Add voice to your Intercom customer conversations
Connect AgentVoice to Intercom and bring phone calls into the same conversational support platform where your team handles chat, email, and messaging. Voice agents create Intercom conversations from phone calls, look up contact records and company data, and log every interaction in your shared inbox — so your team has a single view of every customer touchpoint.
Intercom was built around the idea that customer support should feel like a conversation, not a ticket queue. This integration extends that philosophy to your phone channel. Callers become Intercom contacts, phone interactions become conversations, and everything flows through the same workflows, assignment rules, and reporting your team already uses.
What your agent can do
During the call
- Identify Contacts — Match incoming callers to their Intercom contact record by phone number or email and access their conversation history, custom attributes, and company data.
- Read Conversation History — See the caller’s recent conversations across all channels — chat, email, social — so the voice agent has context on their latest interactions and open issues.
- Check Company Data — Pull the caller’s company record from Intercom, including plan type, custom attributes, and any account-level tags for more informed conversations.
After the call
- Create Conversations — Open new Intercom conversations from phone calls with the full transcript, summary, and any data collected during the call.
- Create Tickets — For issues that need tracking and resolution, create Intercom tickets with priority, status, and custom attributes populated from the conversation.
- Update Contact Attributes — Enrich contact records with new information gathered during the call — updated email, phone preferences, plan interest, or feedback.
- Trigger Workflows — New conversations and tickets trigger Intercom’s workflow automations — routing to the right team, sending follow-up messages, or updating custom attributes.
Use Cases
Unified Customer Support
- Phone calls create Intercom conversations that sit alongside chat and email in your team’s shared inbox
- Support agents see the caller’s complete history across all channels before responding, eliminating “can you tell me what happened?”
- One set of reports, one set of SLAs, one assignment workflow — phone support is no longer a separate operation
Sales Qualification via Phone
- Inbound callers are matched to their Intercom contact record so the voice agent can see their plan, usage, and previous conversations
- Qualified leads get a conversation created with lead score, qualification notes, and recommended next steps for your sales team
- Intercom workflows route the conversation to the right sales rep and trigger a follow-up message to the prospect
Proactive Customer Success
- Voice agents call customers approaching renewal or showing churn signals, with their Intercom contact data and recent support history loaded
- Conversations are logged in Intercom with outcome tags — renewed, at-risk, escalated — giving your CS team complete visibility
- Automated workflows trigger based on call outcomes: renewed customers get a thank-you message, at-risk accounts get flagged for CSM follow-up