Automate Twilio & Intercom

Stop paying for mismatched spreadsheets. Sync data between Twilio and Intercom 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 ["Twilio"]
        T1(["Fetch Custom Actions"])
    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 ["Intercom"]
        A1(["Add Event 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 Twilio and Intercom operate in isolation, critical customer communication data can be lost during handoffs. For instance, if a customer sends a message via Twilio, the support team may not receive the context of that message in Intercom, leading to duplicate manual entries and confusion. Support agents waste valuable time tracking down customer inquiries across platforms, resulting in delayed responses and a poor customer experience.

Top Ways to Automate Twilio & Intercom

Automated SMS Notifications: Instantly send SMS updates to customers via Twilio when a new message is received in Intercom, ensuring timely communication and enhancing customer experience.
Unified Customer Profiles: Automatically sync customer data between Twilio and Intercom, providing your team with a comprehensive view of customer interactions and preferences, leading to more personalized engagement.
Streamlined Support Workflows: Create automated workflows that escalate customer inquiries from Intercom to Twilio for immediate SMS follow-ups, reducing response times and improving overall support efficiency.

How to Build the Twilio → Intercom Sync

Set up a webhook in Twilio to listen for incoming messages. Use the endpoint: https://api.twilio.com/2010-04-01/Accounts/{AccountSid}/Messages.json.
Configure the webhook to send a POST request to your server upon receiving a new message. The payload will include fields such as From, Body, and To.
On your server, extract the relevant data from the Twilio payload. You will need to capture From (customer phone number), Body (message content), and To (your Twilio number).
Transform the extracted data into the format required by Intercom. For example, map From to user.phone, Body to message.body, and include any necessary metadata.
Make a POST request to Intercom’s REST API at https://api.intercom.io/messages with the transformed data to create a new message in Intercom.

Developer Warnings & API Gotchas

Ensure that the From number in Twilio matches the user identifier in Intercom; otherwise, messages may not be associated with the correct user profile.
Be cautious with message formatting; Intercom may have specific requirements for the message body that could lead to errors if not properly sanitized.
When handling multiple incoming messages, ensure your server can process them in the correct order to maintain conversation context, as Twilio does not guarantee the order of webhook delivery.

Supported API Operations

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

When this happens in Twilio... Fetch Custom Actions

Do this in Intercom Add Event (Legacy)
When this happens in Twilio... New Call

Do this in Intercom Add Note
When this happens in Twilio... New Phone Number

Do this in Intercom Add Tag to Contact
When this happens in Twilio... New Recording

Do this in Intercom Add Tag to User (Legacy)
When this happens in Twilio... New SMS

Do this in Intercom Add/Remove Tag on Company

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