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How do I configure my Intercom Integration
How do I configure my Intercom Integration

Intercom integration setup is quick and easy. No programming is required, just a few clicks and you're good to go.

Erica Hoelper avatar
Written by Erica Hoelper
Updated over a week ago

By integrating Intercom with CloudTalk in a single click, you'll get access to all your Call Center features right from your Intercom account. Agents can gain a comprehensive understanding of their customers from within a single interface.

Here's a step by step Intercom+CloudTalk setup video:

Configure Intercom Integration

  1. Login to your CloudTalk Dashboard account here.

  2. Click on Account -> Integrations in the left sidebar menu. Scroll over the Intercom logo and click + Add to Connect with Intercom.

  3. You will be redirected to the Intercom website, where you must authorize access to allow CloudTalk access to your Intercom company data.

  4. Once you have completed these steps, your integration will be ready to use. Click the Save button to activate the integration.

Customize Integration

Intercom will automatically log CloudTalk inbound calls, outbound calls, missed calls, and voicemails into your Intercom contacts. You can add or edit settings through your CloudTalk account. From the CloudTalk Dashboard, click on Account in the lefthand sidebar and navigate to Integrations. Select Intercom to view the default settings.

Adjust Settings:

  • Make sure Integration is: Active is toggled on (green).

  • Under General Settings, add or edit the tag you would like Intercom contacts to have next to Caption. Opt in or out to Synchronize Intercom conversations and Sychronize Intercom Leads

    Note:  Synchronize Leads and Export Calls Made by Leads are
    functionalities coming soon but not yet in active use

  • Choose which calls will be logged to Intercom (missed calls, voicemails, other inbound calls, outbound calls). For each type, you can decide to log a call as a conversation or as an event under Workflow Settings.

  • Pick which CloudTalk numbers will be linked to your Intercom integration under Connected Numbers.

  • From the Business Hours Policy dropdown list, you can decide whether you want to log all calls, log only calls made during business hours or log only calls made when lines are closed.

CloudTalk Phone

From CloudTalk Phone, you can easily open the Intercom Contact page while making or receiving a call.

Every phone call logged by Intercom will store the client phone number, date, call time, call duration, and a link to a recording of the call.

Making calls directly from Intercom

To enhance your productivity, you can use the Chrome extension click-to-call feature in order to make a call directly from your Intercom account.

If you need further assistance or have any questions, you can contact our Support team. We are always here to help you!

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