Our two way Salesforce app keeps your data in sync with regular updates in the direction you choose; Intercom to Salesforce, or Salesforce to Intercom.
With the Salesforce app installed you can:
Note: This article is about using the Salesforce app. Read this article to learn how to install and configure the app from the app store.
View users and leads’ Salesforce data in your inbox
With the Salesforce app installed, you can also add the Inbox app so your team can view live Salesforce details as you chat.
Note: The Inbox app shows you a live view of data as it exists in Salesforce, this is not the data mapped to or from your native Intercom attributes. The data synced by those mappings can be seen in the user details panel in the inbox, or on a user’s profile.
Just click "Customize":
Then, click ‘+ Show more’ and select the Salesforce inbox app:
Now, if you’re chatting with a user or lead who exists in Salesforce, you’ll see the Salesforce contact, account, or opportunity information displayed in the inbox app alongside the conversation:
Important: This app doesn’t show all of your mapped attributes, those are visible in the regular user details
If there are multiple linked opportunities you can toggle between them with this dropdown:
You can also see their status, account owner and more. This will help you understand the stage your lead is at, so you can nurture and convert them to paying customers faster. To see their full Salesforce record, just click ‘Open in Salesforce’.
Pro tip: For a more comprehensive sync of your Salesforce data, configure two way attribute mapping in the salesforce app settings.
Note: The inbox app displays different data for contacts, accounts, and opportunities:
When it’s a contact, you’ll see the name, email address, and account owner.
If it’s an account, you’ll see the name, domain, account owner and country.
For opportunities, you’ll see the owner, stage, close date and amount.
Intercom records are matched in Salesforce like this:
Intercom lead — Salesforce lead
Intercom user — Salesforce contact
Intercom company — Salesforce account
Send leads from Intercom to Salesforce
When you’re chatting to a new lead in Intercom, who doesn’t exist in Salesforce, you can click ‘Create Lead’ to send them to Salesforce as a new lead:
The inbox app will then display the lead profile (as shown above 👆). If they are converted in Salesforce, you’ll see the contact or account details here too.
A lead must have an email address before they can be sent to Salesforce.
You can also create a Salesforce lead from a lead/user’s profile in Intercom.
When a new lead is created in Salesforce via the Intercom Inbox, the owner in Salesforce will default to the Intercom owner if one is set. (Enable this in the Salesforce app settings under "Maintain lead and account ownership").
Leads sent to Salesforce are created with the fields you configured when installing the Salesforce app:
You can edit a lead’s data in Intercom before sending to Salesforce.
If the lead is missing details, a placeholder is sent to Salesforce.
If you edit a lead’s data in Intercom after sending them to Salesforce, this data will also update in Salesforce.
Send conversations from Intercom to Salesforce as tasks
Sending conversations automatically makes it easy to keep track of your customers' activity.
Automatically send conversations to Salesforce as tasks
Every time a conversation is started, a task will be created in the Salesforce activities list for the lead or contact. The task is also updated when the conversation is closed.
This is enabled by default, but can be switched off from your Salesforce app settings. Learn more in this article.
Manually send conversations and notes to Salesforce as tasks
In the inbox, just hover over a note or message and click on the three dots that appear and select ‘New Salesforce task.’
The conversation will display on a lead/contact’s page as a completed task. You’ll see a snippet of the conversation/note and a link to the conversation in Intercom.
The task in Salesforce is assigned to the teammate assigned to the conversation in Intercom.
If a lead's or user’s email in Intercom matches with multiple leads in Salesforce, a new task is created for them all.
If you have multiple tasks, the first task that's been changed to 'closed' is marked as completed.
Relate conversations to open opportunities
When a conversation is sent to Salesforce, relevant open opportunities are checked to see if the conversation can be related to them. All conversations associated with an opportunity will be automatically related and listed as an activity within the opportunity.
Activities for contacts are only related if they have a role set within the opportunity.
If there are multiple open opportunities they’ll be ignored.
Create cases in Salesforce from Intercom conversations
If an Intercom user or lead exists as a contact in Salesforce, you can see their number of open cases (if there are any) in the "Contact" tab:
Click the count to see the cases in more detail (with case ID, status and priority):
Create a new case in Salesforce
To create a new case for a contact in Salesforce, click "New Case", then enter the case details, and click "Create Case":
Important: Any fields that are mandatory in Salesforce must be filled out in Intercom before creating a case.
After creating a case, a note is added to the conversation, with a link to view the case in Salesforce:
Note: A contact must exist in Salesforce before a case can be created, so the option to create a case will not be visible in Intercom for users or leads who aren't a contact in Salesforce.
When you create a new case with the Salesforce app in your inbox, you'll see how ownership is going to be assigned, based on your app configuration:
Having trouble with the Salesforce app?
If you encounter any problems while using the Salesforce app or want to learn more about how it works, check out this F.A.Q article.