Automate Intercom & Twilio

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

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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 ["Twilio"]
        A1(["Call Legacy"])
    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 Twilio operate independently, support agents often face delays in responding to customer inquiries. For instance, if a customer submits a ticket in Intercom and simultaneously sends a message via Twilio, the support team may miss critical context. This leads to agents manually cross-referencing two systems to gather information, wasting time and increasing the likelihood of errors. As a result, customer satisfaction can plummet due to inconsistent communication and delayed responses.

Top Ways to Automate Intercom & Twilio

Automated SMS Notifications: Instantly send SMS updates to customers via Twilio when a new message is received in Intercom, ensuring timely communication and reducing the risk of missed interactions.
Unified Customer Profiles: Automatically sync customer data between Intercom and Twilio, creating a comprehensive view of customer interactions that empowers agents to deliver personalized support and improve engagement.
Triggered Workflows: Set up automated workflows that trigger specific actions in Twilio based on events in Intercom, such as sending follow-up messages after a chat ends, enhancing customer retention and satisfaction.

How to Build the Intercom → Twilio Sync

In Intercom, navigate to the 'Webhooks' section and create a new webhook that triggers on 'Conversation Created'. Set the endpoint URL to your server that will handle incoming data.
Configure the webhook to send a payload that includes the 'conversation_id', 'customer_id', and 'message_text'. This data will be essential for creating a corresponding message in Twilio.
On your server, implement an endpoint (e.g., POST /api/twilio/message) that listens for incoming webhook requests from Intercom.
Extract the 'conversation_id', 'customer_id', and 'message_text' from the Intercom payload.
Use the Twilio REST API to send a message by making a POST request to the endpoint 'https://api.twilio.com/2010-04-01/Accounts/{AccountSid}/Messages.json'. Include the extracted 'message_text' in the 'Body' parameter and the customer's phone number (mapped from 'customer_id') in the 'To' parameter.
Ensure to handle any errors from the Twilio API and log them for troubleshooting.

Developer Warnings & API Gotchas

Ensure that the 'customer_id' in the Intercom payload correctly maps to the phone number format required by Twilio. If the format is incorrect, Twilio will reject the message.
Be cautious with the payload size sent from Intercom. If the 'message_text' exceeds Twilio's character limit, it may cause the API request to fail.
When setting up the webhook in Intercom, ensure that the endpoint is publicly accessible; otherwise, Intercom will not be able to send the data to your server.

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 Twilio Call (Legacy)
When this happens in Intercom... Fetch Custom Actions

Do this in Twilio Call Phone
When this happens in Intercom... Lead Added Email

Do this in Twilio SMS (Legacy)
When this happens in Intercom... Lead Added Email (Legacy)

Do this in Twilio Send SMS
When this happens in Intercom... Lead Converted to User

Do this in Twilio Send WhatsApp Message

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