Configuring your Intercom integration

Intercom helps you build stronger customer relationships through scalable, personalized messaging for sales, marketing, and support teams. The Aircall–Intercom integration allows your call activity to log directly in Intercom, helping your teams stay connected and efficient.

Before you begin

To install and configure the integration, make sure that:

• You have Admin rights in both Aircall and Intercom.
• All Aircall users are registered with the same email address in both platforms.

Installing the Intercom integration

Follow these steps to connect Aircall with Intercom.

Steps:

1. Go to Admin Dashboard > Integrations > Apps
2. In the All apps section or using the search bar, find and click Intercom.
3. Click Install app to start the setup flow.
4. Click Authorize.
5. Under Select numbers, click Add numbers.
6. Choose the Aircall numbers you want linked to Intercom, then click Add numbers in the bottom-right corner to continue.

Important: You can skip this step, but call activity will only log in Intercom if at least one number is selected. You can add or remove numbers later in the Aircall Dashboard.

7. If you are not logged in to Intercom, you will be directed to the Intercom login page.
8. After logging in, click Authorize access on the authorization page.

Note: You can choose which Intercom workspace to connect by selecting it from the dropdown menu. The integration will only work with the chosen workspace. If needed, you can install multiple integrations to connect Aircall with multiple Intercom workspaces.

Once completed, your integration will be active. Click Edit settings to open your Intercom integration configuration page.

Configuring integration settings

In the Aircall Dashboard, you will find two sections for configuration: General and Settings.

General

• Activate or deactivate your integration.
• Add a custom name for your integration.
• Add or remove the Aircall numbers linked to Intercom.
  • Calls to or from numbers not connected to the integration will not be logged in Intercom.
• Delete your integration if needed.

Settings

Conversation creation and workflow 

• Define how each call type should be logged in Intercom: create a new conversation or add the call details to the last open conversation.

• Define whether each call type should create an open or closed conversation.

For Outbound calls done based on Automated Call back request, a specific settings is available to manage conversation creation or logging calls in previous open conversation. 

• Define how messages (SMS/MMS and WhatsApp text only) should be logged in existing or new conversations.

Insight Card

• Customise the Insight card by selecting up to five Intercom fields to display for incoming calls. 

• Choose whether details of last open conversation should be displayed in Insight card 

AI Insights Logging 

Choose whether Call Transcription as well as other AI Assist Insights i.e. Call Summary, Key Topics , Action Items and Sentiment as well as Assist Pro Insights i.e. Playbook and Custom Summary should be logged in Intercom or not.  Key Topics can be logged in Notes or as Conversation Tags. 

Note: If AI Assist or AI Assist Pro Package is not enabled for a company the settings related to AI Insights logging will be disabled.

Tag Sync

• Define whether tags added during an Aircall Workspace call sync to an Intercom contact, conversation, or neither.

Intercom Settings

• Choose whether calls should log only during business hours or at all times.

Note: This setting applies only to calls and does not affect messages sent or received outside of business hours.

• Choose if calls to or from numbers not saved in Intercom should:
  • Create a new User
  • Create a new Lead
  • Or create nothing
• Choose if calls to or from numbers saved in Intercom but not in Aircall should automatically create an Aircall contact.

Defining assignment rules in Intercom

Missed calls are not assigned to any user by default in Intercom. To ensure proper follow-up, you can create assignment rules for missed calls.

Steps:

1. In Intercom, go to Inbox > Automation > Rules.
2. Click New rule.
3. Set the rule as follows:
   • WHEN: A customer starts a new conversation
   • IF: Message content contains “Missed call on [Your Aircall Number]”
   • THEN: Assign to [select a teammate]
4. Click Save and Set live.

Note: You must have an Intercom inbox seat to access and configure assignment rules.

Your Aircall and Intercom integration is now fully set up and ready to use.