Has anyone built/use anything that syncs Intercom Notes into Salesforce Chatter? I’m relatively new to this world and wondering if this is possible out of the box or needs custom work.
Answered
Syncing Intercom Notes to Salesforce Chatter
Best answer by Steeve Cayla
Hey Stephen,
This is doable but requires a lot of custom work as there’s nothing out of the box.
I’m not even sure that we could use the normal integration that creates the cases because we don’t really keep track of the Case ID that has been created inside Salesforce, but I would investigate that first.
Then, when you manage to get the case ID (either by investigating and getting a positive answer or by pushing the case yourself through another automation), you’ll be able to use this case ID to push a chatter post on the same case whenever there is an internal note posted on the ticket/conversation using a data connector that would push things to Salesforce, and a workflow that would trigger it.
Long story short, investigate, there’s a bit of work. A partner could do that if you really need something like that. We don’t really have the capacity until next year but could help then if that’s something that your business really needs.
Steeve
+5Hey Stephen,
This is doable but requires a lot of custom work as there’s nothing out of the box.
I’m not even sure that we could use the normal integration that creates the cases because we don’t really keep track of the Case ID that has been created inside Salesforce, but I would investigate that first.
Then, when you manage to get the case ID (either by investigating and getting a positive answer or by pushing the case yourself through another automation), you’ll be able to use this case ID to push a chatter post on the same case whenever there is an internal note posted on the ticket/conversation using a data connector that would push things to Salesforce, and a workflow that would trigger it.
Long story short, investigate, there’s a bit of work. A partner could do that if you really need something like that. We don’t really have the capacity until next year but could help then if that’s something that your business really needs.
Steeve
+1Has anyone built or used anything that syncs Intercom Notes into Salesforce Chatter? I’m relatively new to this world and have been looking at tools like Wise Rank to understand if this is possible out of the box or if it needs custom work.
No, syncing Intercom Notes into Salesforce Chatter is not available out of the box. It requires custom work or a middleware solution like Zapier, Make, or a custom API integration to push notes into Chatter.
Has anyone built/use anything that syncs Intercom Notes into Salesforce Chatter? I’m relatively new to this world and wondering if this is possible out of the box or needs custom work.
Syncing Intercom Notes to Salesforce Chatter is definitely possible, but not available straight out of the box. As Steeve mentioned, it requires some custom automation, mainly because Intercom doesn’t directly track the Salesforce Case ID created by the standard integration.
The usual workflow looks like this:
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Identify or push the Case ID from Intercom into Salesforce through a custom automation.
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Trigger a workflow every time an internal note is added in Intercom.
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Use a connector (Zapier, Make, custom API script) to publish that note into Salesforce Chatter on the matching case.
It’s absolutely doable, but expect a bit of API work or the support of a Salesforce/Intercom integration partner.
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