How to Integrate @Intercom Support Messages with Close.io #CRM

close and intercom sync

I have been wanting to sync my support system Intercom with the CRM we use at Process StreetClose.io (which I have written about before).

The reason for this is when we are looking at a customer in the CRM we want to be able to see not only the sales emails but all the support conversations they were having too.

This can be done quite easily with other Help Desk Tools or via the API but I wanted to build something quickly that didn’t require developer time.

I first setup a Zap using Intercom’s “New Message” Zap that triggered an email to my inbox which then Synced using Close’s 2 way email sync, which worked fine but only worked for the first message that was sent, it didn’t track the whole conversation which can last for days and contain lots of valuable information for sales. This basically meant sales still had to open both Intercom and Close.io to get a full picture of the customer.

Integrating All Intercom Support Tickets with Close

Step 1: Create a Webhook Zap in Zapier and get Custom Webhook URL

Create a new Zap in Zapier and add the Webhook integration, click next until you see the custom URL

intercom and close integration

Step 2: Create a Webhook in Intercom

Go to Settings -> Integrations and click “Add Webhook Integration”

create intercom webhook

Here are the topics I am passing in the Webhook:

New Message from a User
Reply from a User
Reply from a Teammate
Note added to Conversation
Conversation assigned to Teammate
User Unsubscribed From Email
User tagged
User untagged
New events

Step 3: Configure rest of Zap in Zapier

Here is a screenshot of my Zap click for full image.

intercom and close sync zap

Here is the text export (I assume you need to swap out my ID numbers):

Subject:

Body:

And that’s it! This was just my first attempt, it will probably get cleaned up a little but at least the core data is being passed. If you have any tweaks’ I’d love to hear them.