Unable to sync intercom with salesforce record id/account id

Question

Intercom is telling us that they dont support a sync using salesforce’s default record ID! How does everyone else work around this severe limitation? I cant imagine changing our business processes and adding a new unique field just to get data synced. Adding a new unique field is not a big thing but we would have to change our sales processes to now update a field upon account creation :(

aykut.aydin · Accepted Answer

Hey @Monish👋 Ayk here from the Support Engineering team at IntercomAs you also mentioned, it is currently not possible to use Salesforce’s record ID to sync the Company/Account data.This can be a great request to share in ourideas exchange page. 😊At the moment, themost common use case for this is to use the Account Number attribute as an identifier. But yes, as you said, you will need to make sure that field has a unique value for each Account you have on SFDC. If duplicates exist, the one that was most recently updated will be synced.You can also find more information on this here.Hope this clarifies!

Ian Maison · Answer

Aha@Monish- thank you, you’ve saved me looking blankly at why the Contact, Lead etc IDs do not show in Intercom for more hours than I have already.Can I ask how you, or perhaps others, have overcome this issue because Contact ID and Lead ID are the unique identifier perfect for this process. We’ve tried a Formula field to duplicate these IDs, but Intercom doesn’t pick these up either.Keen to understand how others have overcome this given it’s stated as the preferred option over Email.Thank you again, Ian.

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