Mobile Telephony and Cloud Integration with Intercom: Break the Barrier Between Chat and Voice

Un1ty is the communication platform that integrates all your business telephony (mobile eSIM, Microsoft Teams, Cisco Webex, 3CX, etc.) directly into your Intercom Messenger.

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With the Intercom integration, move seamlessly from text to voice. Connect your agents whether they’re in the office with a headset or in the field with their smartphone, and centralize all your customer conversations in one place.

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Key Features of the Intercom Integration with Un1ty Mobile Telephony

• One-click Chat-to-Voice Escalation (Call Canvas):
  When a chat conversation becomes complex, the agent can send a call invitation card directly within the Intercom Messenger. The customer simply clicks, enters their phone number, and the call is instantly routed to the agent’s smartphone or softphone.
• Automatic Call Logging in the Inbox:
  An event is automatically created for every call (incoming, outgoing, or missed) with timestamp, duration, and recording link—directly within the customer’s conversation thread in Intercom.
• AI and Automation Synergy (Un1ty AI 🤝 Intercom Fin):
  Our AI generates a call summary and goes even further: sentiment analysis (frustration, opportunity, etc.) is converted into a data event within Intercom, allowing you to automatically trigger workflows or post-call actions from your AI bot.
• Superior Network Quality (Zero WebRTC):
  Telephony adapts to your agents’ availability status in Intercom. We rely on a Web Callback architecture (Leg A / Leg B), ensuring reliable call quality via GSM or secure SIP lines—without ever depending on the browser’s Wi-Fi connection.

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Benefits of Integrating Your Mobile Telephony with Intercom

• Deliver a seamless and premium customer experience:
  Customers can move from a written question to a voice resolution without leaving your website’s chat window. They never need to repeat their issue, and agents can respond from anywhere.
• Boost your agents’ productivity:
  Agents no longer need to search for or manually dial numbers. The system instantly connects the customer and the agent, allowing teams to focus entirely on the conversation.
• Track conversational KPIs (for managers):
  Break down the silos between text and voice. Monitor metrics such as resolution time, interaction volume, and customer satisfaction across all channels directly from your Intercom dashboards, with access to call recordings for coaching and quality management.

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How to Install the Intercom Integration with Un1ty

Installation is quick and simple—completed in just six steps:

1. Log in to your Un1ty account. Don’t have one yet? Visit our signup page.
2. From your Un1ty dashboard, click “Plan”, then “All Integrations” at the bottom of the page.
3. Select the Intercom integration and click “Add” to start the installation.
4. You will be redirected to Intercom for authorization. Once approved, you will be redirected back to Un1ty.
5. Your integration is ready! Simply configure it by selecting the phone numbers you want to connect to your Intercom workspace.
6. Finally, click “Save” to activate the integration and start automatically logging calls and communications into your Inbox.

Using multiple Intercom workspaces?
You can connect different workspaces to different phone numbers.

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How the Un1ty × Intercom Mobile Telephony Integration Works

The connection between Un1ty and Intercom is powered by a secure OAuth 2.0 API.

This API is fully GDPR-compliant and hosted in EU-certified data centers, ensuring the highest standards of data protection and security.

To learn more, please refer to our data privacy policy.