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Configuring your Intercom integration

Intercom helps you build stronger customer relationships through scalable, personalized messaging for sales, marketing, and support teams. The Aircall–Intercom integration allows your call activity to log directly in Intercom, helping your teams stay connected and efficient.

Before you begin

To install and configure the integration, make sure that:

  • You have Admin rights in both Aircall and Intercom.
  • All Aircall users are registered with the same email address in both platforms.

Installing the Intercom integration

Follow these steps to connect Aircall with Intercom.

Steps:

  1. Go to Admin Dashboard > Integrations & API
  2. In the Discover integrations section, find and click Intercom.
  3. Click Install integration to start the setup flow.
  4. Click Authorize.
  5. Under Select numbers, click Add numbers.
  6. Choose the Aircall numbers you want linked to Intercom, then click Add numbers in the bottom-right corner to continue.
IMPORTANT:
You can skip this step, but call activity will only log in Intercom if at least one number is selected. You can add or remove numbers later in the Aircall Dashboard.
  1. If you are not logged in to Intercom, you will be directed to the Intercom login page.
  2. After logging in, click Authorize access on the authorization page.
NOTE:
You can choose which Intercom workspace to connect by selecting it from the dropdown menu. The integration will only work with the chosen workspace. If needed, you can install multiple integrations to connect Aircall with multiple Intercom workspaces.

Once completed, your integration will be active. Click Edit settings to open your Intercom integration configuration page.

Configuring integration settings

In the Aircall Dashboard, you will find two sections for configuration: General and Settings.

General

  • Activate or deactivate your integration.
  • Add a custom name for your integration.
  • Add or remove the Aircall numbers linked to Intercom.
    • Calls to or from numbers not connected to the integration will not be logged in Intercom.
  • Delete your integration if needed.

Settings

  • Define how each type of call should be logged in Intercom.
  • Define how messages (SMS and WhatsApp text only) should be logged.
Screenshot 2025-09-30 at 2.15.15 PM.png
  • Choose whether calls should log only during business hours or at all times.
NOTE:
This setting applies only to calls and does not affect messages sent or received outside of business hours.
  • Choose if calls to or from numbers not saved in Intercom should:
    • Create a new User
    • Create a new Lead
    • Or create nothing
  • Choose if calls to or from numbers saved in Intercom but not in Aircall should automatically create an Aircall contact.
Screenshot 2025-03-26 at 1.32.35 PM.png

Defining assignment rules in Intercom

Missed calls are not assigned to any user by default in Intercom. To ensure proper follow-up, you can create assignment rules for missed calls.

Steps:

  1. In Intercom, go to Inbox > Automation > Rules.
  2. Click New rule.
  3. Set the rule as follows:
    • WHEN: A customer starts a new conversation
    • IF: Message content contains “Missed call on [Your Aircall Number]”
    • THEN: Assign to [select a teammate]
  4. Click Save and Set live.
NOTE:
You must have an Intercom inbox seat to access and configure assignment rules.

Your Aircall and Intercom integration is now fully set up and ready to use.

Jordan W.