It's easy to chat to and qualify your Intercom leads in Slack, and get notified about any activity, with our two-way app. You can:
- Get notified in Slack when a new lead starts or replies to a conversation, converts to a user in Intercom, and more.
- Reply to your leads and users, add teammates to a conversation, add notes and close conversations from Slack.
- Update your leads’ key qualification details in Intercom with a simple Slack command.
Here’s how to get started:
Integrate with Slack
First, go your app store and click on the Slack app:
Then, click ‘Install now.'
Next, sign into the Slack account you’d like to integrate, and authorize Intercom’s access to Slack.
Note: A Slack owner or admin should install the app, to ensure you have the right permissions to connect with Intercom.
Once you're set up, here's how to set up notifications for your customers' activity in Slack.
Get Slack notifications for your leads' activity
You can create Slack notifications for your leads' activity and send them to specific Slack channels. You can choose to get notified when:
- A lead converts to a user.
- A new company is created.
- A lead or user starts or replies to a conversation in a specific inbox, or replies to an auto message, and more.
To create a new notification, click 'Add notification' in your Slack app settings.
Then, choose the activity you'd like to be notified about and what Slack channel you'd like them to go to:
Note: You'll need to create the Slack channels you'd like to use in Slack first, so you can send notifications to them.
You should set up notifications for important lead activity, so you don’t miss any new or developing opportunities. For example, your sales teammates could choose to get notified of conversations from their ‘VIP leads’ inbox in a specific Slack channel (e.g. #vip-sales). This means you’ll find out directly in Slack when your best leads start a conversation or reply to you in Intercom.
Note: You can only send notifications to public Slack channels - you can’t send them as direct messages to one person or to private channels on Slack. You’ll need Intercom Inbox to create notifications for team inboxes.
Reply to conversations
Once you’ve set up Slack notifications for Intercom conversations, they’ll appear in the Slack channel you selected. For example, you might assign all conversations from your ‘VIP sales’ inbox in Intercom to a specific Slack channel, like ‘#vip-sales':
If you’ve chosen to get notified about new conversations, you'll receive a notification for each new or re-opened conversation from a user or lead, with details like their name and company.
To reply to a conversation, just click on 'Reply in Channel':
This conversation will now open in a new channel that’s named after the lead:
Note: The Admin who installed the Slack App will be added to the channel, as its creator.
Anything you write in this channel will send as a reply to your lead in Intercom. You can also send emojis, attachments and gifs as normal. Your Slack replies will be visible in your Intercom inbox, and vice versa.
Important: If you'd like all teammates to be able to reply to and close Intercom conversations in Slack, you'll need to set your permissions in Slack to allow everyone create channels and archive Slack channels.
Here’s what we don’t support in replies:
- Messages written in Slack threads or as comments on files.
- Custom Slack emojis.
- Gifs generated by Slack or third party apps (like Giphy) will not send to your leads.
- Edited Slack messages - if you edit a message in Slack after you send it, it will not change the message your Intercom lead receives.
Qualify leads from Slack
Once you start chatting to your leads, you can easily qualify them in Slack too.
Simply use the command /qualify to view and edit your lead’s qualification data, or click the ‘Qualify’ button under your lead’s conversation:
Your lead’s first five qualification attributes from their profile in Intercom will then appear in a pop-up box:
If you’d like to update any other fields from your lead’s qualification profile, use the command /qualify and the fieldname within the conversation’s Slack channel. For example, if you type: /qualify companyname, you’ll be able to edit this field in a pop-up box in Slack:
- To update a qualification attribute, you’ll need to type the attribute as one word and in lower case letters after the Slack command, e.g. /qualify companysize.
- If a lead is attached to more than one company in Intercom, you won’t see the company name field in Slack.
- If you integrate any other tools with Intercom, like Salesforce, your data will automatically sync across these tools when you update them from Slack.
While chatting from Slack, you can take many of the same actions on your conversations as you could in Intercom:
Create group conversations
If you add a teammate to a conversation channel in Slack and they send your lead a reply, it will become a group conversation in Intercom. The conversation will still remain assigned to the teammate who first replied.
Note: If you want to reassign a conversation to yourself when you reply, choose ‘Assign to me when I reply’ in your Assignment preferences in Intercom. You’ll need the Inbox product to automatically assign replies to conversations to teammates.
You can easily close conversations from Slack, using the command /closed in a conversation's channel:
Note: You can also use the command /archive to close a conversation in Slack.
Once you close or archive a conversation in Slack, it'll automatically close in Intercom. Likewise, if you close a conversation in Intercom, it'll be archived in Slack.
This also applies for re-opening conversations; if you unarchive or re-open a conversation in Intercom, it will do the same in Slack, and vice versa.
Note: Snoozing a conversation in Intercom does not create any action in Slack.
Add notes to Slack
You can add a note to a conversation straight from Slack. Just use the Slack command /note and add your text:
Once added, your note will appear in the conversation in both Slack and Intercom.
Also, if a teammate adds a note to a conversation in Intercom, it will appear as a notification in the conversation’s Slack channel:
How notifications get updated
Your notifications will update automatically in Slack, depending on a few factors:
- If your lead sends a second message within five minutes of their first message, and before you’ve replied, your Slack notification will update with the latest message in the conversation. If it’s after five minutes, and before you’ve replied, it’ll send a new notification.
- The first reply from a teammate will also be added to the notification, so you’ll know if someone has replied already (you’ll need to select ‘All activity’ in your notification settings).
- When a conversation is unassigned, assigned, re-opened or closed in Slack, the notification will be updated in Slack.
- If everyone leaves a Slack channel and a customer replies, you’ll see this as a notification in the original Slack channel you routed the notification to.
- We’ll show if Operator has assigned a qualified lead to an inbox, as part of its follow up rules, in Slack. Responses from Operator (and replies to Operator qualification questions) aren’t shown in Slack.
- When a new conversation is started or reopened, you'll see the last 5 replies, so you can get context on the conversation.
- When a conversation is reopened by a customer's reply, the Slack notification will update with the latest reply.
Here are some more resources to help you get the most out of your Slack app:
- Watch our webinar for more tips on how best to use our Slack app.
- Send your best leads to Slack so you can convert them faster.