How to integrate Intercom with Google Chat to receive notifications in Google Chat when a user replies in Intercom

Step 1: Integrate Intercom and Google Chat with My App

First, integrate Intercom and Google Chat with My App.
After logging into Yoom, click on "My Apps" on the left side of the page and search for Intercom from "+New Connection".

For "Account Name", enter the email address registered with Intercom.
For "Access Token", refer to How to Register My App with Intercom and enter the acquired access token.
After entering each item, click "Add" to complete the integration of Intercom with My App.

Next, search for Google Chat from "+New Connection".
*Integration with Google Chat is only possible if you have a Google Workspace subscription. For details, refer to here.
*If two apps appear in the search results, click on Google Chat (OAuth).
*The integration of Google Chat (OAuth) is explained here.

Click "Sign in with Google".

Enter the "Client ID" and "Client Secret" obtained from Google Cloud Platform.
Then, click "Register" to complete the registration of Google Chat with My App.

Next, proceed with the setup using the Flowbot template.
Log into Yoom and click "Try it" on the banner below.

"Template has been copied!" will be displayed, so click "OK" to complete the copy.

Step 2: Receive User Replies from Intercom

Set up to receive user replies from Intercom.
Click "When a user replies in a conversation".

On the next page, check the "Account information linked with Intercom".
The title can be edited, but do not change the trigger action and click "Next".

‍

Next, set up the Webhook.
Copy the displayed Webhook URL and set it in the Intercom admin panel.
Then, reply from a user in Intercom for testing and click "Test".

Check if the information can be retrieved from Intercom in the output, and if there are no issues, click "Save".

Step 3: Notify Google Chat

‍

Next, set up notifications for Google Chat.
Click "Notify Google Chat".

Edit the title as desired and check the account information, then click "Next".

‍

Set up the API connection.
For "Space ID", enter the string after "/space/" in the Google Chat URL.
For "Key" and "Token", enter specific strings from the Webhook URL obtained from "Space Name > Manage Webhooks".
For "Key", enter the string after "key=" in the Webhook URL.
For "Token", enter the string after "token=" in the Webhook URL.
The "Message Content" can be set freely. Click the input field and select the content you want to notify from the displayed options.
This time, we set content including "Username" and "Message".
Once the setup is complete, click "Test".
After testing, confirm that the message was sent to Google Chat and click "Save".

Finally, click "Turn on Trigger" to complete the setup for the flow operation. Now, when a user replies in Intercom, a notification will be sent to Google Chat.

Other Automation Examples Using Intercom and Google Chat

There are many other examples of automation using Intercom and Google Chat on Yoom, so here are a few to introduce.

1. When a new conversation is created in Intercom, generate a response with Dify and notify Google Chat

This flow automatically generates a response based on the conversation created in Intercom and notifies Google Chat using Dify. This helps reduce the preparation effort in customer support and allows for a smoother start to the response.

2. Notify Google Chat when a new conversation is created in Intercom

This flow notifies Google Chat of new conversation information from Intercom. It helps you immediately understand the status of responses. As a result, it prevents missed responses and is expected to improve work efficiency.

3. Create a contact in Intercom when the status is updated in Google Sheets

This flow automatically registers a contact in Intercom based on updates in Google Sheets. It helps reduce the effort of manual input and supports efficient management while maintaining data consistency.

‍

Benefits and Examples of Integrating Intercom with Google Chat

Benefit 1: Streamlining Customer Support and Reducing Workload

By implementing a system that triggers notifications in Google Chat from user replies in Intercom, you can expect a reduction in the time and effort required for customer support.
Traditionally, customer support required checking emails or chat tools frequently, but with this integration, user replies are automatically notified in Google Chat, helping prevent missed responses and shortening response times.
As a result, representatives can efficiently handle customer support while having more time to engage in other tasks, leading to smoother operations.
This is particularly beneficial for customer support departments that handle a large number of inquiries daily, as it helps reduce workload.

Benefit 2: Promoting Information Sharing Among Teams

The system that notifies Google Chat when a user replies in Intercom is expected to enhance the efficiency of information sharing.
Normally, sharing response details requires meetings or individual communications, but with this system, team members other than the representative can timely grasp the status of customer support in Google Chat.
This reduces the likelihood of information leaks in support tickets involving multiple departments or representatives, leading to strengthened collaboration in customer support and quicker problem resolution.
Additionally, smoother information sharing is expected to support improved team performance.

Benefit 3: Streamlining Storage and Management Tasks

The integration of Intercom and Google Chat supports efficient management of user reply information in customer support.
Since reply data from customers is automatically notified in Google Chat, it allows for centralized recording of history and easy reference when needed.
Using this system is expected to reduce the effort of individually searching for response history or recording conversations.
Moreover, it is anticipated to be useful in identifying customer needs trends and issues based on the stored reply data.
As a result, it helps prevent missed responses while improving work efficiency.

Conclusion

The integration of Intercom and Google Chat supports the streamlining of customer support, improvement of information sharing within the team, and simplification of data management.
Additionally, by preventing missed responses through notifications, it is expected to enhance the reliability of the company.
Tasks that were previously done manually can now be automated through app integration, proving particularly effective in environments that require multitasking.
Yoom's app integration can be easily implemented without programming. Take this opportunity to experience improved work efficiency.