Looking to add WhatsApp to your Intercom? You have two options:
| Feature | Octopods ($99/mo) | Direct Intercom ($48/mo) |
|---|---|---|
| WhatsApp Accounts | Multiple | Up to 2 numbers |
| Message Window | No time limits | 24-hour limit |
| Channel Support | 18+ platforms | WhatsApp only |
| Best For | Small teams, multi-channel needs | Basic WhatsApp messaging |
Quick Facts:
- 65% of customers prefer WhatsApp over email for business communication
- 66% make purchases after WhatsApp conversations
- 89% of customers stay loyal when businesses offer multiple contact channels
Choose Octopods if you need:
- Multiple WhatsApp accounts
- No time restrictions on messaging
- Connection to 18+ messaging platforms
- Flat-rate pricing ($99/month)
Choose Direct Intercom if you want:
- Basic WhatsApp integration
- Up to 2 phone numbers
- Simple setup within Intercom
- Per-user pricing model
Both options let you handle WhatsApp messages in your Intercom inbox, but Octopods offers more features for scaling teams who need multi-channel support.
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1. Using Octopods
Octopods links WhatsApp with Intercom for $99/month per WhatsApp account. Here's what you get:
| Feature | Details |
|---|---|
| Message Management | Handle all WhatsApp chats in Intercom inbox |
| Custom Fields | Add up to 250 fields for user profiles |
| Channel Support | Connect 18+ messaging platforms |
| Outreach | Send proactive messages to customers |
| Data Syncing | Keep user records matched across channels |
Setting up is simple: connect Intercom, add WhatsApp, start messaging. Octopods does the heavy lifting with APIs and message routing.
Here's how three companies use it:
| Company | Industry | Results |
|---|---|---|
| Bank Mandiri | Banking | Better payment and credit card support |
| Modanisa | E-commerce | Support in 5 languages |
| Omay Foods | Food & Beverage | Scaled customer connections |
You'll need a WhatsApp Business API provider:
| Provider | Setup Cost | Monthly Cost | Message Cost |
|---|---|---|---|
| 360dialog | Free | $15 | Included |
| Twilio | ~$1 | Pay per use | ~$0.005/message |
| MessageBird | ~$1 | Pay per use | ~$0.005/message |
The integration works with Intercom's core features:
- Tags to organize chats
- Rules to route conversations
- Ready-made replies
- Custom user data fields
You can send WhatsApp templates through the Octopods API and track everything in your Intercom dashboard. This makes it easy to handle both automated messages and regular customer chats in one place.
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2. Using Intercom Direct
Intercom offers a WhatsApp integration starting at $9/month on top of your Intercom subscription. Here's what you'll get:
| Feature | Details |
|---|---|
| Inbox Management | Handle WhatsApp messages right in Intercom |
| Message Types | Send texts, images, GIFs, videos, audio, files |
| Conversation Window | Free responses within 24 hours |
| Templates | Must use templates after 24-hour window |
| Phone Numbers | Up to 2 verified numbers allowed |
| Outbound Messages | 250 messages/day during trial |
Before you jump in, here are the main limits:
| Limitation | Impact |
|---|---|
| Phone Number Usage | Can't use numbers on WhatsApp mobile |
| API Restrictions | No starting chats through REST API |
| Template Messages | Required once 24 hours pass |
| Business Manager | Need Meta Business Manager access |
| 2FA | Must turn off before moving numbers |
Setting up is simple:
- Open Intercom
- Head to Settings > Messenger to WhatsApp
- Turn on WhatsApp conversations
- Link your Meta Business Manager
- Set up your business phone number
Once you're set up, WhatsApp works with your normal Intercom tools:
| Intercom Feature | WhatsApp Integration |
|---|---|
| Assignment Rules | Send chats to the right team member |
| Saved Replies | Quick responses using templates |
| Bulk Messaging | Plan your message campaigns |
| Event Triggers | Set up automatic messages |
| Lead Merging | Connect WhatsApp contacts to users |
Here's what you'll pay:
| Component | Cost |
|---|---|
| Base Intercom Plan | Starts at $39/month |
| WhatsApp Add-on | Starts at $9/month |
| Total Starting Cost | $48/month |
This setup makes sense if you're already using Intercom and want to add basic WhatsApp messaging without extra tools.
Comparing Both Options
Here's a clear breakdown of Octopods vs direct Intercom WhatsApp integration:
| Feature | Octopods | Direct Intercom |
|---|---|---|
| Starting Price | $49/month | $48/month ($39 base + $9 add-on) |
| Message Types | Text, images, GIFs, videos, audio, files | Text, images, GIFs, videos, audio, files |
| Phone Numbers | Multiple accounts supported | Up to 2 verified numbers |
| API Access | Full REST API support | Limited API functionality |
| Message Window | No time restrictions | 24-hour window limit |
| Template Usage | Optional | Required after 24 hours |
| Channel Support | 18+ messaging platforms | WhatsApp only |
Let's break down the costs:
| Cost Component | Octopods | Direct Intercom |
|---|---|---|
| Base Cost | $49 flat rate | $39/month minimum |
| Add-ons | $39/extra channel | $9/month WhatsApp |
| Additional Users | No extra cost | Per-seat pricing |
| Setup Fees | None | None |
The numbers speak for themselves:
| Metric | Impact |
|---|---|
| Customer Engagement | 65% of users prefer messaging over email |
| Purchase Rate | 66% of users buy after WhatsApp communication |
| Response Time | Both options show improved response times |
Both platforms offer these core features:
| Feature | Octopods | Direct Intercom |
|---|---|---|
| Inbox Management | Single thread in Intercom | Single thread in Intercom |
| Lead Creation | Automatic | Automatic |
| User Merging | Yes | Yes, if enabled |
| Bulk Messaging | Yes | Yes |
| Event Triggers | Yes | Yes |
Here's what users say:
"It works like native integration. Good price! Saves lots of $ compared to develop your own connections with Intercom." - Eugene, Head of customer care in Ukraine
"I had great support when implementing. And it's super helpful having access to the trial so I could test it and try it to discover its true potential." - Tania, Sr Sales & Operations Manager in Mexico
Which option fits your business?
| Business Type | Better Option |
|---|---|
| Small Teams | Octopods ($49/month flat) |
| Large Teams | Direct Intercom (scales with team) |
| Multi-channel Focus | Octopods (18+ channels) |
| WhatsApp-only Need | Direct Intercom (simpler) |
Which Option to Choose
Let's break down your options based on what your business needs:
| Business Type | Best Choice | Why Choose This |
|---|---|---|
| Small Teams (1-10) | Octopods ($49/mo) | One price for all seats |
| Growing Teams (10+) | Direct Intercom | Works better as you add people |
| Need Multiple Channels | Octopods | Connect to 18+ messaging apps |
| WhatsApp Only | Direct Intercom | Ready to use, quick setup |
| Tight Budget | Octopods | Better deal for small teams |
| Big Company | Direct Intercom | More features, better support |
Here's what you get with each option:
| Feature Need | Best Pick | What You'll Pay |
|---|---|---|
| Multiple WhatsApp Lines | Octopods | $49 + $39 per extra line |
| Basic WhatsApp | Direct Intercom | $48 total ($39 + $9) |
| Auto-messages | Octopods | $49 flat rate |
| 24/7 Messages | Octopods | $49 flat rate |
Here's what one customer said about Octopods:
"It works like native integration. Good price! Saves lots of $ compared to develop your own connections with Intercom." - Eugene, Head of customer care in Ukraine
For bigger teams handling lots of messages (2,500 WhatsApp tickets per month):
| Cost Item | Monthly | Yearly |
|---|---|---|
| Base Platform | €139.00 | €1,668.00 |
| WhatsApp Costs | €75.00 | €850.00 |
| Integration | €239.00 | €2,868.00 |
| Total | €453.00 | €5,386.00 |
The bottom line? 65% of people like messaging more than email, and 66% buy stuff after chatting on WhatsApp. Pick Octopods if you want one simple price for multiple channels. Go with Direct Intercom if you need built-in features and don't mind paying per user.