Intercom Phone lets you make outbound phone calls or Messenger voice/video calls straight from the Inbox and Contacts page.

Phone calls let you contact a customer on their saved number, while Messenger voice and video calls allow you to connect with customers directly through the Messenger, and enable screen sharing.

Click on the Create new icon at the top of the inbox navigation menu and then select Phone call.

When the outbound dialer opens, the country will be set to the phone line selected to call from. Use the dropdowns to select another line or country dialing code. Then you can either use the dialer keypad or your keyboard to enter a number to call.

You can also switch to Contacts to search for an existing contact (by name or phone number).

When you make an outbound call it creates a new conversation with the contact.

An option to open the keypad during the call is available while on an active call (both inbound and outbound calls).

To make a call from a conversation, simply select the phone icon in the top right, then choose Phone call.

If you’ve activated and set up multiple phone numbers on your workspace, you can also select which number you’d like to make the call from.

You can make an outbound phone call directly from the Contacts page by selecting the phone icon next to a contact who has an existing phone number. This will open the dialer in the Inbox with their phone number ready to call.

Outbound calling from the Inbox also enables your team to schedule calls with our calendar integrations like Calendly or Google Calendar and keep the whole conversation in one place.

Messenger calls are web-based voice or video calls that are perfect for connecting to customers while they’re active in the Messenger (i.e. during a live chat). These calls utilize VoIP (Voice over Internet Protocol) technology, which allows voice communication to be transmitted over the internet rather than traditional phone lines.

To make a Messenger call from the Inbox, ensure the conversation is in the Messenger and the customer is online. Then click the phone icon in the top right and select from Messenger voice or video call.

Messenger voice call will initiate the call with only audio for the teammate and customer. Video can be turned on later if needed.

Messenger video call will initiate the call with audio and video for the teammate. The customer can turn on their video later if needed.

Use the call controls to start or stop video, adjust the video screen size, mute, or end call.

When a teammate makes a Messenger call, the customer will receive a message in the Messenger to join the call.

Customers joining a Messenger call need to accept browser microphone/camera permission.

If recordings and transcripts are enabled, when a customer joins the call there’s a red indicator next to the time which indicates that the call is being recorded.

Once the customer has joined the call, they can share their current screen, window, or tab with the teammate using the screen icon in the call controls.

This will present their screen to the teammate in the inbox.

Alternatively, customers can make or receive traditional phone calls to the phone numbers activated on your workspace.

You can create 3-way calls from your inbox. Both the ability to add other teammates and external phone numbers are supported.

First, add a participant to a call. Click on the ellipsis icon in the Phone calling modal and select Add participant.

Select a saved user from the provided list 👇

Or type a new phone number from the dial pad.

Once a new number is selected, the modal will initiate a call to the new participant. When the additional participant joins the call, the modal will update to reflect that there are 3 participants on the call.

If the participant rejects the call, a voice message that the call has not been accepted will be played.

Next, learn how to take calls from the Inbox. 😃