Connect WhatsApp with Intercom to manage all customer messages in one place. Here's what you need to know:
Cost & Requirements:
- Octopods: $99/month per WhatsApp line
- WhatsApp API: Starting at $15/month
- Fresh phone number required (can't use existing WhatsApp numbers)
- Business verification takes 3-4 weeks
| Feature | What You Get |
|---|---|
| One Inbox | Manage all WhatsApp chats in Intercom |
| Quick Setup | 5-minute connection process |
| Media Support | Send/receive images, files, voice notes |
| Templates | Pre-approved message templates |
| Team Tools | Tags, chat assignment, saved responses |
Before You Start:
- Remove WhatsApp from your business number
- Turn off two-factor authentication
- Get business verification docs ready
- Choose a message provider:
- 360dialog: $15 flat rate
- Twilio/MessageBird: $0.005 per message
Key Limitations:
- Can't message customers after 24 hours without templates
- Business number won't work with regular WhatsApp
- Need Meta business verification
- Must use fresh phone number
66% of customers buy products after chatting with businesses on WhatsApp. This guide shows you how to set up and manage WhatsApp-Intercom integration through Octopods.
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Before You Start
Here's what you need to set up WhatsApp with Intercom:
Account Setup
| Account | What It Does | Monthly Cost |
|---|---|---|
| Intercom | Handles your support messages | Current plan cost |
| Octopods | Connects everything together | $99 per WhatsApp line |
| Meta Business Manager | Lets you manage WhatsApp | $0 |
| WhatsApp API Provider | Sends/receives messages | Starts at $15 |
For your WhatsApp provider, you've got 3 options:
- 360dialog: $15 flat rate
- Twilio: Half a cent per message
- MessageBird: Half a cent per message
Technical Checklist
| Need | What to Know |
|---|---|
| Phone Number | Must be fresh (no WhatsApp history) |
| Business Info | Company name, website, email |
| Use an old account - new ones won't work | |
| Meta Check | Business verification takes 3-4 weeks |
Before you jump in:
- Remove WhatsApp if it's on your business number
- Switch off two-factor auth on WhatsApp
- Don't use a phone number that's part of your phone system
- Get your business paperwork ready
Heads up: The whole process takes 3-4 weeks, mostly waiting for Meta to check your business.
First Steps
Set Up Intercom
Here's what you need to check in Intercom before adding WhatsApp:
| Task | Details |
|---|---|
| Admin Access | You need admin rights |
| WhatsApp Integration | Get it from App Store ($9/month) |
| Permissions | Keep default permissions |
| Inbox Setup | Add Octopods to sidebar |
Set Up Octopods
Setting up Octopods takes about 15-20 minutes. Here's what to do:
- Create account: Head to octopods.io and click Get Started
- Verify email: Check your inbox and confirm
- Access dashboard: Log in to the web app
- Link Intercom: Hit Connect for your workspace
- Pick your plan:
| Plan Component | Cost |
|---|---|
| Base WhatsApp Line | $99/month |
| Extra Lines | $99/month each |
| 360dialog Messages | $15/month flat |
| Twilio/MessageBird | $0.005 per message |
Pro Tips:
- High message volume? Go with 360dialog
- Low volume? Twilio/MessageBird works better
- Add Octopods Inbox app to Intercom
- Use the help bot if you get stuck
Need more help? Click Need Help? on any page in the setup process.
Set Up WhatsApp Business
Here's how to connect WhatsApp with Intercom through Octopods:
Set Up Meta Business
First, you'll need a Meta Business account:
| Step | Action | Details |
|---|---|---|
| 1 | Create Meta Business Portfolio | Go to business.facebook.com with your Facebook account |
| 2 | Business Verification | Upload company docs to Security Center |
| 3 | Create Business App | Pick "Business" in Meta Developer Portal |
| 4 | Add WhatsApp Product | Look for WhatsApp in "Add Product" |
| 5 | Wait for Verification | 5-7 business days |
Add WhatsApp to Octopods
After Meta's approval, pick your WhatsApp provider:
| Provider | Setup Cost | Message Cost | Best For |
|---|---|---|---|
| 360dialog | Free | $15/month flat | High volume |
| Twilio | Free | $0.005/message | Low volume |
| MessageBird | Free | $0.005/message | Low volume |
Here's what you need:
- Company registration docs
- A fresh phone number (never used with WhatsApp)
- Customer opt-in for notifications
- Complete business verification
A few things to know:
- Your number won't work with regular WhatsApp anymore
- Message within 24 hours of customer contact = free
- Full setup takes 15-25 days
- Each WhatsApp line on Octopods = $99/month
Quick tip: Send lots of messages? Go with 360dialog's flat rate. Just a few? Pick Twilio or MessageBird's pay-per-message option.
Connect Your Tools
Connect Octopods to Intercom
Here's how to link up:
| Step | Action | Details |
|---|---|---|
| 1 | Log into Octopods | Use admin credentials |
| 2 | Click Connect | Find in main dashboard |
| 3 | Select Intercom | Choose from available platforms |
| 4 | Pick Workspace | Select your Intercom workspace |
| 5 | Authorize Access | Grant needed permissions |
Once done, you'll see a confirmation message and Intercom listed in your connected services.
Set Up WhatsApp Settings
Here are the main WhatsApp settings in Intercom:
| Setting | Function | Default |
|---|---|---|
| Message Window | Sets new thread timing | 24 hours |
| Lead Merging | Links WhatsApp users to existing contacts | Off |
| QR Code Option | Enables Messenger-to-WhatsApp switching | Off |
| Message Types | Handles text, images, files | All enabled |
Here's what you NEED to know:
1. Message Templates
After 24 hours of silence, you can't send free text - you'll need pre-approved templates.
2. Two Key Settings
- Turn on "Identify existing users" to combine WhatsApp contacts with current leads
- Pick your message threading time (minutes/hours/days) to match your support flow
Want to spot WhatsApp messages? They'll have a WhatsApp icon right in your inbox. You can send text, images, and files - just like regular messages.
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Test Your Setup
Here's how to make sure your WhatsApp-Intercom connection works through Octopods:
| Test Type | Steps | What to Check |
|---|---|---|
| Message Delivery | 1. Open Octopods 2. Find Broadcasts 3. Type test message 4. Send to test number |
- Message shows up in WhatsApp - Message appears in Intercom - WhatsApp icon is visible |
| Message Format | Send each content type | - Text looks right - Images show up - Files go through |
| Response Time | Send messages both ways | - Messages match on both sides - Delays under 1 minute |
"Start small - test with just a few people first", says the Octopods support team.
Got problems? Here's what to do:
| Problem | Solution | What to Know |
|---|---|---|
| Messages fail | Use +441231234123 format | This fixes most issues |
| Error overload | Look at message limits | You might need a bigger plan |
| API not working | Check Business API setup | Your account needs verification |
| Missing in Intercom | Check connection settings | Look at access settings |
Before you go live:
- Turn on chat in Settings
- Switch off 2FA for WhatsApp
- Test every type of message
- Watch for WhatsApp's grey ticks
"Small setup mistakes cause most problems. Check everything twice", says a WhatsApp Business expert.
Important: Once you connect through Octopods, you can't use that WhatsApp number on phone apps anymore.
Extra Settings
Create Message Templates
Here's how to set up WhatsApp templates in Octopods for sending customer updates after the 24-hour window:
| Template Type | Use Case | Example |
|---|---|---|
| Promotional | Sales and offers | "Get 20% off your next purchase" |
| Transactional | Order updates | "Your order #123 has shipped" |
| One-time passwords | Security codes | "Your login code is: {1}" |
Setting up templates is simple:
- Open Octopods dashboard
- Go to WhatsApp Manager
- Click "Create Message Template"
- Add header (if needed) and body text
- Submit for approval
Heads up: Providers like 360dialog and Twilio take 1-24 hours to review templates.
Set Up Auto-Rules
Want to handle WhatsApp messages better in Intercom? Here's how to set up rules:
| Rule Type | Steps | What It Does |
|---|---|---|
| Message Tags | 1. Go to Automation > Workflows 2. Click "New workflow" 3. Select "Customer sends any message" |
Adds tags based on message content |
| Auto-Assignment | 1. Pick "WhatsApp Business number" condition 2. Add team member assignment |
Sends messages to specific teams |
| Quick Replies | 1. Create saved responses 2. Add to workflow |
Makes common responses faster |
Quick Tips:
- Make templates short and direct
- Start with small message volumes to test rules
- Look for WhatsApp's grey ticks to confirm delivery
- Keep templates current with your business info
"The Octopods Inbox app/widget allows sending message templates directly from Intercom", states the Octopods documentation.
Tips and Guidelines
Handle Messages Better
| Action | Method | Impact |
|---|---|---|
| Message Templates | Add templates in Octopods | Cuts response time by 60% |
| Track Performance | Monitor metrics in Intercom | Keeps 24/7 support on track |
| Set Time Goals | Example: 2-hour first reply | Sets clear expectations |
| Add Media | Share visuals via WhatsApp | Makes solutions clear |
Here's what works for message handling:
- Tag chats (support, sales, urgent)
- Let Intercom auto-assign chats
- Keep conversations in one place
- Watch those WhatsApp ticks
Keep Data Safe
| Action | Steps | Why |
|---|---|---|
| Two-Step Login | Set up WhatsApp PIN | Stops unwanted access |
| Check Devices | Monthly device audit | Removes old logins |
| Back Up Chats | Set up auto-backups | Saves chat history |
| Control Access | Set Intercom permissions | Limits data access |
Focus on these security basics:
- Turn on end-to-end encryption
- Delete messages after 30 days
- Stick to official WhatsApp partners
- Keep your apps updated
"Our focus on security testing and privacy standards helps you message customers at scale with peace of mind." - Hubtype
Here's what others say:
"Intercom fits our simple brand perfectly... Our team just focuses on making customers happy - the platform stays out of their way." - Gill Fisher, Head of Customer Experience & Delivery at SMARTY
Look at KLM Airlines: They handle 35,000 WhatsApp requests every week, sending flight info and boarding passes straight to phones.
Keep Your Setup Running
Here's what you need to check (and when) to keep your WhatsApp-Intercom setup working smoothly:
| Daily Checks | Weekly Checks | Monthly Checks |
|---|---|---|
| Message flow | Response times | API health |
| Failed messages | Auto-rules | Templates |
| Connection status | New features | Security updates |
The key? Test everything. Send test messages. Watch for failures. Make sure your auto-rules work.
System Updates
Your setup needs regular updates to work right:
- Check Meta's announcements for API changes
- Read Intercom's release notes
- Look at your Octopods dashboard
- Install security patches when they drop
"WhatsApp has a 98% message open rate, making it critical to maintain proper integration for business communication." - WhatsApp Business API Documentation
Quick tip: Before you move phone numbers around, turn off Two-Factor Authentication. And don't forget - once you connect a number to Intercom, you can't use it on WhatsApp mobile apps anymore.
Want to stay on top of all this? Put these checks in your calendar. It's the best way to catch problems before they mess up your customer service.
Pro tip: Back up your conversations regularly. You'll thank yourself later if something goes wrong.
Summary
Here's what happens when you connect WhatsApp and Intercom with Octopods:
| Feature | What You Get |
|---|---|
| One inbox | Manage all WhatsApp messages in Intercom |
| 5-minute setup | Connect your accounts without tech headaches |
| Media handling | Share images, files, and voice messages both ways |
| Ready-to-use templates | Answer common questions fast |
| Team features | Use tags, assign chats, share saved responses |
The data speaks for itself:
- 66% of people buy products after messaging brands on WhatsApp
- 65% prefer messaging over email when talking to businesses
Setting up is simple:
- Create your accounts (Meta Business, WhatsApp Business, Intercom)
- Link them through Octopods
- Run a test message
- Build your message templates
- Add auto-rules to speed things up
Before you start, remember:
- Remove any WhatsApp accounts from your business phone number
- Check that your phone works for verification codes
- Get your message templates ready first
- Save your chat history regularly
This setup opens the door to WhatsApp's 2 billion active users - right from your Intercom dashboard. Your team works faster in one place, while customers chat on their favorite app.
Here's proof it works: A pizza chain in the US tried this setup. Their results? They solved customer issues 4x faster and boosted repeat orders by 20%.
FAQs
Here's what you need to know about connecting WhatsApp with Intercom:
Basic Setup Steps:
- Open Intercom App store
- Search for WhatsApp
- Hit "Install now"
- Go to Settings
- Link your WhatsApp business profile
Cost & Requirements:
- Monthly fee: $9
- Phone number can't be used with other WhatsApp apps
- Phone must accept SMS/voice verification
- Remove existing WhatsApp accounts from your business number
| Problem | Fix |
|---|---|
| Number already registered | Use migration flow to transfer number |
| Verification code issues | Check browser console or try first-time setup |
| Messages not sending | Check if chat is on in Settings - Options |
Message Templates: WhatsApp's 24-hour rule: You'll need pre-approved message templates to contact customers after 24 hours. Set these up in your WhatsApp manager before you start.
Pro tip: Double-check that your business number is completely unlinked from other WhatsApp services before starting the integration. This saves time troubleshooting later.