About the Intercom category

Intercom
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Questions and answers about connecting WhatsApp, Telegram, Instagram and other messaging channels to Intercom, and running Fin over them.

What belongs here

  • Connecting a channel to Intercom: WhatsApp, Telegram, Instagram, Messenger, SMS, LINE, WeChat, Viber and others, whether through Intercom’s own features, an app from the Intercom App Store, or something you built yourself.
  • How channel conversations behave in the Inbox: assignment, routing, tags, SLAs and reporting.
  • Fin and workflows on messaging channels: what Fin can answer there, when it hands over to a person, and what the customer sees.
  • Starting conversations: messaging a customer first on WhatsApp, templates, and the 24-hour customer service window.
  • Contacts: matching a phone number or channel ID to the right user or lead, and avoiding duplicates.

Questions that get good answers

A specific question that includes your setup gets a far better answer than a general one. These are the kinds of questions this category is for:

  • Can I keep my existing WhatsApp number when I connect it to Intercom?
  • Fin answers on web chat but not on WhatsApp. What should I check?
  • Can a personal Telegram account, not a bot, send and receive messages through Intercom?
  • Every Instagram conversation creates a new lead. How do I match them to existing users?

When you post, fill in the short template: your Intercom plan, the channel and provider, and what you’ve already tried. Add the channel tag so people who know that channel can find your question.

Better asked elsewhere

  • Your own Octopods account, billing or data: contact Octopods support so we can look at your setup privately.
  • Channel questions that don’t depend on Intercom, such as moving a WhatsApp number between providers: post in Cross-platform.
  • Intercom questions with no channel angle, such as Help Center, Series or billing: the Intercom Community is the better place.

Field Answers for Intercom

The Octopods team publishes Field Answers here for the questions we’re asked most often, each with its author and the date it was last checked. Browse Intercom Field Answers.

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