💡 Aircall has released new updates to the Intercom integration. These updates add additional customization and flexibility, helping sales and support teams tailor the integration to their business needs.
Customizable Insight Cards for Contacts
Insight Cards for Contacts are now customizable from the Integrations Settings page in the Aircall Dashboard.
Admins can select up to 5 contact details to display on Insight Cards. Any field from an Intercom contact profile can be displayed, including custom fields.
Sync Tags to Intercom Contacts
Aircall admins can now choose whether to sync Aircall tags to an Intercom conversation, an Intercom contact, or to nothing.
If an admin chooses to sync Aircall tags to an Intercom contact, tags will sync under the custom field “Aircall tags” on an Intercom contact profile.
Any number of Aircall tags can sync to this field.
⚠️ Please note: If an agent has a call with the same contact and selects new Aircall tags, those new tags will replace the old tags. If the agent does not select any Aircall tags on the second call, the old Aircall tags will remain in place.
If admins choose to sync Aircall tags to Intercom contacts, they can use those tags within Intercom automations. For instance, Aircall tags can be used to segment audiences in outbound campaigns, including Intercom Surveys, Intercom Series, and more.
💡 Because Aircall tags can be replaced when new tags are selected, we recommend using Intercom tags for permanent attributes (e.g. VIP Customer) and Aircall tags for temporary attributes that change based on customer interactions (e.g. Engaged).
Admins can also select “Aircall tags” as one of the five details to display on Insight Cards for Contacts. This will show Agents which Aircall tags are currently applied to a contact, so they can better understand the last customer touchpoint before applying new tags.
⚠️ Please note: Aircall tags do not work in Intercom Inbox Rules. We are currently investigating a solution.
With our new Intercom integration, SMS messages will now be able to be logged to new or existing conversations.
Tags left on calls will now sync to Open or Closed conversations.
Improved Call Logging
Previous behavior: Calls could only be logged to new Open or Closed conversations.
Users will now be able to choose if they want calls to log to a new conversation or the most recent open conversation. They will also be able to choose if these conversations log as Open or Closed. Users will also be able to choose separate options now for Missed Calls with Voicemails and Missed Calls without Voicemails.
Improved Call Assignment
Previous behavior: Missed calls and Voicemails were automatically assigned to the Admin who set up the integration. Calls stay assigned to the user who initially made/received the call, meaning if the call was transferred to another user, or was assigned in one of Aircall's Phone apps to another user, that would not be reflected in Intercom.
New Conversations that are made for Missed Calls or Voicemails will now be left unassigned. This will allow Users to trigger inbox rules within Intercom to appropriately assign these types of calls to the Users/Teams they think are best.
Conversations in Intercom for Calls will now be assigned to the appropriate user based on transfers/assignments. If a call is successfully transferred to another user, or is assigned to another user in the Phone App, the Intercom Conversation will also be assigned to the new user.
Improved Insight Cards
Previous behavior: Insight Cards provided only a link to the contact page in Intercom.
Insight cards will now provide a link to the contact page, as well as the name of the contact and the contact type (User or Lead).
Additionally, Conversation information will now be shown in new Insight cards. Users will be able to see a link to the most recent Open Conversation, or the most recent Closed Conversation if there are no Open ones, along with the Status and the Owner of the Conversation (with the Owner's current availability if they are an Aircall User).
Improved Contact Creation
Previous behavior: Calls to/from numbers that are not saved in Intercom could only be set to create a new Lead or nothing.
Users will now be able to choose to create a new Lead, a new User, or nothing. This option will apply to both calls and SMS messages to/from numbers that are not saved in Intercom.
Still in need of assistance? Please feel free to reach out to the Support Team and we’ll be happy to assist!