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Question

How can I track inbound phone calls?

  • September 13, 2022
  • 2 replies
  • 484 views

We are using Intercom for Chat- and E-Mail based customer support.

 

Some of our clients are still calling us by phone - and I would like to track these calls in Intercom, too.

 

Is there a way to create a new "fake-conversation", in which i could track my phone call:

  • who called
  • what was the date/time of the call
  • what was the content of the call

this would allow me to (hopefully) have a detailled reporting about our support cases - including phone calls.

 

has anyone ever done something similar?

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2 replies

Racheal
Intercom Team
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  • Customer Support Engineer
  • 512 replies
  • September 20, 2022

Hey @michael h17​ Racheal from the support engineer team here👋

 

Have you checked out any of our phone call apps on Intercom from the Intercom App Store in the Phone & Video category? With some of these apps they will automatically link a conversation to a call by using our API to leave a note. For example this is what that would look like with AirCall:

Intercom-market-02_(1)-1586196474


  • New Participant
  • 1 reply
  • July 3, 2023

Hello, @Racheal , we have set up the Aircall <> Intercom integration recently.

 

However, inbound calls are still marked as ‘chat’ in reporting. Is there a way to have it display as another channel such as ‘phone’?

 

 


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