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Is there a way to change the Dial Tone when calling an Intercom Phone number?

P

I’m curious if anyone else who used the intercom as a phone system has experienced this issue, but in my case, when I call the phone number for my Intercom account, the sound on the phone before the call is picked up by the IVR or Workflow is very strange. It’s not a normal ring. I don't see anyone else reporting this issue, so I’m not sure if maybe it would be different after I port my toll-free number or not. 

Is anyone familiar with what I am referring to? Is there a fix for this? 

Best answer by Jacques Reynolds

Hey ​@Patrick Butler 👋 Jacques here from Intercom Support. I hope all is well today!

As far as I’m aware, there wouldn’t be any functionality to change the sound made before a call is answered in Intercom. This is likely something handled by our Phone provider, Twilio.

However, feel free to reach out to our support team via the messenger for some deeper troubleshooting into this. You can provide them a Conversation URL where this occurred to see if anything is out of the ordinary.

Cheers! :)

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Jacques Reynolds
Intercom Team
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Hey ​@Patrick Butler 👋 Jacques here from Intercom Support. I hope all is well today!

As far as I’m aware, there wouldn’t be any functionality to change the sound made before a call is answered in Intercom. This is likely something handled by our Phone provider, Twilio.

However, feel free to reach out to our support team via the messenger for some deeper troubleshooting into this. You can provide them a Conversation URL where this occurred to see if anything is out of the ordinary.

Cheers! :)

Jacques Reynolds
P
  • Patrick Butler
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  • February 27, 2025

Hey ​@Jacques Reynolds Thank you for the answer! 

I have contacted support, and overall, nobody really understands what I am describing. I love Intercom for my customer service needs; however, this issue is bound to create confusion with our customers and is a concern for me. To be clear, this is the “ring” sound that the customer will hear when dialing our customer service number. It is not a normal ring. It sounds like your phone is underwater. Is this something Intercom can address with Twilio? 

Thank you, 

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