Our two-way Salesforce integration makes it easy to capture, nurture and convert leads in Intercom. You can create Salesforce leads, see and use Salesforce data in Intercom and create Salesforce tasks from Intercom conversations. Here’s how it works: 

Why integrate with Salesforce? 

Your sales team can easily integrate Intercom into their existing workflows to: 

  • Create Salesforce leads in Intercom with a single click. This saves time copying and pasting between tools. 
  • Log conversations with leads as Salesforce tasks so you can keep track of all lead interactions. 
  • Automatically assign conversations to the correct lead owner in Intercom.
  • Send targeted lead nurture campaigns using Salesforce data like job title, status and account owner. 

Your sales and support teams can also collaborate together to: 

  • Quickly see the lead or account owner of a lead or user they’re talking to.
  • Quickly see important account information, like the lead’s status. 
  • Get full context of every lead’s journey by logging Intercom conversations in Salesforce. 

Note: This integration replaces our previous Salesforce integration. If you're using the old integration, it will continue to work but we recommend installing the new one as it lets you do much more.

Requirements

To integrate with Salesforce, you must have: 

  • An Intercom Engage Standard or Respond Standard subscription.
  • A Salesforce account with admin permissions (sandbox accounts are not supported).
  • There are 3 Salesforce editions that don’t have API access: Contact Edition, Group Edition and Professional Edition. 
  • Full admin permissions in Intercom. 

Integrate with Salesforce

Visit the Integrations Hub, then select ‘Integrate’ on the Salesforce option. This will install the integration for all teammates with Salesforce accounts.

Once you connect the integration, we’ll automatically link any Intercom lead or user that matches with a lead or contact profile in Salesforce. Then, we’ll start enriching these leads and users with Salesforce data in Intercom. 

Important: It may take some time to import your Salesforce data to Intercom. You’ll get an email when the integration is complete. 

View a user or lead's Salesforce data 

Once the integration is complete, just visit a matching lead or users’ profile in Intercom and hover over their Salesforce link to see their details. 

Note: You can also click on the link to see your lead’s details in Salesforce. 

Next, there are three powerful steps you can take to get and use live Salesforce data in Intercom, and log Intercom conversations in Salesforce:

1. Send leads from Intercom to Salesforce

You can create a Salesforce lead from Intercom with a single click. This will add the lead’s name, company name, email, phone, and a link back to their Intercom profile.

How to create Salesforce leads 

When you’re chatting to a lead in Intercom, you’ll see a Salesforce logo in their profile panel on the right of the inbox. Just click ‘Create Lead’ to send a lead to Salesforce. 

Important:

  • A lead must have an email address before they can be sent to Salesforce.
  • You can also create a Salesforce lead from a lead/user’s profile in Intercom. 
  • All leads are automatically assigned to the default lead owner set in Salesforce. You can change this in your Lead Settings in your Salesforce Setup. 

A link to the Salesforce lead will display in your lead’s profile panel in Intercom. 

  Leads sent to Salesforce are created with the following fields:

  • Name
  • Email address
  • Lead source: Intercom
  • Phone number (if available)

Just click the link to see your lead’s details in Salesforce. 

Note: If a lead’s email in Intercom matches with multiple leads in Salesforce, the link will appear as ‘Multiple matches found.’ Click the link to see a list of these leads in Salesforce. 

Important: 

  • You can edit a lead’s name, email, phone number and company name in Intercom before sending to Salesforce. 
  • If the lead is missing details, we'll send a placeholder to Salesforce. However, if you edit these details after sending a lead to Salesforce in either tool, this won't update in Intercom or Salesforce. 

2. Send conversations from Intercom to Salesforce 

It’s easy to log conversations you have with leads as Salesforce tasks. This means you’ll have a complete interaction history with each lead or contact. 

How to create conversations in Salesforce 

In the inbox, just hover over a message, click on the three dots that appear and select ‘New Salesforce task.’ 

The conversation will display on a lead/contact’s page as a completed task. You’ll see a snippet of the conversation and a link to the conversation in Intercom. 

Note:

  • We'll assign the task in Salesforce to the teammate assigned to the conversation in Intercom.
  • If a lead's or users' email in Intercom matches with multiple leads in Salesforce, we'll create a new task for them all. 

3. See and use Salesforce data in Intercom

When you first connect to Salesforce, we’ll look for leads/users with the same email address. Then we’ll send Salesforce data to that users/leads’ profile, like the lead’s job title and name of their account owner. 

This data will appear as custom attributes in Intercom and can be used to assign conversations and send targeted messages.   

Here’s the full list of Salesforce data that will send to Intercom:

  • SALESFORCE_STATUS - the status of the lead (e.g. ‘open’, ‘contacted’)
  • SALESFORCE_TITLE (job title) - the job title of the lead/contact
  • SALESFORCE_OWNER_ID - the ID of the Salesforce user assigned as the owner of a lead/contact in Salesforce
  • SALESFORCE_OWNER_NAME - the name of the Salesforce user assigned as the owner of a lead/contact in Salesforce (note this may not necessarily be a user in Intercom) 
  • SALESFORCE_OWNER_EMAIL - the email of the Salesforce user assigned as the owner of a lead/contact in Salesforce
  • SALESFORCE_OWNER_ROLE - the role/job title of the lead/contact owner in Salesforce
  • SALESFORCE_ID - the ID of the lead/contact in Salesforce
  • SALESFORCE_OBJECT_TYPE - whether it is a lead or contact

This data is continuously updated from Salesforce every 5-10 minutes. You’ll also see events in Intercom that show you the time these attributes were last updated. You’ll see events for: 

  • SALESFORCE_CHANGE_OBJECT_TYPE
  • SALESFORCE_CHANGE_STATUS

Important: The initial sync can take a few hours if you have lots of data. You can check its progress in your Integration settings and we’ll email you once it’s complete.

Make the most of your Salesforce data

Get context on who you’re talking to 

Just hover over a Salesforce lead’s name in their Intercom profile to see a card with useful information that will help you get to know them better. For example, you can see their job title, status, account owner and more. This will help you answer each lead’s question in a personal way, which will increase your chance of converting them to paying customers. 

Note: We'll display different data for contacts and leads. When it’s a contact, we'll display the title, account owner and account owner role (ie. job title). The role will indicate whether the contact is at the Account Exec or Relationship Manager stage, and the contact's geolocation (for example, sales Dublin). 

Send targeted messages to nurture leads

If you have Intercom Engage, you can create a lead nurturing campaign and target it to automatically send to a specific group of leads. For example, you could add leads to a campaign when they’re at a promising status to encourage them to sign up for a paid account. 

Automatically assign conversations to a specific teammate or team

With Intercom Respond, you can also automatically assign conversations to a specific teammate or team. For example, you might want to assign messages from leads with specific job titles to your VIP sales team or messages from leads with a promising status to your Sales Development Reps or the lead’s owner. 

How to uninstall the integration 

If you wish to uninstall this integration at any time, just head to the Integrations Hub, select manage, then click ‘Remove integration.’ This will remove the integration for all teammates.

Having trouble setting up the integration?

As the Salesforce integration depends on the standard out-of-the-box setup that Salesforce offers, there may be times when the integration doesn’t install correctly. For example, specific Salesforce fields are required for the integration to work. 

If something fails while creating a lead or a task, you can diagnose the issue yourself. Just visit the integrations hub and select 'Manage' on your Salesforce integration. You'll see a list of errors there, along with the issues that are causing them. 

Note: Here are some more troubleshooting tips to help you successfully set up the integration. 

What’s next? 

Now that you have all the Salesforce data you need, go ahead and create an engaging campaign to convert your leads to paying customers. 

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