This article describes how to use some of the common functionalities of CloudTalk's Intercom integrations. To learn about how to integrate CloudTalk with Intercom, check out this article about initiating your Intercom integration.
CloudTalk with Intercom
If you prefer video setups, here's an instructional video on Intercom + CloudTalk - Integration Overview:
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.
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.
Setup Instructions:
From the dashboard, navigate to Settings > Integrations.
Click to expand your existing Intercom integration. Add your Intercom integration or Select Configure to open your existing integration's settings.
Scroll down to reach the Workflow Settings section. Confirm that Conversation is the selected option in the respective dropdown lists.
Next to the option which says Assign missed calls to, 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.
Toggle On next to the option to Export recording and customer links as notes to ensure this feature can function properly.
Call Recordings
By toggling on the option to Export recording and customer links as notes, 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.
Missed Calls and Voicemails Sending Message to Intercom Contact
The Intercom API is unable to create a conversation with only a note attached to the conversation with a contact. This means that when Log inbound missed call as... is set to Conversation in the Integrations settings for Intercom, a message with missed call information and possibly a note containing a voicemail will be sent to the Intercom contact who made the call.
To stop this from happening, navigate to Integrations from the Account tab on the lefthand sidebar of the CloudTalk Dashboard. Scroll down to the Workflow settings section and change Log inbound missed call as... to Event. You can choose to do the same for Log voicemail as... (see picture below).
Note: This will disable the ability to be notified when a missed call
or voicemail is added to Intercom.
Calls are logged into the customer's profile. When there is a missed call or voicemail from a customer, it will be automatically logged as a ticket in the conversations.
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.
Click-to-Call Feature
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 receiving a call, the Intercom profile of the caller can be accessed before the call is picked up.
Note: 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 the CloudTalk Support team. We are always here to help you!