Integrate WhatsApp with Intercom for Omnichannel Support
The integration between Intercom and WhatsApp via Spoki creates a unified customer support experience. Manage WhatsApp conversations alongside your existing Intercom channels, automate responses, and provide seamless support across all touchpoints.
Intercom's powerful customer communication platform combined with Spoki's WhatsApp capabilities enables support teams to deliver consistent, personalized experiences no matter where customers reach out.
1. Unified Inbox Experience
Manage all WhatsApp conversations directly within Intercom's inbox. Your support team can respond to WhatsApp messages without switching between platforms, maintaining context and improving efficiency.
- Single workspace: All channels in one place for easier management
- Consistent responses: Use Intercom's saved replies for WhatsApp
- Full history: See complete customer conversation history across channels
- Team collaboration: Assign and discuss WhatsApp tickets with teammates
2. Automated Support Workflows
Leverage Intercom's automation capabilities for WhatsApp conversations. Route inquiries to the right team, send automatic responses, and trigger bots based on customer messages.
- Automatic routing based on message content
- First response automation for common queries
- Bot integration for 24/7 initial support
- Escalation rules for complex issues
- Business hours auto-responders
3. Rich Customer Context
Access complete customer profiles during WhatsApp conversations. See previous interactions, purchase history, and custom attributes to provide personalized support.
4. Proactive Customer Engagement
Use WhatsApp for proactive customer outreach beyond reactive support. Send targeted messages based on user behavior, lifecycle stage, or custom events tracked in Intercom.
5. Analytics and Reporting
Track WhatsApp support performance within Intercom's reporting dashboard. Measure response times, resolution rates, and customer satisfaction across all channels.
- First response time for WhatsApp
- Resolution time by channel
- Customer satisfaction scores
- Team workload distribution
- Conversation volume trends
Configuration | Connect Intercom with Spoki
Setting up the integration between Intercom and Spoki enables powerful omnichannel support. Follow these steps to get started.
- Connect your Intercom workspace to Spoki
- Configure WhatsApp as a custom channel in Intercom
- Set up message routing rules for WhatsApp conversations
- Configure automation workflows for initial responses
- Train your team on handling WhatsApp conversations in Intercom
- Test the integration with sample conversations
Best Practices
- Create WhatsApp-specific saved replies for common questions
- Set up business hours and auto-responders
- Use tags to categorize WhatsApp conversations
- Monitor response times to meet WhatsApp's quality standards
Unify your support with WhatsApp and Intercom
Deliver seamless customer support across all channels with WhatsApp integrated into your Intercom workspace.
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