In this article, we will show you how to use Intercom and Intercom Messenger together with CloudTalk to easily initiate calls and access customer information.

CloudTalk and Intercom

If you prefer video setups, here's an instruction video on Intercom + CloudTalk - Integration Overview:

Outbound calls with Click-to-Call feature logged as an event

When you logged in you Intercom account, all phone numbers will be converted into a clickable format and you can easily initiate call with a single click. At CloudTalk, we call this the Click-to-Call feature.

During or after the call, you can add different tags according to your needs. You can also write down a note and evaluate the customer's mood or call quality. After you add necessary information and click on Done, the call will be logged as an event in your Intercom.

By clicking on the Recent event detail, you can see all additional information, such as call date, duration, and agents name.

Intercom integration

Easily open caller's Intercom profile before picking up the call

When receiving a call, you may access the customer's Intercom profile with a single click even before picking up the call. Based on the information stored, like notes, files and previous calls, you can provide better and more accurate service.

To categorise your inbound calls and leads, you are able to add customised tags during or after the call. All the calls get automatically logged into the customer profile that includes:

  • call recording

  • call date

  • duration

  • agent's name

All calls are logging into the customer's profile. When you have a missed call and receive a voicemail from a customer, it will be automatically logged as a ticket in the conversations.

CloudTalk and Intercom Messenger

To make calls in Intercom Messenger it's super easy. We recommend you to watch this instruction video for better understanding how it works from agents and clients side.

Here's an instruction video on Intercom Messenger + CloudTalk - Integration Overview:

Make calls directly from Intercom

You can get the Click-to-Call feature in order to start a call directly from your Chrome browser just by clicking on a number in Intercom / Intercom Messenger. Simply visit our Click to Call page and follow the installation instructions.

Pro Tip: We recommend to remove all other Chrome extensions or other telco providers which 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!

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