For support teams that answer customers in Intercom: the caller is recognised, created from 3CX when needed, and every call is added to their history next to their chats and emails.
Highlights
- Intercom record shown before you answer
- Calls added next to the customer’s chats and emails
- Contacts created from the 3CX client
- Intercom search from the 3CX dialler
- 3CX AI analysis added when enabled
Intercom is a customer service platform built around messaging: website chat, email and a shared inbox. The phone is often the forgotten channel. A customer who wrote yesterday and calls today has to explain everything again if the agent can’t see the history.
Our native template adds your 3CX calls to that history. While the phone rings, the caller’s number or email is looked up in Intercom and the agent sees the contact record before answering. They know this customer wrote yesterday about an invoice and pick up the thread instead of starting over. If the caller isn’t in Intercom yet, the agent creates them from the 3CX client. When the call ends, the conversation is logged with the customer’s other conversations.
You upload the template to your 3CX and it talks directly to the Intercom API. There is no service to host.
- Lookup by phone number or email, with the record displayed
- Intercom search from the 3CX dialler
- Contact creation from the 3CX client
- Calls, chats and texts logged, with 3CX AI analysis when enabled
Frequently asked questions
How does the template connect to Intercom?
With an API access key for your Intercom workspace.
What do I need on the phone side?
3CX V20 Pro or AI with CRM integration enabled. The AI summary and transcript are only added if AI analysis is enabled in your 3CX.
