How to set up an Intercom inbox in Front

Overview

Front's Intercom inbox allows you to answer your customers inquiries from Front, saving you time from logging in to Intercom. You can also access Front's features when replying to 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

Go into your Settings, select Inboxes, and Add a team inbox.

Step 2

Select Intercom for your inbox type.

Step 3

Select Connect to Intercom.

Step 4

Sign into Intercom, and click Accept.

The Intercom sidebar plugin allows you to see contextual information about the customer of the current conversation. 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.

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