How do I set up workflows that sync with my CRM?

Question

I’m looking for guidance on setting up workflows in Intercom that seamlessly sync with my CRM. Specifically, I’d like to understand how to integrate the two systems, map data fields, and ensure real-time updates between platforms (Read More). Are there any step-by-step guides, best practices, or common pitfalls to avoid during this process? Additionally, I’d appreciate tips on using workflows to automate lead management and streamline sales pipelines effectively.

Emilygav · Accepted Answer

Hey there ​@millerharry, Emily here from Support Engineering at Intercom 👋🏼The answers for you questions will depend on the current URL you are using.Intercom integrates well with several CRM tools, including Salesforce, Hubspot, and Pipedrive. For Salesforce, the best strategy to synchronize contacts and accounts is to first seed Intercom with all leads/contacts/accounts, then export that data with the intercom_id__c field populated and load it into Salesforce. This ensures a unique identifier is present on both platforms. To ensure contacts entered into Salesforce are transferred to Intercom, periodically isolate leads/contacts/accounts in Salesforce without an intercom_id__c, export them, and load them into Intercom. Once these contacts are in Intercom, the native Intercom Salesforce sync can take over. For automation, you can create a custom app using webhooks to listen for newly created leads/contacts in Salesforce and make an API request to Intercom, or use a third-party integration like Zapier.These methods help streamline the data transfer process between Salesforce and Intercom.Hope this helps answer your questions!

Nur Nahid · Answer

To seamlessly sync Intercom with your CRM and set up workflows, start by confirming your CRM platform (e.g., Salesforce, Hubspot, Pipedrive) as Intercom integrates well with these tools. For Salesforce, the process involves first seeding Intercom with all leads/contacts/accounts, exporting them with the **intercom_id__c** field, and importing them into Salesforce to ensure unique identifiers align.For two-way updates, regularly identify records in Salesforce without an **intercom_id__c**, export them, and import them into Intercom. The native Intercom-Salesforce sync can then manage updates.To automate lead management and streamline pipelines, use webhooks to trigger actions or leverage third-party tools like Zapier. These approaches ensure real-time updates and effective automation.

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