Aircall’s integration with Intercom empowers users to make the most out of both Aircall and Intercom. With features such as Contact Sync, Insight Cards, Call and SMS logging, Anonymous Call handling, Call Assignment information, and Tag Sync, the Intercom integration brings the information you need to where you need it.

Contact Sync

With the Intercom integration you are able to automatically sync your saved Users and Leads in Intercom with your Aircall phone application so that when making calls, the name of your User/Lead is automatically shown.

For Contact sync to function properly, please make sure to save all numbers in Intercom with the E164 format (+15555555555).

Contact sync with Intercom will function if a validly formatted number (E164) is found in the Intercom User's/Lead's Phone attribute.

When a User/Lead is found in Intercom, and Contact sync is enabled in the dashboard settings, the Phone, Email, and Name will all be added to the Contact in Aircall. Additionally a link directly to the Intercom User/Lead will be provided in that Aircall Contact.

For synchronized Contacts, you can update them as needed directly in Intercom by follow the Edit in Intercom link:

Insight Cards

For each call in which a User/Lead is already saved in Intercom, or when a new User/Lead is set to be created in Intercom for numbers that are not already saved, an insight card will be shown in your Aircall phone app with the relevant information. This information will include:

  • "See contact page" - Will be a clickable link that takes Aircall users to the Intercom User/Lead page

  • "Name": The name of the Intercom User/Lead if saved in Intercom. If the number is not saved, and a new User/Lead is created, this section will display the phone number of the new contact and the text “Aircall new user/lead”

  • "Type": Either "User" or "Lead" depending on what type of contact the caller/callee is

For each call in which a User/Lead already has an Open or Closed Conversation in Intercom, an insight card will be shown in your Aircall phone app with details. This information will include:

  • "See last conversation page" - Will be a clickable link that takes Aircall users to the most recent Open Conversation, or the most recent Closed Conversation if the User/Lead currently has no Open Conversations

  • "Status": "Open" or "Closed" based on the status of the Conversation

  • "Owner": The Owner of the Conversation. If the Owner has an Aircall account, with a matching email, their availability will also show

Logging Calls and SMS to Existing Users/Leads

All calls and SMS to and from a phone number that is saved on a User or Lead in Intercom, in a valid format, will be logged as a Conversation associated to that User or Lead, based on your integration settings.

Note on Call Logging to Existing Users:

When multiple Users within Intercom have the same phone number, call logging will be prevented for any calls to or from that number. To ensure all calls are appropriately logged, please ensure each phone number you will be making/receiving calls to/from is saved to only one User.

Logging Calls and SMS to a New Contact

If no User/Lead in Intercom matches the number that is calling/being called or sending/being sent an SMS message, and your settings in the dashboard are such that you want a new User/Lead to be created in Intercom, at this point it will be created.

The new User/Lead will be created with the following information:

  • First name = Phone number in E.164 Format (e.g. +33102030405)

  • Last name = “Aircall new contact”

  • Phone = Phone number in E.164 Format

Logging Anonymous Calls

In the case that a call is received from an anonymous number, and your settings in the dashboard are such that you want a new User/Lead to be created in Intercom, and anonymous User/Lead will be created. Once created, future calls from anonymous numbers will be associated with this User/Lead.

The anonymous User/Lead will be created with the following information:

Call and SMS Logs - Field and Information

Each call and SMS will be logged based on your integration settings. Calls and SMS will be created as Intercom Conversations, and will be assigned based on the following logic:

  1. Inbound Call is answered:
    If the answering teammate has the same email in both Intercom and Aircall, the Conversation will be assigned to them.

    If the emails do not match, then the Conversation will be assigned to the Intercom admin who set up the integration.

  2. Inbound Call is not answered:
    If an inbound call is missed, the Conversation will be set to be assigned to no teammate so that assignment rules set in Intercom can be used to direct these Conversations to the right teammate.

  3. Outbound Call:
    If the teammate making the call has the same email in both Intercom and Aircall, the Conversation will be assigned to them.

    If the emails do not match, then the Conversation will be assigned to the Intercom admin who set up the integration.

  4. Transferred Calls:
    In the case that either an inbound or outbound call is successfully transferred to another Aircall user with a matching email in Intercom, the Conversation will be updated to be assigned to that teammate.

    If the Aircall user the was transferred to does not answer, or does not have a matching email in Intercom, the Conversation will remain assigned to the original teammate who made/received the call.

  5. Inbound SMS:
    If an SMS message is received on an Aircall number with only one user, who has a matching email in Intercom, the Conversation will be assigned to that teammate in Intercom.

    If the user does not have a matching email in Intercom, the Conversation will be assigned to the Intercom admin who set up the integration.

    If an SMS message is received on an Aircall number with multiple users, and your integration settings are set to create a new Conversation, the Conversation will remain unassigned.

    If an SMS message is received on an Aircall number with multiple users, and your integration settings are set to log to the last open Conversation, the Conversation will remain assigned to the teammate it is already assigned to.

  6. Outbound SMS
    If an SMS message is sent on an Aircall number by a user who has a matching email in Intercom, the Conversation will be assigned to that teammate in Intercom.

    If the user does not have a matching email in Intercom, the Conversation will be assigned to the Intercom admin who set up the integration.


Each call will initially create a message in the new or already open Conversation from the User/Lead:

"['Inbound answered call', 'Inbound un-answered call', 'Outbound answered call', 'Outbound un-answered call', 'Missed call', or 'Voicemail'] on [Aircall number name]"

Internal notes will then be left showing more details about the call, including:

  • The caller's phone number

  • The Aircall number used

  • The waiting time

  • Who the call was answered/made by

  • The duration of the call

  • The recording link

  • Any notes left on the call

⚠️ Please note that if multiple notes are left on a single call in Aircall, all previous notes will be added to the Intercom Conversation again.

Each SMS will initially create a message in the new or already open Conversation from the User/Lead:

"['Inbound' or 'Outbound'] SMS on [Aircall number name]"

Internal notes will then be left showing more details about the SMS, including:

  • The Aircall number used

  • Who the SMS was sent by

  • Who the SMS was sent to

  • The message of the SMS

  • The SMS status for outbound messages (either Delivered or Delivery Failed)

Call Assignment

If a call is assigned to an Aircall user, who has a matching email in Intercom, by another in the Aircall phone application, the Intercom Conversation will also be assigned to the new teammate. Additionally, a note will be left on the Conversation stating who the call is assigned to, and who assigned the call.

Tag Sync

When an Aircall tag is left on a call, it will be added to the relevant Conversation in Intercom. If the tag does not already exist in Intercom, one will be created. As tags are not able to be applied to internal notes, they will be applied to the most recent message in the Intercom Conversation. If a tag is removed from a call in Aircall, the tag will also be removed from the Intercom Conversation.

⚠️ Please note that tags are only able to sync with Intercom Conversations for two hours after the call ends. If a tag is added to a call in Aircall more than two hours after the call was completed, the tag will not be added to the relevant Conversation.


Still in need of assistance? Please feel free to reach out to the Support Team and we’ll be happy to assist!

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