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5 Ways Octopods Enhances Intercom Integration

Tarek Khalil

Tarek Khalil

• 5 min read
5 Ways Octopods Enhances Intercom Integration

Octopods supercharges Intercom by connecting it to 18 messaging channels like WhatsApp, Facebook Messenger, and Instagram. Here's how it makes customer communication better:

  1. Multi-Channel Support: Chat with customers on their preferred platforms, all from one inbox.
  2. Proactive Outreach: Start conversations with customers before they reach out.
  3. Smart User Identification: Keep user records consistent across channels.
  4. Personalized User Info: Add custom data to user profiles for better context.
  5. Deep Intercom Integration: Streamline workflows and improve reporting.

Quick benefits:

  • Answer customers faster
  • Keep all chats in one place
  • Give more personal support
  • Make your team more efficient

Here's a quick comparison of Intercom with and without Octopods:

Feature Intercom Alone Intercom + Octopods
Channels Limited 18+ messaging platforms
User data Basic Enhanced with custom attributes
Outreach Reactive Proactive and reactive
Workflow Standard Streamlined across channels
Reporting Channel-specific Unified across all channels

Bottom line: Octopods turns Intercom into a customer communication powerhouse. It's like giving your support team superpowers.

Multiple Channel Support

Octopods supercharges Intercom by connecting it to 18 messaging channels. Think WhatsApp, Facebook Messenger, Instagram, and Twitter.

Here's the deal:

  1. One inbox for all: Every conversation lands in Intercom. No more tool-hopping for your support team.
  2. Reach customers everywhere: Got WhatsApp's 1.6 billion users? You can chat with them now.
  3. Set up in minutes: New channel? Add it fast.
  4. Two-way talk: Chat back and forth on any channel.

A happy user says:

"Amazing for centralising your support channels."

What does this mean for your team?

Benefit How it helps
Save time No switching between tools
Stay consistent Same support feel everywhere
Work faster Streamlined = quicker replies

But it's not perfect. Users want:

  • Facebook comment replies
  • Twitter keyword filtering

Still, Octopods takes Intercom's multi-channel game to a whole new level.

2. Reaching Out to Customers First

Octopods supercharges Intercom by letting you start conversations proactively. It's like having a crystal ball for customer service.

Here's the deal:

  • You can send one-on-one messages straight from your Intercom Inbox.
  • Reach out via SMS or WhatsApp, even to first-time contacts.
  • Set up smart triggers that kick off conversations based on what users do.

Want to use this feature? Here's how:

1. Get Octopods' Omnichannel or WhatsApp plan

2. Hook up an SMS channel or WhatsApp

3. Create quick replies for common chats

4. Set up workflows triggered by user actions

Use this for sending notifications, appointment reminders, or confirming reservations. But here's the kicker: a new Intercom chat only starts when the user replies or you hit "Send message & Open Intercom Conversation".

Why does this matter? It helps you:

  • Nip problems in the bud
  • Give customers info right when they need it
  • Boost overall customer happiness

One Intercom user put it like this:

"Thanks for the submission, we're looking into it and will get back to you... [ref:abc123]"

It's a quick way to say "We got your message, hang tight!"

Bottom line: Octopods turns Intercom from a reactive tool into a proactive powerhouse. It's like giving your customer service team superpowers.

3. Smart User Identification

Octopods supercharges Intercom's user identification. Here's the lowdown:

Intercom uses two IDs per user: an auto-generated Intercom ID and a manual user_id. They're prioritized in this order: Intercom ID, user_id, then email. This keeps user records consistent, even when emails change.

Pro Tip: Always use a unique user_id. It's better for privacy and prevents mix-ups with shared emails.

4. Personalized User Information

Octopods takes Intercom's user profiles up a notch. How? By letting you add specific, tailored details. This means you can understand your customers better and talk to them in a more personal way.

Here's the scoop on how Octopods beefs up user profiles:

1. Custom Data Attributes (CDAs)

Octopods uses Intercom's CDAs to give you the full picture of your users. These aren't tied to conversations, but to the users themselves. For example:

  • WhatsApp users get a octopods_whatsapp_account_phone attribute
  • Telegram users have octopods_telegram_user_name and octopods_telegram_user_id

This info helps your support team quickly figure out where a user is coming from and how to help them best.

2. Souped-Up 'About' Column

The 'About' column on user profiles becomes a treasure trove of info:

  • Activity status
  • Language preferences
  • Web session counts
  • Custom attributes from your app

Your support team can use this quick view to give better, more personal responses.

3. Internal Notes

Team members can add notes to user profiles. These notes can be edited, so everyone's always on the same page about a user's history or special situations.

4. Full User Profiles

Click on a user's name, and you'll see their whole story:

  • User activity
  • Tags
  • Segments
  • Actions in your product

This big-picture view helps your team understand the user's journey and give spot-on help.

5. Advanced Connection with Intercom

Intercom

Octopods supercharges Intercom by linking it with popular social messaging apps. This lets businesses handle customer chats across multiple channels right from Intercom.

Here's what Octopods brings to the table:

1. Multi-Channel Support

Octopods connects Intercom to WhatsApp, Instagram, Telegram, LINE, Viber, and more. Your support team can tackle questions from all these platforms in one inbox.

2. Official API Integration

For apps like Instagram and WhatsApp, Octopods uses official APIs. This means a rock-solid connection between these platforms and Intercom.

3. Streamlined Workflow

By funneling all customer chats into Intercom, Octopods boosts your team's efficiency. No more app-hopping to respond to messages.

4. Better Reporting

With everything in one spot, you can create more detailed reports on how customers engage across different channels.

5. Context is King

Octopods pulls in relevant data from social apps, giving your support agents the full picture when chatting with customers.

One Octopods user put it simply:

"Amazing for centralising your support channels."

This integration lets you:

  • Chat with customers on their favorite platforms
  • Keep all customer interactions in one place
  • Offer personalized support with extra context
  • Speed up response times by streamlining your process

Conclusion

Octopods supercharges Intercom by connecting it to 18 messaging channels like WhatsApp Business, Facebook Messenger, and Instagram. This lets businesses manage all customer chats in one place.

Here's what you get:

  1. Chat on multiple channels
  2. Reach out to customers first
  3. Identify users smartly
  4. See personalized user info
  5. Connect deeply with Intercom

What does this mean for your business?

  • Answer customers where they prefer
  • Keep all conversations in one spot
  • Give more personal support
  • Respond faster

Octopods + Intercom = customer communication powerhouse. Use it and you'll likely see:

  • Happier customers (faster, more personal replies)
  • More efficient teams (no app-switching)
  • Better understanding of customer behavior
  • Stronger customer relationships

Octopods isn't stopping here. They're adding more channels to help you stay ahead in customer communication.

FAQs

What channels does Intercom support?

Intercom connects you with customers across 18 messaging channels:

To set up channels, head to Settings > Channels in your Intercom workspace.

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