How to Integrate WhatsApp with Intercom via Octopods

Want to manage WhatsApp messages in your Intercom inbox? Here's what you need to know:

Quick Setup:

1. Get a fresh phone number (not used with WhatsApp before)
2. Sign up for Octopods
3. Connect your Intercom workspace
4. Set up WhatsApp Business API
5. Start messaging customers

Important: You can't use the same phone number for WhatsApp mobile app and Intercom - pick one.

What You'll Get:

• Handle all WhatsApp chats in Intercom
• Send/receive text, images, videos, and documents
• Use Intercom's tools (tags, assignments, saved replies)
• Track message delivery and performance

Before You Start:

• Delete any existing WhatsApp account on your business number
• Turn off two-factor authentication
• Have your business documents ready
• Get Facebook Business Manager admin access

Looking for the fastest setup? Go with 360dialog as your WhatsApp provider - you'll be up and running in 1-2 days for $15/month.

Want to test it first? You can try with up to 10 phone numbers before scaling up.

Related video from YouTube

What You Need to Start

Let's go through what you need to connect WhatsApp with Intercom.

Required Accounts

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

When it comes to WhatsApp Business API providers, you've got options:

System Requirements

You'll need these basics to get started:

• A Facebook account (with Meta Business Manager admin access)
• A fresh phone number that's never been used with WhatsApp
• Business docs including:
  • Legal business name
  • Business email
  • Company website URL
  • Business phone number

Here's what you should know:

You CAN'T use the same phone number for both WhatsApp mobile apps and Intercom. If you're already using WhatsApp on your phone, you'll need to delete that account first.

Make sure to:

• Turn off two-factor authentication before moving your number
• Start small - you can test with up to 10 phone numbers before going all in

First-Time Setup

Here's how to get both Octopods and WhatsApp Business API up and running.

Set Up Octopods

Setting up Octopods takes just 5 steps:

Set Up WhatsApp Business API

Your setup path depends on which Business Solution Provider (BSP) you pick:

Before You Start, You'll Need:

• A fresh phone number (not used on WhatsApp before)
• Facebook Business Manager admin access
• These business details:
  • Legal business name
  • Business email
  • Website
  • Phone number

Want the fastest setup? Go with 360dialog - it works directly with Octopods. You'll pay $15 monthly and can start right after verification.

Moving Your Number? Good news: You can now switch your existing number to 360dialog. Just ask Octopods for their partner link to begin.

Linking Your Tools

Here's how to connect Octopods with Intercom and WhatsApp:

Connect Octopods to Intercom

Set Up WhatsApp

Before you start using it, double-check these things:

• You have admin access in Intercom
• Octopods shows a success message
• Send a test message
• Your webhooks work

You can now handle these message types:

• Text
• Pictures
• Videos
• Audio
• GIFs
• Documents

That's it! You can now manage WhatsApp chats right from your Intercom inbox, using all your favorite Intercom features like tags and saved replies.

Basic Settings

Message Handling

Here's how to set up your core messaging features:

Want to set up message templates? Focus on these three types:

• Welcome messages for first-time customers
• Out-of-office notifications
• Standard responses to FAQ

User Settings

Your WhatsApp contacts need proper organization:

Each contact gets these data points:

• WhatsApp business number
• Channel ID (phone number)
• Message source (WhatsApp)

Need to send mass messages? Here's the broadcast pricing and limits:

Message Rules You MUST Follow:

• Send free responses within 24 hours of customer messages
• Use templates for messages after 24 hours
• Get permission before sending broadcasts
• Hold off 24 hours after opt-outs before trying again

Testing Your Setup

Want to make sure your WhatsApp-Intercom setup works? Here's what you need to do:

Before you start testing, do these things:

• Plug in your phone (battery saving mode can mess things up)
• Update your browser (Chrome, Firefox, Edge, Opera, or Safari)
• Make sure WhatsApp can use data in the background
• Sign out of other WhatsApp Web tabs

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Common Problems (And How to Fix Them)

Running into issues? Here's what to do:

If things aren't connecting:

• Reload WhatsApp Web
• Clear your browser data
• Log out and in again
• Switch networks
• Let "web.whatsapp.com" through your network
• Wait 30 seconds between tries

Important: Once you connect your number to Intercom, you can't use it on the WhatsApp app anymore. It's one or the other - not both.

Extra Settings

Custom Data Fields

Here's how to track WhatsApp user data in Intercom with custom fields:

Setting up fields is simple:

1. Open Data Settings: Settings > Data > People
2. Add New Field: Click "+ Create attribute"
3. Configure Field: Pick name and type
4. Set Permissions: Control Messenger updates

"Custom data attributes can be added through the UI or directly in the Messenger code snippet." - Daniel McGovern, Customer Support Engineer @ Intercom

Pro tip: You have 250 field slots per workspace. Delete old ones you don't use anymore.

Message Automation

Here's how to automate your WhatsApp messages:

Key Points:

• Pick your timeout windows
• Link leads by WhatsApp numbers
• Plan message schedules
• Set up after-hours messages

Important: WhatsApp lets you send regular messages for 24 hours. After that, you'll need approved templates.

Tips for Success

Here's how to handle WhatsApp Business messages like a pro:

Message Management Basics

Want to make it super easy for customers to reach you? Just use https://wa.me/PHONENUMBER. Add WhatsApp buttons to your website and emails too.

Boost Customer Satisfaction

The numbers don't lie:

• 83% of people want answers NOW
• 65% pick messaging apps for business
• 66% buy stuff after WhatsApp chats

Here's what others say about WhatsApp for business:

"Intercom fits our brand perfectly - it's simple. Our team can focus 100% on customers instead of fighting with software." - Gill Fisher, Head of Customer Experience & Delivery at SMARTY

"The WhatsApp integration is fantastic! Our customers find it convenient, and so does our team." - Edgard & Cooper

Make your messages work better:

• Double-check timing before sending
• Drop in photos or videos to explain things
• Keep all messages in one chat thread
• Watch those satisfaction scores

Keep Things Running

Here's how to make sure your Intercom-WhatsApp integration works like it should:

Check Performance

Your Intercom dashboard shows these must-track numbers:

Want more details? Download your message logs. You'll see:

• Each message's delivery status
• Status callbacks
• Time-based data

Regular Updates

Here's your maintenance checklist:

Keep Your Phone Happy:

• Plug it in
• Set Wi-Fi to stay on during sleep
• Delete apps that might stop WhatsApp
• Let WhatsApp run in background

Watch Your Messages:

• Check delivery success by region
• Spot failed message patterns
• Know your costs
• Find your busy hours

Here's the deal: You'll need to pick between WhatsApp mobile app OR Intercom. You can't use both with the same phone number.

Wrap-Up

Here's how Octopods connects WhatsApp and Intercom:

What You'll Get:

• One inbox for all WhatsApp messages
• Message customers in 180+ countries
• 98% open rates on WhatsApp
• Simple cost and delivery tracking

Pricing Breakdown:

• WhatsApp message costs depend on your API provider
• $99/month for each Octopods WhatsApp number
• Intercom's WhatsApp add-on: $9/month and up

Setup Steps:

1. Create message templates in WhatsApp Manager

2. Get your phone number verified

3. Wait for Meta's verification (up to 48 hours)

4. Start with 250 daily business chats

Important Note: You can't use both WhatsApp mobile app AND Intercom with the same number. Delete any existing WhatsApp account on your business number before connecting to Intercom.

Numbers That Count:

• 66% of customers make purchases after WhatsApp chats
• 24 hours to respond to customer messages
• 250 business conversations in your first day
• 2 phone numbers max during verification

FAQs

Here's what you need to know about connecting WhatsApp and Intercom:

Before You Start:

• Get a WhatsApp Business Platform number
• Set up Facebook Business Manager
• Create message templates
• Remove any WhatsApp accounts from your business number

Watch Out For:

• "Number already in use" errors
• Problems with verification codes
• Chat features not working
• 2FA blocking your setup

If you're already using WhatsApp Business:

• Set up a fresh account in Intercom
• Ask support to move your existing account

Related posts

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