Switch FAQs
Learn more about Switch with these answers and tips.
Beth-Ann Sher avatar
Written by Beth-Ann Sher
Updated over a week ago

Here are some answers to common questions you may have during the Switch setup and installation…

Does Switch work with my phone system?

Yes! Switch works with all phone systems. But not all phone systems can use the API method of installation so you may need to use the call forwarding method.

What's the best way to install?

There are two ways two set up Switch - via call forwarding and API. Many of our customers use call forwarding to set up Switch as it's simple and compatible with all phone systems. The API offers more control and customization for handling call data, but isn't compatible with some phone systems such as Aircall, Zendesk, and TalkDesk.

In short, if you want a straightforward setup, call forwarding is a great option. But if you want a more robust option, find out if your phone system supports API and try this installation.

Does it work outside of the US?

Yes, Switch will work almost anywhere in the world, except New Zealand and Saudi Arabia (due to local SMS laws).

Note: Since we currently only provide US forwarding numbers, if you’re not based in the US, some phone systems may charge you for international call forwarding.

How does Switch handle users and leads?

By default, Switch creates a new lead when a conversation starts. You can change this in Switch settings. If you opt to identify existing users, Switch will associate the conversation with existing users in Intercom who have a matching phone number. If no matching phone number exists, a new lead will be created. And if two users with the same number already exist, the conversation will be attached to the user who was seen last.

When does Switch try to merge user and lead profiles?

Switch only tries to merge profiles when the conversation first comes in. If there is no phone number match at this stage, nothing will merge.

How will I be charged for using Switch?

Switch is charged based on how many calls you deflect with it each month. A deflected call is counted when the user selects the option to switch on the phone call. You will be charged even if the end user never sends a message in the messenger. The pricing model is tiered based on your usage, with the price points found here.

How can I see how many calls are deflected?

You can easily see how many calls you've deflected by filtering the Conversations report by “Phone switch”. You can also keep tabs on all your Switch usage through the “Monitor” tab in Switch settings. Find out more about reporting here.

What is an audible message?

This is the message you add to your IVR which lets your customers know they can switch to chat in the Messenger. Here are a few example scripts you can adapt to your business:

  • "Thank you for calling us. All our agents are busy at the moment. You can remain on hold, or you can switch to our online messenger by pressing 1", or

  • "If you'd like to switch to chat to avoid waiting on hold, please press 2".

What happens if someone calls in from a landline?

Switch will check to see if the phone number can receive an SMS. If not, it will prompt the caller to put in their mobile number so it can send an SMS to them. Canada is the only country from which we cannot detect if the phone number is a landline or a mobile phone.

Note: We cannot send SMS or prompt the caller for their mobile number in the case of private numbers or numbers starting with 0800 (non-geographic toll-free). In these cases we recommend setting up a conditional block in your phone system and not offer Switch as an option if the number is private or starts with 0800.

Does the Switch SMS support localization?

Yes, the SMS sent to your customers from Switch is completely customizable across all the languages you have set up to support.

Ready to get started?

Read through our installation and setup guide for your chosen installation method.


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