your integration.
User Level:
Admin
Intercom Setup
Video Guide
Here's a video guide on setting up the CloudTalk and Intercom integration.
Steps from CloudTalk Dashboard
The user who sets up this integration should be an admin of the Intercom account.
From your dashboard, navigate to Account > Integrations.
From the list of integrations, hover over Intercom and select
+ Add.You will be redirected to the Intercom login to enter your credentials. Authorize access to grant permissions and continue.
Customize your integration settings.
Save to activate the integration.
Customize CloudTalk With Intercom
Data Import
Specify a tag for your Intercom contacts in CloudTalk and choose whether to import conversations and leads from Intercom.
Logging Calls
Missed and answered outbound and inbound calls which come through Intercom can be logged as either a conversation or an event. The option selected will make some differences in terms of how calls are logged and whether an interaction is initialized with the contact in question.
Within the integration Workflow settings, you can define which calls (inbound, outbound, missed calls, voicemails, and redirected calls) to log into Intercom.
Calls as Events
Though this option will take away some of the benefits offered with logging calls as conversations, it is the preferred option when you do not want a conversation dialogue to be opened after a call, or if you do not want notifications for missed calls and voicemails.
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.
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.
Conversation Creation
If the Create call in Intercom when setting is set to Answered, Intercom conversations are created when the call is answered instead of waiting until the call ends. After a call is completed in CloudTalk Phone, additional information such as the agent info, call notes, and call tags are added as a message or internal note in the same conversation, depending on your integration settings.
When Create call in Intercom when is set to Ended, Intercom conversations are created will all information after the call ends.
Missed Call Assignment
For the Assign missed calls to setting, be sure to choose an agent to whom all tickets for Intercom missed calls will be assigned to. This is a necessary step in creating Intercom conversations for missed calls.
Call Recordings
We recommend to leave on Export recordings and customer links as notes. If desired, you can assign the Call ID as a custom ticket attribute for your Intercom ticket.
By exporting the recording and customer links, 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. You can also access the CloudTalk contact profile by selecting View customer in CloudTalk.
Connected Numbers
Choose to only link activity from certain numbers to your Intercom integration by using the Connected Numbers sections. If this section is left blank, data associated with all company numbers will be synched.
Make Calls Directly from Intercom
For those with Chrome's Click-to-Call extension, all phone numbers in Intercom will be converted into a clickable format, allowing a call to be initiated with a single click.
When using Click-to-Call, we recommend removing other Chrome extensions or telco providers as these may interfere with the Click-to-Call feature.
If you need further assistance or have any questions, you can contact our Support team. We are always here to help you!