How to integrate Intercom with Google Chat to automatically notify Google Chat when a new conversation is created in Intercom

Step 1: Register My Apps with Intercom and Google Chat

Let's register My Apps to connect Intercom and Google Chat with Yoom.
By registering My Apps in advance, automation settings become easier.

First, register My Apps with Intercom.
Click "My Apps" → "New Connection" on the left side of the Yoom screen.
Use the search function to find Intercom or look for it in the list.

The following screen will be displayed, so set the "Account Name" and "Access Token".
For instructions on how to register My Apps with Intercom, please check here.

Next, register My Apps with Google Chat.
Similarly, find Google Chat (OAuth) from the app list or use the search function to search for it.
When the following screen appears, log in to Google Chat.
For detailed setup instructions, please check here.

If Intercom and Google Chat are displayed in My Apps, the registration is complete.

Step 2: Copy the Template

To set up automation, click "Try it" on the banner below.

Read the following screen display and click "OK".

The following screen will be displayed, so check the "Title" and "Description".
If changes are needed, click on the relevant section to make changes.
First, set up Intercom by clicking "When a new conversation is created".

Step 3: Set up the Intercom trigger that initiates the flow and the subsequent Google Chat operation

When the following screen is displayed, check the settings.

• "Title" → Can be freely changed
• "Account information linked with Intercom" → Confirm if it is the account to be used
• "Trigger Action" → When a new conversation is created
  

The following screen will be displayed, so select the "Trigger Interval" from 5 minutes, 10 minutes, 15 minutes, 30 minutes, or 60 minutes.
Note: The trigger interval varies depending on the plan, so please be careful.
Once set, click "Test" → "Test Successful" → "Save".

Next, set up Google Chat by clicking "Notify Google Chat".
When the following screen is displayed, check the settings.

• "Title" → Can be freely changed
• "Account information linked with Google Chat" → Confirm if it is the account to be used
• "Action" → Send a message
  

Please see the following precautions.
To send a message to a Google Chat space, check here.

Scroll down and set the following required items.
Follow the instructions to set up.

Finally, set the "Message Content".
Use the Intercom output to set it up.
Click the arrow in the red frame to display the output.
The following is an example, so set it as desired.
Once set, click "Test" → "Test Successful" → "Save".

Step 4: Turn on the trigger button and confirm the operation of the Intercom and Google Chat integration

Finally, click "Turn on Trigger" to complete the automation setup.
Check if the flow bot starts correctly.

Here is the template used this time.

Other Examples of Automation Using Intercom and Google Chat

There are many other examples of automation using Intercom and Google Chat available in Yoom, so let me introduce a few.

1. When a new conversation is created in Intercom, this flow automatically generates a response using Dify and notifies Google Chat.
This is similar to the template introduced this time, but it includes a flow that automatically generates response content using Dify.
It helps prevent the hassle of thinking about response content for inquiries and reduces the risk of inconsistent responses depending on the person in charge.

2. This is a flow where a user's reply on Intercom is automatically notified to Google Chat.
‍Since the content of the customer's reply is notified to Google Chat, customer support will become smoother.
Manual information sharing is no longer necessary, preventing omissions and errors in sharing.

3. This flow automatically adds conversation information as a task to Google Sheets when a new conversation is created in Intercom.
Since the conversation information from Intercom is added as a task in Google Sheets, it will be easier to review priorities.
By adding task progress to Google Sheets, you can also visualize the progress.

Benefits and Examples of Integrating Intercom with Google Chat

Benefit 1: Share Inquiries Within the Team

To improve the quality of customer support, it is important to accurately share inquiry information.
<span class="mark-yellow">By integrating Intercom with Google Chat and implementing automation to notify Google Chat when a new inquiry is received in Intercom, sharing within the team becomes easier.</span>
For example, even if an employee other than the person in charge handles the inquiry, they can understand the content and respond smoothly.
This automation can prevent delays in response and reduce the waiting time for customers.

Benefit 2: Strengthen Collaboration Between Different Departments

In customer support, collaboration with technical or sales teams may be necessary in addition to the support team.
By automatically notifying Google Chat of inquiry information from Intercom, you can establish a system where the appropriate person can respond.
For example, <span class="mark-yellow">if there is a technical question, the support team can communicate with engineers via Google Chat and provide a response.</span>
This allows for communication to be handled solely on Google Chat, which can also help strengthen inter-departmental communication.

Benefit 3: Prevent Overlooking Customer Inquiries

It is important to prevent missing customer inquiries and to streamline the response process, but manually checking inquiries increases the risk of oversight.
By implementing automation to notify Google Chat of inquiry information from Intercom, you can avoid such risks.
For example, leaving a customer inquiry unattended may lead to customer distrust.
However, <span class="mark-yellow">by automatically notifying inquiries to Google Chat, it becomes easier to identify unattended inquiries.</span>
This may enable a speedy response when inquiries are notified to Google Chat.

Conclusion

Quick response to customer inquiries is one way to build a trusting relationship with customers.
By automatically notifying Google Chat of inquiries from Intercom, sharing within the team becomes easier, and the person in charge can respond quickly.
Additionally, collaboration between different teams, such as customer and technical teams, is strengthened, allowing for appropriate responses to inquiries.
It also prevents manual oversight of inquiries, ensuring reliable responses.
By following the instructions in this article, you can easily implement automation.
Take this opportunity to try automation and streamline your inquiry responses.