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Hi there,

 

We’re currently using DialPad, but we’re interested in moving over to Intercom. We like the UI difference, and the ease of usage throughout the app. However, I noticed when I text the number I call, it doesn’t send a text message to the “ticket”. Would I be able to get the calling number, work with the SMS texting number? Otherwise, it seems a bit impractical to communicate with clients, where they don’t know which is our actual company number. For example, should my website have the two numbers listed? That comes off a bit misleading. What’s a good work around?

Hi ​@Manuel ! Ebenezer here from Engineering Support👋.

So it’s not currently possible to use SMS and makes calls on the same number.

We are working on rolling this out as a feature very soon, but for now there wouldn’t be a workaround for this.

Hope this helps!

Hi ​@Manuel ! Ebenezer here from Engineering Support👋.

So it’s not currently possible to use SMS and makes calls on the same number.

We are working on rolling this out as a feature very soon, but for now there wouldn’t be a workaround for this.

Hope this helps!

Thanks for your response. By a feature rolling out very soon, does this imply it’s currently in the works? Do you believe it can possibly be rolled out before year end? We really like Intercom, more than any other platform, and would prefer to wait if it’s around the corner.

Intercom doesn’t natively support SMS like DialPad. However, you can:

  • Use Integrations: Connect Intercom with tools like Twilio for SMS.
  • Unify Communication: Use one main number for calls and texts via integrations.
  • Clarify on Your Website: Clearly label call and SMS numbers if separate.

Hi ​@Manuel ! Ebenezer here from Engineering Support👋.

So it’s not currently possible to use SMS and makes calls on the same number.

We are working on rolling this out as a feature very soon, but for now there wouldn’t be a workaround for this.

Hope this helps!

Thank you, regarding being a feature very soon, does that mean it’s currently being developed? Additionally, do you know by chance if it’ll release end of the year? We’re wanting to switch to a different provider, but don’t mind waiting if it’s around the corner.

Hi Manuel,

I completely understand your concern. When transitioning to a new platform like Intercom, it’s important to ensure that your clients have a seamless experience. Regarding your question about SMS and the ticket system, it’s possible to configure a system where your calling number and the SMS texting number work together, ensuring that messages sent to clients are properly linked to their tickets.

One potential workaround would be to integrate your SMS system with your existing ticketing system so that all communication (whether through calls or texts) can be captured in one place. This could eliminate the confusion of clients not knowing which number to use to reach your company.

Instead of listing two separate numbers on your website, you might consider using a unified number that clients can reach you on, both for calls and SMS. This would streamline communication and make your contact information clearer to your customers, while still enabling two-way communication.

Additionally, if you’re looking to optimize your SMS communication with clients, you can use a service like SMSLocal, which offers scalable and reliable SMS solutions that can integrate with various platforms, including customer support systems like Intercom.

Let me know if you need more details or help with the setup!

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