Intercom and SmartChat: contacts, tags and notes in sync.
Connect Intercom in the AI Chat. Then SmartChat matches contacts and reaches out to them on WhatsApp.
Connect Intercom: three steps, one window.
You only type your Intercom password at Intercom.
You write it in the AI Chat
You write in the AI Chatthat you want to connect Intercom. A card with a button appears.
AI ChatConfirm at Intercom
In the sign-in window, you choose your account and allow access.
IntercomAutomations can get going
Now they can carry out actions in Intercom, such as creating contacts or adding tags.
Connected
Three contacts,three stories.
Every business uses Intercom to manage contacts. SmartChat keeps in touch with them on WhatsApp.
Anyone interested in a trip gets a reply and a tag.
Customers find out when their gear is ready.
Customers get care tips that match their purchase.
This is how you describe what should happen.
Short sentences are enough. SmartChat AI builds the automation and shows it to you.
- 1
Occasion and message
You say what happens and what the contact should read.
As soon as a new contact is created in Intercom, welcome them on WhatsApp. - 2
Add something in Intercom
At the same time, the automation can note something in Intercom.
Add a tag to every contact who replies to the welcome message. - 3
Double-check
You see every step of the automation before it starts.
Show me the automation before it runs.
The path from Intercom to the message.
Intercom reports events to the secret webhook address of an automation. If it can't send itself, Make, Zapier or n8n steps in.
Something happens in Intercom
A contact is created or a conversation changes.
IntercomThe webhook address receives
Phone number and fields arrive at SmartChat.
webhookContact is matched
SmartChat finds the contact by their number and only creates them if they don't exist.
MatchingWhatsApp goes out
It sends the approved template with the details from the event.
Template
The message on the screen of your contacts.
On time
The message goes out as soon as the event reaches SmartChat.
Approved
Outside the inbox, SmartChat only uses templates that Meta has reviewed.
Replies come to you
Whatever the contact writes back is in the inbox.
What automations in Intercom are allowed to do.
The connection's docs list many actions. Here's a selection that fits contacts and conversations.
- Create every new WhatsApp contact in Intercom if they don't exist there yet.
Create contact
Creates a contact. Matching prevents duplicates.
- Find the contact by phone number before you change anything.
Search contact
Searches by role, email address, name or attributes.
- For contacts who answer the survey, save their answer.
Change contact
Updates a contact's details.
- Add every reply to the follow-up message as a note on the contact.
Tag and note
Adds a tag or a note to a contact.
- Close the conversation in Intercom as soon as the contact has written thanks.
Start or close a conversation
Creates conversations, replies in them, assigns them and closes them.
- Create a ticket when someone reports a complaint.
Create a ticket
Creates tickets and searches them.
A follow-upthat doesn't feel pushy.
Anyone who hasn't been active for a while gets a short, helpful message. An automation can measure the time since the last activity on its own.
Contact management then and now.
Without a connection
- Contacts are maintained twice: once in Intercom and once in the chat.
- A note only gets written when someone has time.
- Anyone who hears nothing for a long time gets forgotten.
- Everyone adds tags based on gut feeling.
With Intercom in SmartChat
- Matching by phone number prevents duplicate contacts.
- An automation adds tags and notes for you.
- Follow-ups run on the schedule you set.
- Replies are in the inbox ready for your team.
Things you'll want to ask about Intercom.
How do I link Intercom with SmartChat?
Write in the AI Chatthat you want to connect Intercom. SmartChat AI shows a card with a button. It opens Intercom's sign-in window, where you choose your account and allow access.
Who sees my Intercom password?
Nobody but Intercom. You only enter it in their sign-in window.
Does SmartChat automatically reply to conversations in Intercom?
No, we don't promise that. An automation can carry out actions you set, for example create a contact, add a tag or reply in a conversation, and reach out to your contacts on WhatsApp.
How do events from Intercom get to SmartChat?
Every automation with the trigger "Event from an app" gets a secret webhook address. Intercom or a tool like Make, Zapier or n8n sends to it.
What happens if a phone number is missing?
Then SmartChat can't send a WhatsApp and skips the step.
How does contact matching work?
SmartChat searches Intercom by phone number or email address and creates or updates the contact.
Can I have tags and notes added?
Yes. According to the connection's docs, there are actions that add a tag to a contact and create a note on a contact.
Can tickets be created in Intercom?
Yes, the docs list an action for creating a ticket and one for searching tickets.
Can I close or assign a conversation?
Both are listed as actions in the docs. You describe the goal, SmartChat AI picks the action.
Are both systems always in sync?
No. SmartChat works with incoming events and with actions your automation carries out. There's no ongoing two-way sync.
Who can build automations with Intercom?
Only admins work with SmartChat AI for this. You see the automation before it runs.
How many automations can I create?
The automation with Intercom is an extra one. Free and Starter only offer the fixed automation for new contacts, Basic three (one of them fixed), Pro as many as you like.
What do I pay?
Free costs nothing, Starter costs €299, Basic €499 and Pro €999 a month, each plus VAT. Sending and every run of an automation need no credits. You can find Meta's fees for messages here.
Why are they templates?
Outside the inbox, Meta only accepts templates that have been reviewed and approved. SmartChat AI writes them and submits them for you.
What does STOP do?
Anyone who writes STOP is unsubscribed right away and gets no more messages after that.
Stay in the conversation. In 60 seconds your system is ready.
Enter your website and SmartChat AI builds your landing page, confirmation and thank-you message in 60 seconds. You connect Intercom afterwards in the AI Chat.