We just updated our Salesforce App with several improvements to streamline team workflows, simplify configuration, and improve data accuracy.

Create and view Salesforce cases using your existing record types without leaving the Intercom Inbox 📥

Take advantage of pre-existing layouts, default values, and required fields to ensure the right data is available to work cases and use in your Salesforce workflows.

To use Salesforce case record types in Intercom, you need to enable access in your Salesforce app settings area. You can also first test the configuration using your Intercom test workspace and Salesforce sandbox. Additional information can be found in this help document.

Check the status of your Salesforce configuration ✅

We added a status that indicates the last time your Salesforce Account, Lead, and Contact data successfully synched with Intercom. This will help you to more easily monitor and troubleshoot potential issues with your Intercom and Salesforce configuration. Check the status in your Salesforce app settings area.

Improve your configuration with recommended mapping fields 🔁

When possible, we use recently updated Intercom and Salesforce records to recommend the optimal field to map your Accounts in Salesforce with Companies in Intercom, making your configuration more accurate and easier to set up.

You can review or update your mapping settings here.