Generating leads with Intercom

Generate more leads from your website with live chat for sales.

Lisa McMahon avatar
Written by Lisa McMahon
Updated over a week ago

You can turn more visitors into qualified leads and convert them into customers, at scale. Read on for more details: 

What you can do with the Intercom Platform 

Define the data you need to qualify your leads  

We’ve added a new customizable qualification section to your lead and user profiles, allowing you to capture key information about them, like company size, industry and more:

You can choose exactly what’s included here. To choose the data that appears here, go to your qualification data settings and select ‘Add data.’ You can either:

What can you do via the Help Desk?

Automatically qualify your leads

You can automatically captures the details you need to have meaningful conversations with your leads, which saves your team time. Just visit the 'Qualify leads' section of your ‘Automation > Basics’ and choose up to four pieces of data to collect:

Then, when a lead gets in touch, Fin asks them for their qualification data:

You can also create workflows to automatically qualify leads, assign them to a specific team, tag them so you can add them to series and/or send them to Salesforce

To create leads in Salesforce, you’ll need to connect your Salesforce account to Intercom.

Assign leads to the right team

Once you select ‘Assign to’ you’ll see the option to assign to a specific team, like your VIP sales team. The conversation will then be assigned based on team's assignment method:

Manually qualify your leads as you chat

As your sales team chats to your leads and gathers new qualification data about them, they can manually add it to each lead’s qualification profile in the Help Desk:

Your team can see each lead’s qualification status too. Teammates can add and edit any data they add - just click on the data in your lead's qualification profile:

Nurture your leads faster by sharing apps 

You can book meetings, join video calls and more, by sharing apps with your leads as you chat:

With Messenger apps, it's easy for your leads to take key actions during conversations, so you can convert them into customers faster. Sharing apps via the Help Desk is easy, just git Command+K and search for the app you want to send to your lead.

Track and optimize your sales team’s performance

Leads report shows you the value of live chat for your business, so you can prove and improve your ROI. 

You can see:

  • How many new leads your sales team has generated.

  • Your team's first response time to leads.

  • How many qualified leads you’ve sent to Salesforce and more:

Quickly get context on your leads’ latest conversations 

You can also see the last 3 conversations a lead or user had with any of your teammates. This gives you faster context when answering questions. Just select a conversation to quickly view it in a lightbox:

What can you do with Proactive Support?

Send action-based messages to visitors 

You can send targeted messages to visitors, and add buttons for clearer call to actions:

Send important messages to visitors as posts 

And you can send important announcements for your visitors as posts to capture more attention:

Capture visitor email addresses with dynamic messages 

Now, it’s easy to capture visitor email addresses from targeted messages you send. When you create a visitor message, just select ‘email collector’ as your response type:

The email collector is only available for ‘chat’ style messages sent in full. This is not supported on mobile.

To incentivize visitors to give their email, offer them something valuable in return. For example, a link to a webinar you’re hosting or other exclusive content, like an ebook.

When someone enters their email you can then choose that Fin qualifies the lead further based on your Task Bot 'Qualify leads' workflow found in ‘Automation > Basics’:

And, once you send a message, you can check your stats to see how many emails it collected. 

Target your ongoing messages by referral URL

We’ve made it easy to target visitors who arrive on your website after clicking a link from a specific site. For example, if you’re offering people a discount on ProductHunt to try a new feature, you can send a message to anyone who arrives at your site from that link:

When choosing your audience, just select ‘Referral URL’ as your rule, then add your link. 

Optimize your messages to visitors

You can A/B test your messages to visitors to help you fine tune your content to capture more leads:

What can you do with Help Desk and Messages? 

Choose who can see the Messenger for higher quality conversations

You can chat to more of the leads you want to by only displaying the Messenger to specific visitors based on page, behavior, location, Clearbit Reveal data and more. 

Under ‘Control inbound volume’ in your Messenger settings, select ‘Visitors’. Then choose ‘Visitors who match certain data’ and choose which types of visitors you’d like to show the Messenger to:

Send qualified leads to Salesforce 

Our Salesforce integration already helped you capture, nurture and convert leads. Now you can send qualified leads to Salesforce and keep your data in sync:

It’s easy to map your Intercom qualification data to specific Salesforce lead fields. Just visit your Salesforce integration settings page and select a Salesforce lead field for every piece of Intercom qualification data you’ve added:

Integrate with Clearbit Reveal to target high value prospects 

Once you connect your Clearbit Reveal account to Intercom, you’ll see powerful company data, like the number of employees in a visitor’s company, the amount they raised in funding, and more. You can use this data to:

What you can do with the Messenger?

You can capture and qualify leads faster by adding apps to your Messenger home:

For example, you can use the Get a Demo app to let visitors and leads request a demo with your sales team. You can also use the Content Showcase app to engage your visitors with a specific blog post or page.

You can learn more about customizing your Messenger here.

Check our plans and pricing to add this to your subscription.

Do you have a contact form? You can route form submissions into Intercom using our REST API, to have those messages appear in your Help Desk. At the same time you can create a user if they don't already exist.

A Ruby example is included below, but the same logic is applicable to any other language, and it can be set up for both users and leads:

 def send_contact_form_to_intercom(email, name, message)  
user = Intercom::User.find(:email => email)
rescue Intercom::ResourceNotFound
user = Intercom::User.create(:email => email, :name => name)
:from => {
:type => 'user',
:email => email
:body => ("VIA THE CONTACT FORM:\n\n" + message) }

Additionally, we have REST API docs that might help (in particular the Creates a conversation section), as well as some integrations for forms through Zapier and Messenger apps for surveys in our App Store.

What’s next?

Get started with these new features: 


Need more help? Get support from our Community Forum
Find answers and get help from Intercom Support and Community Experts

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