Automate Intercom & Salesforce

Stop paying for mismatched spreadsheets. Sync data between Intercom and Salesforce in real-time, so you can manage your operations without the busywork.

Get This Workflow Built

Custom API Integration

Secure Data Transfer

Done-For-You Setup

How the Data Flows

graph LR
    subgraph Source ["Intercom"]
        T1(["Contact Replied"])
    end
    
    subgraph Middleware ["Enterprise Integration Core"]
        W[CRON API
Poller] --> V{Validation
& Auth}
        V -->|Fail| DLQ[Dead Letter
Queue]
        V -->|Pass| Map[Data Mapping
& Transformation]
        Map --> Retry[Rate Limiting
& Retries]
    end
    
    subgraph Target ["Salesforce"]
        A1(["Add Contact to Campaign"])
    end

    T1 -->|JSON Payload| W
    Retry -->|Authenticated API POST| A1

    style Source fill:transparent,stroke:#cbd5e1,stroke-dasharray: 5 5
    style Target fill:transparent,stroke:#cbd5e1,stroke-dasharray: 5 5
    style Middleware fill:#f8fafc,stroke:#94a3b8,stroke-width:2px
    style T1 fill:#3b82f6,stroke:#fff,stroke-width:2px,color:#fff
    style W fill:#1f2937,stroke:#fff,stroke-width:1px,color:#fff
    style V fill:#1f2937,stroke:#fff,stroke-width:1px,color:#fff
    style Map fill:#1f2937,stroke:#fff,stroke-width:1px,color:#fff
    style Retry fill:#1f2937,stroke:#fff,stroke-width:1px,color:#fff
    style DLQ fill:#ef4444,stroke:#fff,stroke-width:1px,color:#fff
    style A1 fill:#e11d48,stroke:#fff,stroke-width:2px,color:#fff

When Intercom and Salesforce operate independently, customer support teams often face challenges in managing ticket data. For instance, when a user submits a support request through Intercom, the details such as user ID, issue description, and timestamps may not be automatically transferred to Salesforce. This leads to support agents manually entering this data into Salesforce, wasting valuable time and increasing the risk of human error. As a result, the sales team may lack crucial insights into customer issues, impacting their ability to follow up effectively.

Top Ways to Automate Intercom & Salesforce

Automated Lead Capture: Instantly sync leads from Intercom chats to Salesforce, ensuring that your sales team has real-time access to potential customers without manual entry.
Unified Customer Profiles: Automatically update customer records in Salesforce with interaction data from Intercom, providing your sales team with comprehensive insights for personalized outreach.
Streamlined Follow-Up Tasks: Create automated follow-up tasks in Salesforce based on Intercom conversations, ensuring timely responses and enhancing customer engagement.

How to Build the Intercom → Salesforce Sync

In Intercom, navigate to the 'Webhooks' section and create a new webhook. Set the trigger to 'New Conversation Created'.
Configure the webhook to send a POST request to your designated endpoint, e.g., https://yourdomain.com/api/intercom-to-salesforce.
In the payload, include relevant data such as user ID, conversation ID, and message content. The JSON payload should look like this:
```
{"user_id": "{{user.id}}", "conversation_id": "{{conversation.id}}", "message": "{{conversation.body}}"}
```
.
On your server, set up an endpoint to receive the POST request. Extract the user ID, conversation ID, and message from the incoming JSON.
Use the Salesforce REST API to insert a new record. Construct your POST request to https://yourinstance.salesforce.com/services/data/vXX.X/sobjects/Case/ with the following payload:
```
{"Subject": "New Support Request", "Description": "{{message}}", "Origin": "Intercom", "Custom_User_ID__c": "{{user_id}}"}
```
.
Ensure you handle authentication with Salesforce using OAuth 2.0, including acquiring and refreshing the access token as needed.

Developer Warnings & API Gotchas

Ensure that the user ID from Intercom is mapped correctly to a custom field in Salesforce; otherwise, you may create duplicate records or fail to associate cases with the correct users.
Be cautious with the data types; for example, if the message content exceeds Salesforce's character limits, it may cause the API request to fail.
When constructing the payload for Salesforce, remember that certain fields may require specific formats (e.g., date fields), so validate the data before sending the request.

Supported API Operations

We leverage official, stable endpoints to ensure secure data transfer. No deprecated legacy routes.

When this happens in Intercom... Contact Replied

Do this in Salesforce Add Contact to Campaign
When this happens in Intercom... Fetch Custom Actions

Do this in Salesforce Add File to Record
When this happens in Intercom... Lead Added Email

Do this in Salesforce Add Lead to Campaign
When this happens in Intercom... Lead Added Email (Legacy)

Do this in Salesforce Call Apex REST
When this happens in Intercom... Lead Converted to User

Do this in Salesforce Convert Lead to Contact

SyncMatrix Experts

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I can see you're looking at mapping Intercom to Salesforce. Tell me about your current setup—what's the specific bottleneck you're trying to automate right now?