Intercom Integration with Zoho CRM

Features

• View and reply to Intercom conversations from inside Zoho CRM lead/contact records 

• Compose new outbound Intercom messages directly from a CRM record 

• Access chat history from within Zoho CRM modules

• Sync messages and message assignees between Intercom and Zoho CRM 

• Map Intercom agents to corresponding Zoho CRM users 

Application Installation

Step 1: Go to the Zoho CRM marketplace and install "Intercom for Zoho CRM" to initiate the installation process.

Step 2: Check both consent boxes and click the "Continue" button to install the extension in Zoho CRM.

Step 3: Select the Zoho CRM profiles for which the app has to be installed and click "Confirm" to proceed further.

Step 4: You will be redirected to the settings page—log in to the integration using your email or Google sign-in options.

Step 5:  Choose the Datacenter Region for your Zoho CRM Account. Click the "Authorize Zoho CRM" button to initiate the Zoho CRM authorization.

Step 6:  Check the authorization box and click "Accept" to grant access and complete the Zoho CRM authorization.

Step 7:  Click the "I've Authorized - Refresh" button to proceed further.

Step 8:  Click the "Authorize Intercom" button to authorize your Intercom account.

Step 9:  Click the "Authorize access" button to finish the Intercom authorization.

Step 10:  Click the "I've Authorized - Refresh" button to proceed further.

Application Working

Sending Intercom Messages from Zoho CRM.

Step 1:  In the settings page that you're redirected to, click the "App Users" option to add the Zoho CRM users.

Step 2:  Click the "Add" button to add the Zoho CRM users.

Step 3:  Navigate back to the settings page and click the "Incoming Sync" setting to enable the option to receive incoming messages.

Step 4: Choose the module (e.g., Leads) where incoming messages will create records, enable the toggle options to save attachments to Zoho CRM records and get real-time notifications in Zoho CRM. There is also an option to ignore messages from new customers, which can be enabled to sync messages only for customers who already exist in Zoho CRM.

Step 5:  Navigate back to the settings page and click the "Users Mapping" option to map the Intercom users with the Zoho CRM users.

Step 6:  Map each Intercom user to the corresponding Zoho CRM user to ensure conversations are assigned to the correct user.

Step 7: Close the settings page and navigate to the inbox page. Choose an Intercom conversation to respond to.

Step 8: Change the assignee of this conversation to see it reflected in Intercom. Similarly, any assignee changes made in Intercom will be reflected here, enabling two-way sync of assignees between Intercom and Zoho CRM

Step 9: Navigate back to the Zoho CRM's home page. and choose the "Intercom Messages" module.
Since the "Incoming Sync" setting has been enabled in the integration, the incoming messages will be creating records in the "Intercom Messages" module within the Zoho CRM.

Step 10:  Navigate to the leads module and choose any of the leads created from the Intercom's incoming messages. 

Step 11:  Scroll down on the lead's page to find the "Intercom Inbox" section where you can view all the Intercom message conversations within the Zoho CRM. Click the "Compose" icon to send an outgoing message to the lead from directly within the Zoho CRM.

Step 12:  Choose a sender, the recipient will be auto-fetched from the lead record, then type a message or use a template to send an outgoing message from the Zoho CRM.

Step 13:  Click the "Send Message" button.

Step 14:  A confirmation message indicating that the message has been sent successfully can be seen.

Step 15:  Navigate to your Intercom account to view the sent message.

Step 16:  Now, send a message from the Intercom.

Step 17:  Navigate back to the Zoho CRM tab. The message sent from Intercom will be reflected in the Intercom inbox within Zoho CRM. This demonstrates how two-way message syncing works between Intercom and Zoho CRM.