Intercom (Channel)

Enabling the Channel

To enable NicoChat's additional channels, go to “Workspace Settings” > “Channels”, enable the desired channel and click “Update”, as shown in the image:

Key benefits

Solve customer support issues with chatbot automation and Google's artificial intelligence before they reach your support team.

No coding knowledge required

You don't need to be a developer or learn to code to use NicoChat. With our drag-and-drop flow builder, you can easily build your automation logic.

11+ channels supported, and growing

Today NicoChat connects your Intercom with your customers from Instagram, Messenger, WhatsApp, Google Business Messenger, Telegram, Viber, Line, SMS, Voice, Slack and Wechat, and more channels keep being added to the platform. Reach your customer through automation and live chat wherever they are.

Omnichannel flow builder

With our omnichannel flow builder, you build your automation logic once and apply it to all the social channels we support (Instagram, Messenger, WhatsApp, Google Business Messenger, Telegram, WeChat, Line, Viber).

Artificial Intelligence

Recognize customer intent using Google Dialogflow and redirect them to your chatbot automation. Transfer only the unrecognized intent to live chat support. This will save a lot of time on live chat support.

Integration with third parties

NicoChat has built-in integration with Stripe, Paypal, Cloudinary, Shopify, Woocommerce, Calendly, Slack, Google Sheet, Twilio, SingalWire, message Media, Gmail, Sendgrid, Mailchimp, ActiveCampaign, Zapier, Integromat and Pabbly Connect. This way, you sync leads and sales into your own CRM or project management tools.

Connect to Intercom

Step 1: connect your Intercom account

In this step, you will connect your Intercom account inside NicoChat. After logging in to NicoChat, go to Integration, then to Intercom, and click the “Connect Intercom” button.

Step 2: authorize the Intercom account

After clicking the “Connect Intercom” button, you will be redirected to log in to your Intercom account and you will see the screen in the image above. Click “Authorize access”: the app is now added to your workspace.

After the authorization, it will appear as shown below.

You can disconnect the app by clicking the button to disconnect Intercom from this workspace.

Step 3: switch live chat to Intercom

After integrating Intercom, you need to create an omnichannel chatbot inside NicoChat. You may need to link the channels we currently support (Facebook Messenger, Instagram, WhatsApp, Google Business Messenger, WeChat, Line, Viber, Telegram).

After linking the channel, open the channel, go to the omnichannel settings and select Intercom in the live chat integration.

Use Intercom

Step 1: trigger “Talk to Human/Pause Automation” anywhere in the flow

The advantage of using NicoChat with Intercom is that your business can automate at least 80% with chatbot and AI. You easily build your chatbot in our visual flow builder and, if at any point your customer needs help:

Connect an action, go to “Basic Actions” and find “Talk to Human/Pause Automation”. From there, your customer, coming from 11+ social channels, talks directly to your Intercom live chat support.

After the customer starts a conversation, you will see the new contacts created from the social channels, along with their questions.

If available, NicoChat pulls the user's profile, email and phone to create the contact.

And from there, your agent in Intercom can reply directly to the customer on 11+ social channels.

By default, live chat is set to 30 minutes; after that time, if there is no active conversation, the user goes back to the chatbot automation.

Step 2: Sending files and images

After the customer activates live chat through our flow, they can send text, images and files to your agent.

On the other side, your agent in Intercom can also send images and files back to the user.

If the Intercom agent adds any note to the customer or to the conversation, the note content will also be synced to NicoChat's Subscribers.

Note that you can also see the entire live chat history inside NicoChat's live chat.

Step 3: ending the conversation

If your Intercom live chat support helps the user solve the issue, when the conversation is closed the user goes back to the chatbot automation.

If the Intercom live chat decides to follow up on the issue, for certain channels (Messenger, WhatsApp, Instagram) we will deliver the message if it is within 24 hours. If it is outside the 24-hour window, we will reply that the user is outside the contact window.

If the user is within the contact window, any message from the Intercom agent restarts the 30-minute human support window and activates live chat with the user.