WhatsApp supports sharing contacts as native contact cards, but these messages are not properly represented or usable when the conversation is handled through Intercom.
When a customer shares a contact in WhatsApp, teammates should be able to see the actual contact card in the Intercom Inbox, including the contact name and phone number, instead of an unsupported, incomplete or unclear message.
Intercom should also allow teammates to send a contact or vCard so that the customer receives it as a native WhatsApp contact card rather than as plain text or a generic attachment.
Expected behaviour
• Display inbound WhatsApp contact cards directly in the conversation.
• Show the contact name, phone number and any other fields provided by WhatsApp.
• Provide clear actions to copy the number, save or download the contact, or start a conversation where appropriate.
• Allow teammates to send an existing Intercom contact or upload a vCard.
• Render outbound contacts as native WhatsApp contact cards on the customer’s device.
• Preserve the contact-card metadata in the Conversations API and webhooks.
This should work consistently for manual Inbox conversations and, where supported by Meta, macros, workflows and automated messages.
Why this matters
Contact sharing is a standard WhatsApp behaviour. Without proper support in Intercom, agents lose important context and have to ask customers to resend contact details manually, creating unnecessary friction and increasing handling time.
A broader community discussion titled “WhatsApp updates” has mentioned contact sharing, but there does not appear to be a dedicated, votable product idea for full contact-card support.