Using Intercom integration

Aircall’s integration with Intercom helps you combine both tools to manage customer interactions more efficiently. With features such as Contact Creation & Sync, Custom Insight Cards, Call and message (SMS/MMS and WhatsApp) logging, Anonymous Call handling, Call Assignment, Call Transcription & AI Insights and Tag Sync, the integration ensures that key information is available directly in your workflow.

Contact Creation & sync

The Intercom integration automatically creates new Users and Leads in Intercom, and syncs saved Users and Leads to your Aircall Workspace application. This lets you see contact names when making or receiving calls.

Steps:

1. Ensure that Contact Sync as well as Contract Creation settings is enabled in your integration settings on the Aircall dashboard.
2. Save all phone numbers in Intercom using the E.164 format (e.g. +15555555555) or another supported format.
3. When a valid number is found in the Intercom User/Lead’s Phone attribute, Aircall will automatically sync their Name, Email, and Phone number.
4. A direct link to the Intercom User/Lead profile will also be available within the Aircall contact.

Note: To update synced contacts, select the Edit in Intercom link directly from the Aircall contact card.

Insight cards

When you make or receive calls, Insight Cards appear in your Aircall Workspace app showing relevant details from Intercom.

Contact information cards

If the phone number belongs to an existing Intercom User/Lead, or if a new User/Lead will be created, Aircall displays an Insight Card with:

• See contact page: Clickable link to the Intercom User/Lead page
• Name: The User/Lead’s name if saved, or the phone number with the label Aircall new user/lead for new contacts
• Type: User or Lead

When Custom Insight Card is enabled and configured in Settings, up to five selected fields will be displayed on the card.

Conversation information cards

If a User/Lead has an Open or Closed conversation in Intercom, an additional Insight Card shows:

• See last conversation page: Link to the most recent open or closed conversation
• Status: Conversation status (Open or Closed)
• Owner: Conversation owner (if they have a matching email in Aircall, their availability will display)

Logging calls and messages to existing Users/Leads

All calls, SMS/MMS, and WhatsApp messages to or from saved numbers will be logged as Conversations in Intercom, according to your integration settings.

Important: If multiple Intercom Users share the same phone number, call logging will not occur. To ensure proper logging, each phone number should be assigned to only one User or Lead.

Logging calls and messages to new contacts

If no Intercom User/Lead matches the phone number, and your integration settings allow new contact creation, Aircall will automatically create one in Intercom.

New contact details:

• First name: Phone number in E.164 format (e.g. +33102030405)
• Last name: Aircall new contact
• Phone: Phone number in E.164 format

Logging anonymous calls

When receiving a call from an anonymous number, if your settings allow new contact creation, an anonymous User/Lead will be created in Intercom.

Anonymous contact details:

• Name: Aircall Anonymous Contact
• Email: anonymous@aircall.io

Future anonymous calls will be associated with this contact.

Call and message logs

Each call or message (SMS/MMS/WhatsApp) is logged as an Intercom Conversation and assigned according to the following rules:

Each call creates an initial message in the Intercom Conversation such as:
[Inbound answered call] on [Aircall number name]

Internal notes then include:

• Caller’s phone number
• Aircall number used
• Waiting time
• Teammate who handled the call
• Call duration
• Recording link
• Any notes added in Aircall
• Aircall Call ID and UUID 

Aircall Call ID and UUID are added to Intercom conversations as notes as well as stored in the Aircall Call ID and Aircall Call UUID custom fields. If call details are logged in the last open conversation, these fields contain the latest call’s IDs.

For outbound calls made from an automated call-back request, the call will be logged in either a new conversation or the previous open conversation, according to the automated call-back settings. 

Based on your settings, calls can be logged in Intercom during business hours only or at any time.

Important: If multiple notes are added to a single call in Aircall, all previous notes will also appear again in the Intercom Conversation.

Each SMS/MMS or WhatsApp message creates a message in the Intercom Conversation such as:
[Inbound SMS on Aircall number name]

Internal notes include:

• Aircall number used
• Sender and recipient
• Message content
• Delivery status (Delivered or Delivery Failed)

Media files sent or received via MMS or WhatsApp appear as attachments in Intercom conversations.

Call assignment and transfer

When a call is reassigned in Aircall to another user with a matching Intercom email, the Intercom Conversation will also update. A note will indicate who reassigned the call and to whom it was reassigned.

When a call is transferred (internally within Aircall or to external number) a note will indicate to whom call was transferred to within Aircall or to which external number it was transferred. 

Call transcription and AI Insights 

Call Transcription and AI Assist Insights (including Call Summary, Key Topics, Action Items and Sentiment) along with Assist Pro Insights (including Playbook and Custom Summary) will be logged in Intercom conversations according to the AI Insights logging settings. Customers can configure logging for each insight and transcription.

Tag sync

Tags applied to calls in Aircall are automatically synced with the corresponding Intercom Conversation.

• If the tag does not exist in Intercom, it will be created.
• Tags are applied to the most recent message in the Conversation (not to internal notes).
• If a tag is removed in Aircall, it will also be removed in Intercom.

Important: Tags sync only within two hours after the call ends. Tags added later will not be synced.

Supported phone number formats

Below are examples of accepted formats by country. This list is not exhaustive.