How to integrate Intercom with Microsoft Teams to receive notifications in Microsoft Teams when a new conversation is created in Intercom

Step 1: Integrate Intercom and Microsoft Teams with My Apps

First, integrate Intercom and Microsoft Teams with My Apps.
After logging into Yoom, click "My Apps" on the left side 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 in Intercom and enter the access token you obtained.
After entering the items, click "Add" to complete the integration with Intercom.

Next, search for Microsoft Teams from "+ New Connection".

The Microsoft account sign-in screen will appear.
Sign in with the account you want to use to complete the integration with Microsoft Teams.
*Microsoft 365 (formerly Office 365) has both a home plan and a general business plan (Microsoft 365 Business). If you are not subscribed to the general business plan, authentication may fail.

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

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

Step 2: Load when a new conversation is created in Intercom

Set up to load when a new conversation is created in Intercom.
Click "When a new conversation is created".

On the next page, make sure the correct account is selected under "Account Information Connected to Intercom".
The Title is editable, but do not change the Trigger Action and click "Next".

Let's proceed with the API connection settings.
"Trigger Interval" can be selected from 5 minutes, 10 minutes, 15 minutes, 30 minutes, and 60 minutes.
*Please note that the shortest activation interval varies depending on the plan.
After selection, click "Test".

In the output, confirm that the latest conversation data has been retrieved and click "Save".

Step 3: Send a message to Microsoft Teams

Next, set up to send a message to Microsoft Teams.
Click "Notify Microsoft Teams".

Optionally edit the Title and check that the correct account is selected under "Microsoft Teams Account information linked with", then click "Next".

Let's proceed with the API connection settings.
For "Team ID" and "Channel ID", click the input field and select the notification destination from the displayed options.
The "Message" can be edited as desired. Clicking the input field allows you to quote information from Intercom. This time, we included "Subject", "Message Content", and "Priority" in the message content.
Also, if you want to insert a line break, please enter <br>.
If you want to mention or attach files in the message, please refer to the annotations for settings.

At the bottom of the page, there are settings for "Mention Information" and "Attachment Information".
If you want to mention or attach files in the message, please refer to the annotations for settings.
After setting each item, click "Test" and check if the message has been sent to Microsoft Teams.
Once you confirm it was sent without issues, click "Save".

Finally, click "Turn on Trigger" to complete the flow setup!
Now, when a new conversation is created in Intercom, you will be notified in Microsoft Teams.

Other Automation Examples Using Intercom and Microsoft Teams

There are many other examples of automation using Intercom and Microsoft Teams in Yoom, so let me introduce a few!

1. When a new conversation is created in Intercom, create a response in Dify and notify Microsoft Teams

Based on the conversation in Intercom, the response created in Dify is notified to Microsoft Teams and efficiently shared within the team. This allows for quick understanding of the inquiry content and response options, supporting smooth information sharing and customer response.

2. Notify Microsoft Teams When a User Replies on Intercom

By notifying Microsoft Teams of user replies on Intercom, team members can quickly check the situation. This is expected to prevent missed responses and enable appropriate follow-up.

3. Add conversation information as a task to Microsoft Excel when a new conversation is created in Intercom

Based on new conversation information in Intercom, tasks are automatically added to Microsoft Excel, contributing to more efficient management. This may make task organization and progress tracking easier.

Benefits and Examples of Integrating Intercom with Microsoft Teams

Benefit 1: Streamlining Customer Support

By receiving notifications in Microsoft Teams for conversations created in Intercom, the entire support team is expected to have an easier time understanding the situation.
Implementing this system will support individual team members in reviewing conversation content and quickly initiating customer support.
This effect is expected to be even more pronounced when inquiries cover a wide range of topics or come through multiple channels.
Additionally, the notification feature in Microsoft Teams will make it easier to prioritize responses, ensuring smooth workflow progression.

Benefit 2: Enhancing Team Collaboration

Sending notifications to Microsoft Teams when a new conversation is created in Intercom is expected to facilitate smooth information sharing with other departments.
For example, by immediately sharing a customer's technical inquiry received by the support team with the technical department, collaboration towards problem-solving may proceed smoothly.
Furthermore, it supports the sales team in accurately understanding customer needs and reflecting them in future marketing activities, fostering cross-departmental cooperation.
By leveraging conversation information from Intercom in this way, it is expected to improve the overall response capability within the company, contributing to enhanced customer satisfaction.

Benefit 3: Prioritizing Inquiry Responses

The system of quickly checking all inquiries through Microsoft Teams notifications may be helpful in determining response priorities.
For instance, it is expected to distinguish urgent issues, such as customers reporting technical problems with products or inquiries about contracts, from other general questions, allowing for prompt responses.
This support enables responses with a sense of urgency appropriate to the inquiry content, efficiently utilizing time and human resources.
As a result, it is expected to reduce the workload on the team while maintaining the quality of customer support.

Conclusion

In customer support, responding quickly to new inquiries required manually and swiftly checking related information.
However, during multiple customer interactions or multitasking, manual information verification might have felt cumbersome.
By utilizing the integration of Intercom and Microsoft Teams introduced in this article, efficiency in customer support and information sharing between teams is supported.
Yoom's app integration can be easily implemented without programming. Why not take this opportunity to utilize app integration to aim for improved productivity and customer satisfaction in your operations?