How to set up an Intercom inbox in Front

Overview

Front's Intercom inbox allows you to answer your customers' chat inquiries from Front, saving you time from logging in to Intercom. You can also use Front's collaboration and productivity features when working on your Intercom messages.


How it works

How Front syncs with Intercom

  • New conversations in Intercom that have at least one reply from a customer or change in status get synced into Front.  New conversations that only consist of an automated greeting are not synced until the customer replies or until an Intercom admin closes them.
  • Replies from Front are synced into Intercom.
  • 2-way sync on open and close status.
  • 2-way sync on assigning conversations.
  • Snoozing in Front syncs to Intercom as a close status; a snooze reopening in Front syncs to Intercom as open status.

Mapping users between Front and Intercom

When you reply to Intercom messages using Front, Front will attempt to find a matching user based on the email address in Intercom, and display that teammate name to your end-user. Front performs this lookup based on the email address this individual uses to log in to both Front and Intercom. In Intercom, the user must be an admin.

For instance, if Andersen uses andersen@example.com to log in to both Front and Intercom, then when Andersen sends a message in Front, it will be associated with Andersen's Intercom admin account and show Andersen's name to your customer.

In a situation where a Front teammate does not have an Intercom admin account with the same email as their Front login, Front will default to sending the Intercom message from the Intercom user who configured the Intercom integration in Front. 

For example, andersen@example.com was the Intercom admin who configured the Intercom integration in Front, and Cori <cori@example.com> attempts to send an Intercom message via Front. Cori does not have an Intercom admin account, so the Intercom message will be sent from Andersen.


Instructions

How to set up an Intercom inbox

Step 1

Click into your Personal settings or Company settings, depending on which space you are working with. Admins can also access user settings by following these steps.

Step 2

Click on Inboxes on the left menu and Add an individual inbox or Add a team inbox, depending on which space you're in.

Step 3

Fill out the name and description of your inbox. Click Create.

Step 4

Choose Intercom from the channel menu.

Step 5

Select Connect to Intercom.

Step 6

Sign into Intercom, and click Accept.

How to set up the Intercom plugin

The Intercom sidebar plugin is a different feature that allows you to see contextual information about the customer of the current conversation you're clicked on. This is separate from adding an Intercom inbox. See here for details on how to set it up.


FAQ

Will my Intercom history be imported into Front?

No. At present, Front will not import your Intercom history when connecting a new Intercom channel to Front

Do bot messages sync to Front?

No, bot messages do not sync to Front.

What file types can I receive on an Intercom channel?

The following are supported be default: .pdf, .png, .jpg, .gif, .txt, .mp4 and .mov.  You are able to add more formats from within your attachment settings in intercom.

What file types can I send on an Intercom channel?


You are currently only able to send image attachments when using intercom via Front.

 


Pricing

You will need to be on the Plus plan or above to access this feature. Some legacy plans with different names may also have this channel. If you'd like to purchase the feature, you can update your plan in-app or reach out to us.

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