This article explains how to connect Intercom with CloudTalk, configure data syncing, and enable calling features.

User Level: Admin

For details on how the integration works in daily use, see Using CloudTalk with Intercom.

Before You Start

Before you start, make sure you have the following:

An active CloudTalk account
An active Intercom account
Admin access in both CloudTalk and Intercom
The user setting up the integration must be an admin in Intercom
The email address in CloudTalk must exactly match the email used in Intercom
If the email addresses do not match, synchronization will not work correctly

Connect Intercom to CloudTalk

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.

Configure Integration Settings

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.

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.

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.

VoiceAgent Calls

In the Intercom integration settings, customers can enable the following VoiceAgent functionality:

Log VoiceAgent calls: enable this toggle to track VoiceAgent activity
Assign VoiceAgent calls to: choose a user to whom these calls will be logged in Intercom

When enabled, VoiceAgent calls will be logged in Intercom. These calls will be marked with "Voice Agent Call" in the title or header.

Any data captured during VoiceAgent calls, such as the customer's order number, intended plan, or other custom fields configured in the VoiceAgent workflow, will also be exported to Intercom.

Disconnect or Remove the Integration

If you no longer want CloudTalk to synchronize data with Zoho Desk, you can disable or permanently remove the integration.

To disable the integration, go to Account > Integrations, locate the

Intercom integration, and toggle the status from Active to Inactive.

To delete the integration permanently, open the Intercom integration settings, scroll down, click Delete Integration, and type DELETE to confirm.