Our two-way Salesforce app 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: 

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

Your sales and support teams can also collaborate together to: 

To integrate with Salesforce, you must have: 

Note: There are 3 Salesforce editions that don’t have API access: Contact Edition, Group Edition and Professional Edition. You can purchase API access as an add-on to the Professional Edition.

First, go your App store. Then, search for the Salesforce app and click ‘Install now'. This will install the app 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. 

If you’d like, you can test the integration safely first. Just select ‘Install using sandbox’ from the dropdown when installing the app:

Once installed you can map the qualification data that you want to sync between Intercom and Salesforce. Custom qualification data can also be mapped by selecting the corresponding Salesforce field here:

You can send Country Code and Continent Code based on a user's IP information. These values are compatible with the country pick-list validation that Salesforce uses, and therefore expands to the full Country Name. 

See our plans and pricing here for how you can get access to this.

Once you’ve finished installing the Salesforce app, you can add it to your Help Desk, so that you can check your lead’s Salesforce details as you chat. Just click ‘Edit apps’:

Then, select Salesforce from the list and click on the pin icon to the right to add it:

Now, if you’re chatting with a user or lead who exists in Salesforce, you’ll see the Salesforce contact, account, or opportunity information displayed in the conversation details. 

If there are multiple linked opportunities you can toggle between them with this dropdown:

You can also see their status, account owner and more. This will help you understand the stage your lead is at, so you can nurture and  convert them to paying customers faster. To see their full Salesforce record, just click ‘Open in Salesforce’. 

Intercom will map your records to Salesforce like so:

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

When you’re chatting to a lead in Intercom with Salesforce in your conversation details, you can click ‘Create Lead’ to send them to Salesforce as a new lead:

The Salesforce app will then display the lead profile, and a direct link to the lead in Salesforce:

If they are converted in Salesforce, you’ll see the contact or account details here too:

Contacts in Salesforce will also display any associated cases.
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​Important:

Leads sent to Salesforce are created with the following fields:

Note: If a lead’s email in Intercom matches with multiple leads in Salesforce, the lead's Salesforce profile in Intercom will appear as ‘Multiple matches found.’ You can click on this for more information. Here's what we'll show when this happens:

Here's what will happen in Salesforce when there are multiple matches:

We'll automatically map your Salesforce users to their Intercom teammate profile to keep lead and account ownership up to date:

If you hover over the lead owner in Intercom, you can see if a lead owner was automatically assigned by Salesforce:

You can also map qualifying lead, user and company attributes to Salesforce lead fields. This allows you to update Salesforce fields without leaving the Intercom Help Desk.

Just visit your Salesforce app settings page and select a Salesforce lead field for every piece of Intercom qualification data you’ve added. 

You can also map your lead's most recent source, campaign and other UTM parameters you use in your advertising campaigns to Salesforce too. 

Referral and UTM data captured from your website by Intercom will update the fields when a lead is created in Salesforce:
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It's easy to send conversations automatically, making it easier to keep track of your customers' activity.

You can log conversations you have with leads, notes you’ve left teammates, and Proactive Support messages as Salesforce tasks. This means you’ll have a complete interaction history with each lead or contact. 

Every time a conversation is started, a task will be created in the Salesforce activities list for the lead or contact. The task is also updated when the conversation is closed. 

In the Help Desk, just hover over a note or message and 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/note and a link to the conversation in Intercom:

When a conversation is sent to Salesforce, we’ll check if there are any relevant open opportunities that we can relate it to. All conversations associated with an opportunity will be automatically related and listed as an activity within the opportunity. 

Note:

If an Intercom user or lead exists as a contact in Salesforce, you can see their number of open cases (if there are any) in the 'Contact" tab:

Click the count to see the cases in more detail (with case ID, status and priority):

To create a new case for a contact in Salesforce, click "New Case", then enter the case details, and click 'Create Case':

After creating a case, a note is added to the conversation, with a link to view the case in Salesforce:

To choose how cases are assigned to an owner, go to the Intercom App Store, select the Salesforce app, and click 'Settings':

Under 'Conversations', choose how cases are assigned to owners in Salesforce:

The Created By fields will be populated in Salesforce with the teammate who installed the Salesforce app in Intercom.

When you create a new case with the Salesforce app in your Help Desk, you'll see how ownership is going to be assigned:

From the App Store, go to the 'Settings' tab of the Salesforce app: 

Under 'Conversations' you can choose which fields are shown when creating a case in Salesforce: 

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

The 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 as attributes:

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: 

The new version of the Salesforce app gives you control over which Salesforce attributes are mapped to your Intercom account.

If you wish to uninstall this integration at any time, just head to the app store and remove the integration from there. This will remove the app for all teammates.

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 app store and select the Salesforce app settings. You'll see a list of errors there, along with the issues that are causing them.