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Submitted

Create a single conversation channel for SMS and Phone

Related products:Phone
  • December 11, 2024
  • 2 replies
  • 50 views
J
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Situation:

  1. Workspace has Phone and SMS enabled
  2. New lead calls Intercom Phone
  3. Lead created in Intercom
    1. Lead has no email associated
    2. Lead has never accessed Intercom widget
  4. Conversation created in Intercom
  5. End phone call
  6. In Intercom Agent view, messaging panel is displayed at the bottom of the conversation
  7. Agent sends a message to the lead

Expected: Message is sent to phone number the call was received from as SMS.

Actual: Message goes into a black hole. Assume the message would display in the Intercom Messenger widget, but the lead does not have email/messenger associated.

 

I think it is common sense that messages sent in response to a phone call are sent via SMS. Or at the very least the Agent is given the option of what channel to send the response via.

2 replies

Jennifer K
Intercom Team
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  • Jennifer KIntercom Team
  • Intercom Team
  • January 13, 2025

Hi ​@Jack Etherington 

Jennifer here from Intercom

Thanks for this feedback, just to clarify are your calls and SMS using the same number?

Jennifer | Technical Support Specialist
J
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Are you referring to the customer’s phone number or our Intercom phone number? 
 

Intercom do not offer voice and SMS on the same Intercom phone number. It’s a big feature gap that I have already requested here: 

 

    L

    This is a really critical feature our support team needs. Our team uses the same toll free number for Phone and SMS, but the only way to send an SMS to the caller is to start a new conversation with the same lead.

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