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  • Writer's pictureTejkaran Singh

No Code Salesforce and Intercom Integration

Strong customer relationships are more vital than ever. The volume and nature of internet commerce and increased client demands make establishing and maintaining those ties challenging. Intercom is a Conversational Relationship Platform (CRP) that lets you identify who is using your product and makes it simple to engage with them. It allows you to track and filter your business data. the pattern you can engage with your customers through behavior patterns alerts, targeted content, and intelligent assistance.

Integrating Intercom with Salesforce can improve campaign targeting, convert more leads, and design better customer experiences while keeping data synchronized.

Let's have a look at the benefits of Salesforce and Intercom integration along with the No Code integration process;

Perks of Salesforce and Intercom Integration

Easily send leads and conversations to Salesforce.

Put more effort into conversion and less action into duplicating.

Create leads automatically.

The operator bot syncs data with Salesforce and sends qualifying leads there.

Create leads with one click.

Easily convert every Intercom lead into a Salesforce lead with just one click.

Automatically generate tasks from the dialogue.

Chats and notes should be entered as Salesforce tasks under the appropriate lead, contact, and opportunity.

Keep Salesforce up to date.

Sync lead information from Intercom to the fields of your choice in Salesforce continuously

Using Salesforce data, initiate lead nurturing initiatives.

Keep leads warm by automatically adding them to targeted, customized nurturing programs based on Salesforce data.

Conversations are automatically routed to the relevant teams.

Automatically assign conversations and segment leads based on Salesforce data such as owner, status, and more.

Get a detailed picture of every lead's path.

View all relevant discussions with a lead in Salesforce so you can pick up the sale where it left off.

Create and manage cases automatically.

Maintain the efficiency of your support team by automatically creating or updating Salesforce cases from your Intercom discussions.

Integration Process

  • Look for "Salesforce" on the AppStore.

  • Select "Install Now" from the menu. Intercom automatically matches your leads and contacts with equivalent ones in your Salesforce account. When installing Salesforce, you can use the option to "Install using sandbox" if you first want to verify your integration.

  • After installation, you can map the qualification information you wish to sync between Salesforce and Intercom. You can perform custom qualifying by choosing the relevant Salesforce field.

Access Lead or User's Salesforce Data from Inbox

  • You can add a lead or user's Salesforce data to your inbox and access it while speaking with that lead.

  • Select "Customize" from the Detail section's drop-down menu on the right side of your screen.

  • Select "Salesforce" from the drop-down menu after clicking "+ Add "more."

  • While interacting with them, you may view their Salesforce accounts, contacts, and opportunity data. Using the drop-down, you can switch between opportunities if you have more than one.

  • You can choose "Open in Salesforce" to view all of the lead or contact details in Salesforce.

Leads integration with Intercom and Salesforce

  • Next, pick which lead you wish to send by clicking "Add data."

  • To assign a label to this lead source, click the Salesforce button that says "Create a Lead." Your sales and marketing campaigns will be boosted by it and show up in Salesforce.

  • Anyone who responds when you establish an ongoing message for the visitor with an email collector will become your lead in Intercom.

  • Using Intercom's email collector, create a running message.

  • Create a lead in Salesforce by selecting "Add Action" from the drop-down menu.

  • Choose "chat" as the message type, "email collector" as the response type, and "full" when sending the message.

By following these steps, you can create a Salesforce Lead by hand

  • You can choose to create a lead by selecting the "Create Lead" button in the bottom-left corner of the screen if you are conversing with information in Intercom and Salesforce in the conversation details.

  • The lead profile and a link to the lead in Salesforce are displayed by the Salesforce app.

  • Whenever a new lead is generated in Salesforce utilizing the Intercom inbox, the Intercom owner will automatically change to the Salesforce owner.

  • To maintain lead and account ownership up to date, Intercom will automatically map your Salesforce users to their Intercom coworkers. The owner assigned by Salesforce will appear when you hover over the lead owner in Intercom.

  • To the Salesforce lead fields, you can map qualifying lead, user, and corporate attributes. Additionally, you'll be able to make changes to your Salesforce fields without ever leaving Intercom.

  • For each eligible piece of Intercom data you have contributed, go to your Salesforce App Settings and choose a lead field.

  • By choosing the clear option, you can delete the mapped field. Unmapped or removed characteristics are not taken into account.

Send conversations as tasks using the Intercom and Salesforce integration

  • The Salesforce activities list automatically creates a task for that lead or contact whenever a discussion begins with them. Upon conversion completion, the task is updated.

  • By default, it is on. The Salesforce App Setting allows you to turn it off. After each conversation, you must update the transcript. The ability to output emojis and images as URLs is available.

  • Select "New Salesforce task" by hovering your cursor over a note or message in your inbox and clicking the three dots.

Create a Salesforce case based on Intercom conversations.

  • If an Intercom lead or user already exists in Salesforce as a contact, the number of open cases will be visible in the Contact tab.

Follow these steps to create a new case for contact in Salesforce

  • Click 'New Case,' then enter the case information.

  • Click the 'Create Case' button.

  • Follow these steps to specify which fields must be sent from Intercom when creating a case:

  • Navigate to Intercom's App Store.

  • Select the Salesforce App and then click the 'Settings' button.

  • The fields that are displayed when you create a case in Salesforce can be customized under the "Conversations" page. An asterisk (*) appears in front of each necessary field. The name of the user who installed the Salesforce App in Intercom is used in Salesforce to fill in the "Case owner" and "Created By" fields.

Intercom Using Salesforce data in Intercom through integration.

  • You will initially search for leads or users who share the same email address when you connect to Salesforce. Salesforce data will then be sent to the profiles of those users and leads. As custom characteristics, the data will show up in Intercom. Using it, you can assign chats and send certain instructions.

Hence, every few minutes, Salesforce updates your data in real time. Depending on the amount of data, the first sync may take several hours. You will be notified when the sync is complete.

This is how seamlessly the integration between two platforms can be done. If you are on the lookout for such effective and productive third-party integrations with Salesforce, get in touch with our seasoned experts at Apphienz. Visit our website to learn more about us and write to us at incase of any queries.


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