Top 7 Features of Octopods for Intercom Users

Octopods supercharges Intercom by connecting it to popular messaging apps. Here's what you need to know:

1. Multi-channel Messaging: Chat on WhatsApp, Instagram, and more from your Intercom inbox
2. WhatsApp Business Connection: Use WhatsApp's official API right in Intercom
3. Active Outreach Tools: Send proactive messages and integrate with Outreach
4. Smart User Identification: Match users across platforms using custom attributes
5. Extra User Information Fields: Add up to 250 custom fields for detailed user profiles
6. Close Link with Intercom Tools: Seamlessly integrate Octopods features with Intercom
7. Instagram Business Link: Manage Instagram DMs and comments in Intercom

Quick Comparison:

Octopods simplifies customer communication by bringing multiple channels into Intercom. It's easy to set up and users love it for centralizing support channels.

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Multi-channel Messaging

Octopods supercharges Intercom's messaging by connecting popular platforms. Now you can chat with customers on their favorite channels, all from your Intercom inbox.

Here's what you get:

• SMS conversations in Intercom
• WhatsApp chats without leaving Intercom
• Instagram messages (coming soon)

Why it's awesome:

1. One-stop shop: Handle all customer chats in one place. No more app-hopping.

2. Speed demon: Faster replies = happier customers.

3. Customer-friendly: Meet them where they hang out online.

"65% of a company's business comes from existing customers."

Octopods helps you keep those customers happy with true omnichannel support.

Pro tips:

• Find out where your customers like to chat
• Tweak your message style for each platform (but keep your brand voice)
• Use that unified inbox to reply fast and stay organized

Heads up: Octopods can't send SMS based on Intercom "series" rules yet, but they're working on it.

2. WhatsApp Business Connection

Octopods brings WhatsApp Business right into your Intercom inbox. It's like giving your customer service team superpowers.

Here's the deal:

• Chat with customers on WhatsApp without leaving Intercom
• Use the official WhatsApp Business API (it's powerful stuff)
• Send proactive messages using pre-approved templates
• Connect multiple WhatsApp accounts to one Intercom workspace

Let's dive into why this is a game-changer:

1. Everything in one place

WhatsApp chats show up in your Intercom inbox. This means:

• You'll respond faster
• No more jumping between apps
• You'll see a customer's full history, no matter where they messaged you

2. Reach out first

Send WhatsApp messages straight from Intercom's Proactive Support:

• One-time messages
• Ongoing messages that update automatically
• Messages triggered by specific events

Pro tip: Use templates with variables to personalize messages at scale. Like this: "Hey {first_name}, order #{order_number} is on its way!"

3. More than just text

In WhatsApp conversations, you can send:

• Text (obviously)
• Images
• Voice messages

This helps you explain things better and solve problems faster.

4. Easy to set up

Getting started is a breeze:

1. Connect WhatsApp in Intercom's App Store
2. Turn on "Continue in WhatsApp"
3. Set up message templates in WhatsApp Manager

Bonus: Create QR codes or short links so customers can start WhatsApp chats with you easily.

5. Real results

Companies are already crushing it with this integration:

3. Active Outreach Tools

Octopods supercharges Intercom with tools to kickstart conversations. Here's how:

One-to-One Proactive Messaging

Send personalized messages straight from your Intercom Inbox. Reach users with a phone number, even if they haven't contacted you. Great for:

• Notifications
• Appointment reminders
• Reservation confirmations

You'll need the Omnichannel or WhatsApp plan, plus a connected SMS channel or WhatsApp.

Outreach Integration

Octopods connects Intercom and Outreach:

• See Intercom chat transcripts in Outreach
• Trigger Outreach actions after Intercom chats
• Start sequences or create tasks based on Intercom interactions

Smart Triggers

Set up Outreach triggers to maximize this integration. Use "Intercom - New Conversation" as your trigger to avoid notification overload.

Example trigger setup:

This helps your team quickly plan next steps after Intercom chats.

Multichannel Messaging

Engage customers across 18 messaging channels, including:

• WhatsApp Business
• Facebook Messenger
• Instagram
• Google Business Messages
• Twitter
• Telegram

All conversations land in your Intercom inbox. No missed messages, no matter the platform.

4. Smart User Identification

Octopods supercharges Intercom's user ID system. It's all about matching users across platforms and keeping their records straight.

Here's how Intercom ranks user IDs:

1. Intercom ID
2. User ID
3. Email

When Intercom updates user info, it picks the Intercom ID over the user_id if both are there. This keeps things tidy.

Octopods uses Intercom's Custom Data Attributes (CDAs) to level up user matching. CDAs let you store extra user info for better matching.

Why use a user_id instead of an email? Let's break it down:

Octopods plays nice with Intercom's Assignment Rules, too. This means WhatsApp chats go to the right team, pronto.

Want to nail user identification? Here's how:

• Use unique user_ids whenever you can
• Set up Custom Data Attributes for extra user info
• Use Assignment Rules to route chats smartly
• Keep user data fresh and accurate

5. Extra User Information Fields

Octopods supercharges Intercom's user profiles with custom data attributes (CDAs). These extra fields let you track user-specific info that matters to your business.

Here's the scoop on CDAs in Octopods:

• Add up to 250 custom fields for People and Company profiles
• Track customer-specific details (plan type, sign-up date, etc.)
• Capture data points unique to your industry

A fitness app might use CDAs like this:

Setting up a new CDA in Intercom? Here's how:

1. Go to Settings > Data > People

2. Click "+ Create attribute"

3. Name it and pick a data type (String, Number, Boolean, or Time Stamp)

4. Add a description for your team

Octopods adds some channel-specific CDAs automatically. For WhatsApp users, you'll see:

• octopods_whatsapp_account_phone
• octopods_twilio_whatsapp_account_phone
• octopods_messagebird_whatsapp_account_phone

These show which WhatsApp account the user contacted you through.

Mix Octopods' CDAs with Intercom's Assignment Rules to route conversations like a pro. Example: Send all WhatsApp chats from premium users to your VIP support team.

Pro tip: Can't delete CDAs? No problem. Archive the ones you don't use to keep things tidy.

6. Close Link with Intercom Tools

Octopods supercharges Intercom, making customer chats a breeze. Here's the scoop:

Unified Inbox: All your messages - WhatsApp, Instagram, you name it - land in one Intercom inbox. No more juggling apps.

WhatsApp in Intercom: Chat on WhatsApp right from Intercom. It's like having your cake and eating it too.

Instagram? No problem: Slide those Insta convos into Intercom. Easy peasy.

More Channels: Telegram, LINE, Viber, SMS - Octopods brings the whole gang to Intercom.

Rock-Solid Connection: Octopods uses official APIs. That means it's as reliable as your morning coffee.

Check out this table showing what Octopods adds to Intercom:

With Octopods, your Intercom becomes a communication powerhouse. It's like giving your customer service team superpowers.

7. Instagram Business Link

Octopods connects Instagram Business to your Intercom inbox. Here's the deal:

1. Quick Setup

Link your Instagram Business account to Intercom in about a minute.

2. Unified Messaging

Handle Instagram DMs right in Intercom. No more switching apps.

3. Automation Power

Use Zapier to create workflows between Instagram and Intercom.

What you can do:

To connect:

1. Subscribe to Octopods' Instagram plan
2. Click "Connect Instagram Accounts" in Octopods
3. Pick your Facebook Page and Instagram Account
4. Activate the account in Octopods

"Yes @hannah c14​, you can connect Instagram to Intercom 😊 through Octopods. It's a one-minute setup." - Active User

Heads up: Instagram's DM API is in beta. Octopods is ready for the full release, expected mid-year.

Wrap-up

Octopods supercharges Intercom with multi-channel messaging. Here's what you get:

• Connect to 18 messaging platforms, including WhatsApp and Facebook Messenger
• Tap into WhatsApp's 1.6 billion users
• View customer info without leaving Intercom
• Monitor all channels from one inbox

Users love Octopods. One said:

"Amazing for centralising your support channels."

It's easy to use, and their support team is quick to help.

Related posts

• 5 Ways Octopods Enhances Intercom Integration
• Integrating Instagram with Intercom: A Step-by-Step Guide
• Ultimate Guide to Octopods-Intercom Integration
• WhatsApp Template Setup in Intercom: Guide