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Connect CallDesk with Intercom to unify your customer communication. Sync call data, create conversations, and provide seamless support across voice and chat.

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What it does

  • Sync call transcripts - Call conversations appear in Intercom
  • Create tickets - Auto-create conversations from calls
  • Unified timeline - See calls alongside chat history
  • Customer context - AI knows Intercom conversation history

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Setup

1

Go to Integrations

Navigate to Settings → Integrations → Automation
2

Select Intercom

Click “Connect Intercom”
3

Authorize access

Sign in to your Intercom workspace and grant permissions
4

Configure sync

Choose what data flows between systems
5

Map users

Configure how callers match to Intercom users

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Data sync

DataDirectionDescription
Call transcriptsCallDesk → IntercomFull conversation appears in user timeline
Contact infoBoth waysKeep contact data in sync
Call outcomesCallDesk → IntercomTag conversations with outcomes
Conversation historyIntercom → CallDeskAI sees past chat context

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Use cases

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Support escalation

Customer calls after chat didn’t resolve issue:
  • AI sees previous Intercom conversation
  • Understands context immediately
  • Provides continuity in support

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Sales follow-up

Lead chats, then calls for more info:
  • Call transcript added to Intercom
  • Sales sees full conversation history
  • Better prepared for follow-up

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Unified inbox

All customer communication in one place:
  • Calls appear as Intercom conversations
  • Team can respond via chat or callback
  • Complete customer timeline

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What gets synced

When a call happens, Intercom receives:
  • User identification - Matched by phone or email
  • Conversation transcript - Full call text
  • Call metadata - Duration, outcome, timestamp
  • Recording link - Listen to the call
  • Custom attributes - Call-specific data

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User matching

CallDesk matches callers to Intercom users by:
  1. Phone number - Primary match method
  2. Email - Secondary match
  3. Create new - Option to create if no match

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Requirements

  • Intercom account (any plan with API access)
  • Admin permissions for integration setup
  • OAuth authorization
  • No additional cost from CallDesk

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Troubleshooting

Check that user matching is configured. If callers don’t match, enable “Create new user” option.
Configure matching priority. Phone match should take precedence over email.
The integration syncs going forward. Past Intercom conversations won’t retroactively appear in CallDesk.

Connect Intercom

Set up the integration now