![]() Calls and SMS will be created as Intercom Conversations, and will be assigned based on the following logic: The anonymous User/ Lead will be created with the following information:Įmail: ' and SMS Logs - Field and InformationĮach call and SMS will be logged based on your integration settings. Once created, future calls from anonymous numbers will be associated with this User/ Lead. In the case that a call is received from an anonymous number, and your settings in the dashboard are such that you want a new User/ Lead to be created in Intercom, and anonymous User/ Lead will be created. The new User/ Lead will be created with the following information:įirst name = Phone number in E.164 Format (e.g. If no User/ Lead in Intercom matches the number that is calling/being called or sending/being sent an SMS message, and your settings in the dashboard are such that you want a new User/ Lead to be created in Intercom, at this point it will be created. To ensure all calls are appropriately logged, please ensure each phone number you will be making/receiving calls to/from is saved to only one User. ![]() ![]() When multiple Users within Intercom have the same phone number, call logging will be prevented for any calls to or from that number. Logging Calls and SMS to Existing Users/LeadsĪll calls and SMS to and from a phone number that is saved on a User or Lead in Intercom, in a valid format, will be logged as a Conversation associated to that User or Lead, based on your integration settings. If the Owner has an Aircall account, with a matching email, their availability will also show 'Status': 'Open' or 'Closed' based on the status of the Conversation 'See last conversation page' - Will be a clickable link that takes Aircall users to the most recent Open Conversation, or the most recent Closed Conversation if the User/ Lead currently has no Open Conversations 'Type': Either 'User' or 'Lead' depending on what type of contact the caller/callee isįor each call in which a User/ Lead already has an Open or Closed Conversation in Intercom, an insight card will be shown in your Aircall phone app with details. ![]() If the number is not saved, and a new User/ Lead is created, this section will display the phone number of the new contact and the text “Aircall new user/lead” 'Name': The name of the Intercom User/ Lead if saved in Intercom. 'See contact page' - Will be a clickable link that takes Aircall users to the Intercom User/ Lead page For each call in which a User/ Lead is already saved in Intercom, or when a new User/ Lead is set to be created in Intercom for numbers that are not already saved, an insight card will be shown in your Aircall phone app with the relevant information. ![]()
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