Intercom CRM integration make it easier to see the full picture of your customers in one place. Those who are using Intercom chat to engage with their customers and leads will be able to see the conversations' history in dedicated Intercom block in customers' profile in Teamgate CRM. To add more, such integration eliminates the need to use two different apps in order to capture important information.
Intercom Conversations block display messages sent in-app or by email, and messenger conversations (chat messages).
1. How to use Intercom integration?
After integrating Intercom with Teamgate "Intercom Conversations" block will be displayed in Leads, People, and Company cards.
1.1. Companies section.
Conversations are being recognized according to the company title. Intercom Conversations block will list all the conversations with the People who are associated with the particular company in Intercom. As well as, the number will show how many conversations were conducted with a particular customer and the last time user was logged-in. By clicking on the customer name the list of the conversations will be displayed along with the status "O-open", "S-snoozed" and "C-closed". By clicking on the conversation's title- new pop-up window will show up and you will be able to review the conversation. In case you want to view the conversation in Intercom- click the button "View in Intercom".
2. Leads and People sections
Conversations in these sections are being displayed if the email address matches in both applications. Intercom conversations block displays first 10 chats with the particular person. If you wish to view more- click the button "Load more". In the list you may see the title of the conversation, the date when the conversation was updated last time and the status: "O-open", "S-snoozed" and "C-closed". By clicking on the conversation's title- new pop-up window will show up and you will be able to review the conversation. In case you want to view the conversation in Intercom- click the button "View in Intercom".
If there is no conversations assigned to particular email address you will see the following notification:
In case there are conversations in Intercom, but they are not being displayed in Teamgate- check:
- If there is email address added to Lead or People card;
- If email address matches in both applications.;
- If email address is written without mistakes.
3. What information is being displayed in the conversation window?
On top of the window, you will see conversations status and title. If the conversation doesn't have a title it will be named "Conversation".
On the left-hand side is listed the information gathered from Intercom app: the assigned employee- Intercom user assigned to the conversation, user- your client's personal information: name and surname, email address and country. By clicking on person's name the system will redirect you to the Intercom people profile. Below you will see other systemic details captured from Intercom application- people profile.
At the end of this list you will see information about a company that user belongs to. Click on the company's title and system will redirect you to Intercom application- company profile.
On the right-hand side you will see the conversation between an assigned employee and a user.
On the bottom- click "View in intercom" and system will redirect you to Intercom application and opens the exact conversation.
4. I am getting an error: Data conflict! There are multiple users with the same email address in Intercom app. Please delete duplicate users. How to solve it?
Intercom conversations block show messages by the email address. If there are more than one user with the same email address in Intercom we suggest changing email address of the user or deleting the duplicating users from Intercom. When you apply any changes in Intercom- press the refresh button on Intercom Conversations block:
In case you need more information on how to change People email address please contact Intercom support.