How to integrate Intercom with Salesforce to update the Salesforce contact object when a new conversation is created in Intercom

・Integrate Intercom and Salesforce with My Apps

(1) First, connect Intercom to My Apps.
After logging into your Yoom account, click "My Apps" on the left panel and search for Intercom from "New Connection".

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(2) Click on the Intercom app icon that appears.

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(3) Enter the "Access Name" and "Access Token", then click [Add].
This completes the connection to Intercom.
For more details on how to integrate Intercom with My Apps, please check this page.

(4) Next, let's connect Salesforce.
Search for the Salesforce app icon and click it, following the same steps as before.

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(5) You will be redirected to the Salesforce login screen. Enter your "Username" and "Password", then click [Login].
※ Salesforce is an app available only with the Team Plan and Success Plan. If you are on the Free Plan or Mini Plan, operations and data connections set with Flowbot will result in errors, so please be cautious.
※ Paid plans like the Team Plan and Success Plan offer a 2-week free trial. During the free trial, you can use apps that are otherwise restricted.

After clicking, you will be redirected to the My Apps screen of your Yoom account with the two apps added.
Now, both apps are connected to your Yoom account.

・Copy the Template

Once you have confirmed that the new connection of the target app to your Yoom account is complete, click the icon for "Try this template" below.

The template will be copied, so click the "OK" button.

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Move to the "My Projects" screen of your Yoom account and check the template content.

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There are three setup flows.

・Intercom Startup Settings

(1) First, set up the Intercom app trigger.

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From "My Projects" on the left side of your Yoom account screen, click "【Copy】Update Salesforce Contact Object when a new conversation is created in Intercom".

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After clicking, the template content will be displayed as shown in the screen below.

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(2) Click the first step "When a user creates a new conversation".
(3) Enter the account information to be linked and click [Next].

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(4) On the next screen, you need to copy the Webhook URL and set it in the management screen.
After sending the Webhook event or executing the trigger event, click [Test].

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(5) If there are no issues with the test, click [Save].
In this step, you can obtain the following information as output.
The output information can be quoted and utilized in the subsequent steps, as noted by "This value can be used in other operations."

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・Salesforce Settings to Update Contact Object

(1) Next, click the second step "Retrieve Contact Object Record".

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(2) Enter the account information to be linked and click [Next].

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(3) On the next screen, enter information in the "Contact ID" and "My Domain URL" fields according to the annotations.

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(4) After entering the information, click [Test], and if there are no issues, click [Save].

(5) Finally, click the third step "Update Contact Object Record".

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(6) Ensure that the account information to be linked is entered, and click [Next].
(7) On the next screen, enter information in the "Contact ID".
By clicking the input bar, you can quote the output obtained in the previous step.

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(8) In this flow, specify the "Field to Update" as the email address (select from the dropdown) and quote the [User's Email Address] obtained in the first step as the "Value".
If you want to add more record information to update, click '+Add Record Information to Update' to add settings.

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(9) After entering the information, click [Test], and if there are no issues, click [Save].
This completes the setup.

・Turn ON the Trigger and Confirm Operation

By clicking the red-framed part "Turn ON Trigger" on the screen below, the flow bot will automatically start.

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Here is the template used this time

Other Automation Examples Using Intercom and Salesforce

Here are some examples of automation using Intercom and Salesforce available in Yoom.

Register a Lead in Salesforce Lead Object When a New Conversation is Created in Intercom

This flowbot is recommended for those who use Salesforce for lead management.
By reducing manual work, you should be able to streamline the process up to lead registration.
Since conversation information and lead information are automatically linked, it will enhance efficient information sharing within the team.

Add conversation information as a task to GitHub when a new conversation is created in Intercom

You can add Intercom conversation information to GitHub as a task.
By eliminating the hassle of adding tasks to GitHub after customer support, you may be able to manage tasks more efficiently.

Notify Slack When a User Replies in Intercom

With an automated flow, you can centralize customer support and team communication, which can also lead to increased transparency in operations.
Automatic notifications of customer replies might eliminate the need for manual checks.

Benefits and Examples of Integrating Intercom with Salesforce

1. Facilitates Smooth Team Collaboration

Whenever a new conversation is created in Intercom, the contact object in Salesforce is automatically updated, making it easier for team members to access the latest information.
For example, when an inquiry is received on Intercom, if there is a lot of information, it might take time to reflect this in Salesforce and share it with the team.
Automation allows inquiry details to be quickly reflected in Salesforce, enabling representatives to access customer information promptly, which may lead to more effective follow-ups with customers.

2. Maintains Accuracy of Managed Data

Using multiple apps increases the amount of data handled, making it challenging to maintain data accuracy.
By integrating Intercom with Salesforce to automate customer information updates, you might eliminate the need for manual data entry.
For instance, traditionally, inquiry details had to be manually entered into Salesforce, and forgetting to update could lead to data discrepancies.
This integration allows Intercom information to be automatically reflected in Salesforce, potentially preventing such issues from occurring.

3. Reduces the Effort of Update Tasks

When recording Intercom inquiry details in Salesforce, several steps are required to reach the relevant page or item.
This integration is expected to reduce the time and effort spent on such update tasks.
For example, even if notified of account data updates in a conversation created in Intercom, you won't need to access Salesforce specifically to perform update tasks.
This may allow you to allocate freed-up resources to other tasks.

Conclusion

The integration of Intercom and Salesforce introduced here could be a useful tool for achieving efficiency in customer interactions and improving data management accuracy.
This automation minimizes manual data update tasks, potentially saving time and effort previously spent on these tasks.
It also promises to reduce the burden on staff.
Moreover, sharing the latest and most accurate information across the team can lead to improved customer satisfaction.
Experience automation through app integration by utilizing Yoom.