Boost Satisfaction: Manage WhatsApp via Intercom & Octopods

Want to handle all your WhatsApp messages in one place? Here's how to connect WhatsApp with Intercom and Octopods.

Here's what you get:

What you need to start:

• Octopods account ($99/month)
• Intercom account (from $9/month)
• WhatsApp Business API
• Fresh phone number

The results?

• 98% message open rates
• 66% of chats lead to sales
• Handle messages from 2.5B WhatsApp users

Quick setup steps:

1. Create Octopods account
2. Connect to Intercom
3. Add WhatsApp Business API
4. Set up message templates
5. Start chatting

Think email is dead? You're right. 65% of customers would rather message you on WhatsApp than send an email. This guide shows you exactly how to make that happen.

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What You Need to Start

Let's get your accounts and systems set up to connect WhatsApp with Intercom.

Required Accounts

Here's a breakdown of the accounts you'll need:

Pick your WhatsApp Business API provider:

Here's the deal: Go with 360dialog. You'll pay more upfront, but you won't have to think about per-message costs.

System Requirements

You need these basics:

• Facebook account connected to your business
• Meta Business Manager access
• Phone number for verification (SMS/calls)
• Fresh WhatsApp number (not used in other apps)

Heads up: Using a number that's already on WhatsApp? You'll need to delete that account first.

Make sure you can check these boxes:

• Facebook Business Manager admin access
• WhatsApp business profile (verified)
• Authority to accept Meta's Message-on-Behalf request

Getting Started

Here's how to set up WhatsApp messaging with your tools.

Link Octopods to Intercom

1. Create Your Octopods Account

Head to octopods.io, sign up, and check your email for confirmation. Then log into your new dashboard.

2. Connect With Intercom

Set Up WhatsApp

1. Add WhatsApp to Your Stack

2. Pick Your API Provider

3. Final Setup Steps

• Switch on WhatsApp in Octopods
• Add your API info
• Send a test message
• Set up message merging

Check These Settings:

• Message templates
• Auto-responses
• 24-hour alerts
• Contact merging

Note: Once you connect your WhatsApp number here, you can't use it anywhere else.

Setting Up Your System

Let's walk through how to set up WhatsApp messaging for your business.

Message Templates

WhatsApp requires you to get templates approved before sending business messages. Here's what you need:

Here's how to submit your templates:

1. Head to MessageBird Dashboard's WhatsApp Manager
2. Hit "Create template"
3. Fill out these fields:
   • Template name (use underscores instead of spaces)
   • Pick a category
   • Choose your language
   • Write your message (keep it under 1,024 characters)
4. Include at least one {{1}} variable
5. Send it for approval

Message Rules

Now, let's set up your automatic message handling:

To set up message routing:

1. Go to Intercom Workflows
2. Click "+ New workflow"
3. Choose your trigger
4. Set your channel rules
5. Pick team assignments
6. Switch it on

Pro tip: Before going live, send test messages through each template and workflow to make sure everything works as planned.

Daily Usage Guide

Here's how WhatsApp works in your Intercom inbox:

Need to use a template for older messages? Hit ⌘ K or the thunderbolt icon - it's faster.

Starting New Chats

Want to message customers first? Here's how:

Here's what works best:

• Send 5-6 messages each week
• Keep messages short (8-10 seconds to read)
• Add 2-3 emojis 🎯
• Write like you talk (but keep it professional)

The numbers back this up: 65% of people would rather message a business than email them. And after chatting on WhatsApp? 66% end up buying something.

Quick note: You can't blast messages to everyone at once - it's one conversation at a time. When someone new messages you, Intercom grabs their WhatsApp info to make a lead.

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Extra Features

Connect Multiple Channels

Here's what you can manage from your Intercom inbox:

When you connect a channel, it syncs customer profiles and message history. This means you'll see every conversation, no matter where it started.

Set Up Automation

Here's how to make your system work by itself:

Want to get started fast? Pick the "Customer sends their first message" trigger in Workflows. Then add rules based on your WhatsApp numbers.

Here's what you can do with WhatsApp automation:

• Send order updates
• Follow up on support tickets
• Share shipping info
• Get customer feedback

A heads up about limits: Your trial comes with 250 business chats per day and 2 phone numbers. You'll get more after verification.

Pro tip: You have 24 hours to reply to WhatsApp business messages. After that, you'll need message templates to contact customers.

Fix Common Problems

Here's how to fix WhatsApp-Intercom issues fast:

Basic Fixes

For Android WhatsApp Business users, do these things:

• Keep Wi-Fi on during sleep
• Turn off power saving
• Delete task killers
• Get a screen timeout blocker
• Keep charging your device

Speed Things Up

Quick Checks:

• Watch your API usage limits
• Look at server logs
• Test your network
• Get latest app versions
• Pay any overdue bills

"Most fixes are simple - just check your setup twice", - WhatsApp Business Solution Provider

Still stuck? Talk to Intercom support about your specific problem.

Tips for Success

Here's what works (and what doesn't) for WhatsApp Business messaging:

Make Your Messages Work:

• Check time zones (nobody likes 3 AM texts)
• Add first names (it's basic, but it works)
• Keep files under 10MB
• Test before you send
• Know your daily limits

Here's what to track:

"The right message. The right way. At the right time." - Intercom Team

The Numbers Don't Lie:

• 98% of WhatsApp messages get opened
• 45-60% of people click through
• Users send 100M+ messages daily
• 2.5B people use WhatsApp monthly

Pro tip: Each WhatsApp Business account has different limits. Stay under yours to keep your account healthy.

Keep Your System Running

Here's what you need to do to keep your WhatsApp system working smoothly:

Daily System Checks

Your daily checklist is simple but critical:

Key Numbers to Track

Your system needs these numbers to stay in the green:

System Maintenance

Do these tasks to prevent problems:

• Test all connections once per week
• Update templates every 3 months
• Keep files under 10MB
• Back up your templates
• Clean old message logs monthly

Want better results? Set up alerts for:

• Failed deliveries
• Slow response times
• Template rejections
• Connection drops

Here's the bottom line: Check your system daily. Fix small issues before they become big problems. And always keep your templates and connections up to date.

Summary

Here's what happens when you connect WhatsApp through Intercom and Octopods:

The setup gives you three main advantages:

Message Control You'll handle all WhatsApp chats in Intercom. Send texts, images, videos, and voice notes. Plus, you can use templates to answer common questions fast.

Better Customer Chats Your customers pick how they want to talk to you. Their chat history stays in one place, and you can match their WhatsApp profiles with your customer database. You can even set up custom welcome messages.

Business Features Connect over 16 messaging channels. Use Intercom's tools, set up message routing, and send bulk messages when needed.

"What I love about Intercom is that it completely aligns with our brand value of being simple… Our advisors shouldn't even have to think about the platform they're using, they should just have to focus on creating great experiences for our customers." - Gill Fisher, Head of Customer Experience & Delivery at SMARTY

Bottom line: You'll chat with customers on their favorite apps, manage everything in one spot, and boost your business through better conversations.

FAQs

Here's what happens when you connect WhatsApp with Intercom:

Before you start: Turn off Two-Factor Authentication on your existing WhatsApp number to prevent connection problems.

"Intercom has a native WhatsApp integration! You can read more about how to set this up here." - Employee, Intercom Community

The numbers speak for themselves: 65% of people would rather message businesses than email them. Plus, 66% buy products after chatting with brands on WhatsApp.

What you'll get:

• One inbox for all WhatsApp messages
• Intercom's tools to improve your responses
• Complete customer chat history in one thread
• Power to start new chats from Intercom

Related posts

• 5 Ways Octopods Enhances Intercom Integration
• Top 7 Features of Octopods for Intercom Users
• Ultimate Guide to Octopods-Intercom Integration
• How Octopods WhatsApp Integration Help with Omnichannel Success in Intercom